情繫港怡
GHKConnect
GHK Connect is a monthly e-newsletter that brings you updates on GHK and helps staff better understand the values we embrace.
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Dear colleagues,
October was a month of change. Change which is necessary, I think, to achieve our goal of successfully bringing our unique offerings to the health care market. Surely, you have all noticed this, because many of you were involved in some way or asked to manage the implications.
Firstly, we defined our new positioning, which sets the direction and focus of our service development, marketing, promotions etc. We are clear now that we are focussing our efforts on providing affordable care to Hong Kong’s middle class residents, through our packages at affordable prices. We implemented our new room classes and effected new prices for rooms, medical packages, SOC services, and a number of other services to echo our new positioning and help us better meet the demand for high-quality, affordable healthcare. We also developed further collaboration with our insurance partner AIA, such as different SOC rates and new health screening packages. More general inpatient packages are also in the pipeline to complement our existing range, and you will be seeing some more marketing and press attention for our offerings. While I realize many of these changes have been introduced on short notice, and not all arrangements were easy to handle and communicated thoroughly enough to all of you, I appeal to your understanding that in order to attract patients and doctors to try us as “new kid on the block”, we need to be agile and flexible. We have also recently introduced a “friends and family discount” till Chinese New Year 2018 (of course, the same benefits will apply to all of our staff). As I mentioned in many other occasions, all of us are “marketing”; in a service business, personal explanation and introduction and word-of-mouth are particularly powerful; with our new services and attractive services and price offering, please help us spread the word!
Secondly, we are also making steady progress in how we can turn the aspirations and desirable cultural behaviours we identified into action. Different work groups, each focusing on one of the five behaviours, have suggested practical actions that can be taken to bring about those changes. Some of the initiatives may require only small and quick change of our work, while some may involve cross-department alignment and participation and support from colleagues. Our senior Nursing staff recently also had their retreats to debate how they want to go about this within their departments. During the month, I started to have regular small group session with colleagues of different departments. It was a great opportunity to understand more about their work life at GHK, areas where we can improve together, and basically, how we can make GHK a great place to work. I was pleased to see we have some fruitful exchanges and candid feedback. These sessions are ongoing and all departments will be invited. I cannot guarantee that we can implement all suggestions, but I am sure many can be addressed to a certain degree. I look forward to seeing you in these sessions at some point.
Thirdly, preparation for new services is well underway. Pending approval from the DOH, we are launching Obstetrics in the coming month and this will be supported by a series of external campaigns and activities. We will also be running A&E 24 hours next month so that more patients, particularly those in the catchment area, can be more certain that we are ready to serve them anytime they need us.
Hopefully, all these changes will help us in our aim to bring something different and unique to the health care market. I am sure that with your support we will be able to succeed!
Thank you.
Dirk Schraven
Chief Executive Officer
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Launch of incident reporting system
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A key to achieve excellence in quality is to learn from experience and constantly improve and refine our operations and practices.
Soon in November, we will see the hospital-wide launch of RiskMan, an electronic incident reporting system. Instead of filling out paper forms, colleagues will be able to report incidents using this electronic platform. The system allows instant reporting, trending, real-time reports generation and sending of reminder alerts, paving way for analysis of incidents and improvements to be implemented down the road.
Trainings have been and will be arranged for some of you in October and November to let everyone understand more about the system. For any questions going forward, please get in touch with the Quality, Safety and Risk Management Department.
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Striving to excel through learning
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At GHK, we embrace continuous improvement. With a focus on ensuring excellent patient experience while nurturing a learning culture, Service Excellence Department hosted the first Case Sharing Luncheon Workshop on 19 Oct in which over 30 colleagues from Business Office, Estate and Facilities, Medical Affairs, Information Technology and others participated. Developed based on real patient scenarios and experience at GHK, the workshop prompted discussion among participants on possible improvements and sharing of practical tips on how staff may handle the situations should similar cases arise in the future.
Another session will be held on 31 October, and two more in December. Stay tuned to announcements of upcoming schedules!
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While we at GHK are working hard to prepare for the launch of our Obstetrics services, we reached out to expectant mothers and fathers who are actively looking for good maternity facilities and services for their little ones’ arrival. At the recent “The Hong Kong Maternity + Baby Event”, the team introduced our services to expectant parents and demonstrated to mums-to-be birth-ball exercises which are helpful for both pain alleviation and pre- and post-natal slimdown. Response to our free prenatal classes was overwhelming and places for all December sessions have all been filled up!
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Parkway Pantai Innovation Challenge
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 Innovate, or fade away. In the face of ever-advancing technologies, changing market landscapes and raising expectations from patients, healthcare industry is no safe harbour if we are to stay ahead of the game.
Parkway Pantai is launching the “Innovation Challenge”, inviting all of its operations across different markets, including GHK, to forms teams to come with brilliant solutions to a set of business scenarios and challenges. The winning teams will receive prize money from SGD10,000 to SGD20,000!
Look out for more details to be shared over the coming weeks!
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Heart-warming recognitions of our staff and service
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While everyone at GHK is striving to deliver the best we can in patient care, nothing is more heart-warming and encouraging than receiving notes of recognition from our patients.
Since the past few months, patients and their families have sent in thank-you cards, hampers, gifts and so on expressing their appreciation of the attentive and professional care of our nurses and all members of the teams in the wards.
This is no doubt another vivid demonstration of excellent teamwork. While we may be new, we are proofing to ourselves that we are well-poised to win the hearts of our patients!
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Mid-autumn lanterns that light up minds
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