 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,
The end of the calendar year is approaching and this is already the last Connect of the year. While we may already be in festive mode, these few weeks appear to be the busiest of the year so far, thanks to all of your efforts! We can look back on a couple of successful months, in which we are seeing more patients seeking out our services, and more doctors joining the team. More importantly, by and large both patients and doctors are increasingly satisfied with our services. Well done all!
2017 has been an eventful year. First the period up to the opening, which was an enormously challenging time, navigating all of the requirements to enable the commencement of services. Then, the first months working out the kinks and getting the basics right. Subsequently, we worked on getting our focus right with our pricing, packages and partnerships with insurance companies and others. In parallel, more and more services were opened, including more clinics, dialysis service, our 24/7 Outpatient and Emergency services and, very soon hopefully, our maternity services. Quite a ride it has been!
In the meantime, we have also tried to improve GHK as a place to work and build a “GHK” culture of service and collaboration. Recently, we held a town hall where the hospital management fed back some of the changes made based on staff feedback. For example, we adjusted our leave and benefit policies to incorporate staff suggestions. We also worked on many facility improvement initiatives, many based on staff suggestions. During the town hall, we discussed our ambition of: “Helping Shape Private Healthcare through Innovation, Transparency and Service” and our values “TRUST”, namely Teamwork, Respect, Understanding, Service attitude and Taking initiative. Other initiatives which were undertaken recently were the Thank You cards and the Idea Bloom campaign, where I was privileged to hand out three prizes to the best ideas. We have tried to improve communication with the weekly “roll call” slides which hopefully you are all discussing with your HOD each week (if not, ask for them!). All these initiatives are meant to further build our GHK culture, and I am hoping you all feel more and more “at home” at GHK and find it meaningful and satisfying to work here.
Lastly, as the end of our first calendar year of operations nears, let me reflect on how proud I am of all of you, as we have accomplished a lot together. It is no easy task to get a new hospital up-and-running, and I feel you have done a tremendous job getting us where we are today. As one token of appreciation, we will pay out, next to the bonus in January, an extra (though smaller) bonus amount in April 2018. This has specifically been awarded by the hospital board to thank all of you for your tremendous contribution in building up our hospital in its first year of operation.
I hope you can all spend some quality time with your friends and family, and can get yourselves refreshed for an exciting new year. 2018 will certainly be full of new challenges, as we will need to further stabilise our processes to support the increasing patient demand, bring in new doctors and attract new patients, and keep working on superior service. I am sure we can succeed!
Let me close by wishing you all a merry Christmas and a happy New Year!
Dirk Schraven
Chief Executive Officer
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"EQuIP" GHK with international standards
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In ensuring that we are delivering safe and quality care to patients, and that our process of patient care is on par with international best practices, GHK has officially begun the accreditation process of the latest edition of the Evaluation and Quality Improvement Program of The Australian Council on Healthcare Standards (ACHS EQuIP6).
At the launch ceremony held on 14 December, Mr Dirk Schraven, Chief Executive Officer of GHK emphasised that the accreditation must not be considered an external imposition, extra work and pressure, or an initiative relevant only to staff taking care of quality and safety. Stressing that the programme would help us reach that standards of care that we aspire to reach, Mr Schraven called for the active participation from all members of staff of all departments in this hospital-wide exercise. We were also pleased to have invited Dr Hing Yu So, Service Director of Quality & Safety of the New Territories East Cluster of Hospital Authority, who shared with us insights into preparing for a successful hospital accreditation.
In addition to having Mr Schraven to “kick off” the process, Dr Alexander Chiu, Chief Operating Officer of GHK, who dressed up as Santa Claus, and Prof Joseph Lui, Clinical Director of HKU Health System handed the different criteria and Christmas gifts to our respective Criteria Champions who will take the lead in driving the process in their areas.
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4 December town hall meeting - forging ahead to achieve goals as one team
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The last GHK town hall meeting of the year was staged in early December 2017 during when our CEO Mr Dirk Schraven shared with staff some of the latest operations development, key steps taken to address staff’s comments, and an overview of the road ahead for 2018.
Following a series of changes including introducing new room types and new medical packages, complemented by a re-pricing exercise for our services and packages, Mr Schraven congratulated the team on the clear and encouraging picking-up of inpatient and outpatient volumes in the past couple of months. As GHK team progressively handles more patients, Mr Schraven clarified the rationale behind the upgrades and discounts currently offered to patients and doctors; why we should aim to optimise performance of our hospital as a whole rather than of individual departments; and how we can manage manpower requirements smartly as services ramp up.
 
Relevant heads of departments also took the floor to address comments and concerns raised by different departments during the ongoing small-group sessions with CEO and other staff-management interactions. Covering the key areas including training, patient safety, IT systems, communication, staff welfare, doctor-related matters and facilities management, department heads shared with the audience concrete examples of initiatives taken in each the different aspects and other plans to be implemented.
Also briefed at the town hall were our aspiration to help shape Hong Kong's private healthcare market, and also the five values, namely Teamwork, Respect, Understanding, Service attitude, and Taking initiative (“TRUST”), that colleagues played a role in identifying. To give colleagues a flavour of the direction GHK will take for the next year, Mr Schraven gave a brief account of our 2018 goals as one team in terms of people, quality, service, growth and finance which require the effort of all GHK pioneers.
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Round-the-clock accessibility
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 GHK has further expanded its services with its recently-launched 24-hour Outpatient and Emergency services. A team comprising Emergency Medicine specialists and General Practitioners is always at the ready to take care of patients with common or critical conditions. In addition to a new set of competitive rates, a special discount is on offer to local and non-local senior patients.
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When ideas blossom into actions
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Very often, small ideas can bring about great improvement! Aimed at enhancing the overall patient experience, the Idea Bloom Campaign was rolled out in November 2017 to call for staff’s ideas to improve our services and facilities. More than 60 ideas were received and they were reviewed on their creativeness, feasibility, benefits to customers, level of interruptions to operation and cost.
The best three ideas voted by heads of departments are from Pharmacy and Sample Collection Centre. The winning ideas are sending of WhatsApp messages to remind patients to collect prescriptions; offering light refreshments to patients who have undergone tests or blood-taking that require fasting; and installing screening on the glass panels along the escalators between G/F and 1/F. These ideas are being followed up for implementation.
Our call for ideas don’t just stop here. Whenever you have great ideas that can help GHK improve its services, please share them with us!
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Helping us all speak the same “language”
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We are a big family with professionals coming from diverse backgrounds. While colleagues on non-clinical teams may not be familiar with all the clinical and technical terms they encounter at work, training to help non-clinical staff to attain better knowledge of common medical terminologies is now available. The first luncheon workshop was organised on 18 December and more of these will be arranged. Look out for details from Service Excellence team!
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Spreading love and helping those in need at Christmas
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GHK celebrated its first Christmas after operation commencement with the Charity Christmas Bazaar & Christmas Lunch & Dinner Buffet with over 500 colleagues at Gleneagles Bistro. The bazzar included charity sale, Christmas decoration workshop and good donation to raise funds for Crossroads Foundation and Hong Chi Association.
We share the joy of the festive season with patients by preparing for all inpatients gift packs of cookies and chocolates. Children also get their goodies and small toys!
May your Christmas be filled with love and happiness!
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