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,
We have started the new year with a relatively busy hospital! We are currently seeing a sizable increase in the number of patients, partly because of further growth of our core doctor and patient pool who appreciate our services and are coming back, and partly because of the effects of the peak flu season. The latter is further enhanced because our Outpatient and Emergency services are now successfully operating 24/7. It is good to see the hospital becoming busier by the day, and thanks to all our staff for making it work well, despite some of the new challenges that we face to handle the increase.
Early in the new year, it is the right time to share with you an overview of GHK’s direction for 2018. We are maturing from a startup, with a fair amount of improvisation, to a scale-up, which must get its operational model right to be able to grow further. Overall, therefore, the priority will be to focus on growing patient and doctor volume, while stabilising and improving our key processes and service model. I will highlight some of the key priorities which we identified:
- On the People side, we will focus on building a Training & Development programme for all staff, such that all colleagues can be assured they are continuing to develop their professional and personal skills, and recruiting new staff in critical areas.
- On the Quality side, we will focus on getting our ACHS effort up for the gap analysis later this year, and looking at stabilising, standardising and improving our key operational processes. As the patient volume goes up, we observe that we still need to streamline and improve many of our processes. We have set up a small operations team to help with this.
- On Service, we will continue to identify important service touch points and gaps, and align our way of working across all departments. We are increasing our patient visits and survey response rate, to understand as much as possible our patients’ concerns.
- On Growth, we will open more services (Maternity soon, Psychiatry later this year, and depending on growth, more wards towards the end of year). We will continue our focus on insured patients and packages, and attracting the expatriate market and our direct catchment area. We will be working with HKU to see in which areas we can develop compelling and innovative services.
For all these priorities, I hope we can count on you all to bring this about. I hope to further discuss these priorities with you during the next town hall meeting in early February.
In parallel with these priorities, in 2018, I also want to move forward with building our own GHK culture. A broader group of staff was involved in the past two months to identify the gaps and how we can improve and align, given all our different backgrounds. Colleagues identified that we still suffer from silos in the hospital, and defensive behavior when incidents occur. I am encouraged by all of the ideas and I can see that we are clearly moving in the direction of more and more collaboration. One area which concerned me is that staff told me they are afraid of the consequences when they make mistakes. I would like to re-emphasise here that if colleagues act in good faith and in the best interest of patients, I will always back them up. Not doing something because one is afraid of the consequences is usually worse than following one’s best judgment, when it comes to patient service.
One important message to share with you all is that, culture does not change itself, it’s the people who can change, and culture will follow. I call for your support to continue the momentum to accelerate and disseminate this to all levels of the GHK team.
Lastly, I would like to highlight that as we are seeing more patients, we are also receiving more feedback. Some of it is negative, as recently noted on a social media platform called Hong Kong Moms. We have reached out to the families concerned to see what and where we can improve, and have already taken measures. Whether the feedback is good or bad, I see these as good opportunities to review our current practice, and help us to be more patient-centric and be more sensitive to patients’ needs and feelings. I would also like to encourage everyone that when you do spot issues that may be upsetting patients or preventing us from delivering a satisfying patient experience, do voice out and discuss with your supervisors. Some of these may require changes to policies, practice or even pricing, one example is the recent price changes related to isolation services. These are fine since being new, we still have the agility to adjust and change as long as they would mean better service.
GHK is approaching its first anniversary and I am pleased to share with you that we will be hosting our Grand Opening on 21 March 2018. More than a ceremonial event, the anniversary signifies our achievement of smooth and safe operation in the first year which we should all be proud of.
Chinese New Year is coming up in around two weeks’ time, may I take this opportunity to wish you all good health and prosperity in the Year of the Dog!
Dirk Schraven
Chief Executive Officer
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Building ONE Parkway Pantai
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On 30 January, Parkway Pantai's first-ever group-wide town hall meeting was held in Kuala Lumpur and was livestreamed to more than 10,000 staff at 50 locations across five countries.
During the town hall, Dr Tan See Leng, Group Chief Executive Officer and Managing Director of Parkway Pantai, shared with staff that as the Group continues to grow, we are ready to move towards more integration such that we can share experiences, mentor and help each other to build competence as “ONE Parkway Pantai”. Dr Tan depicted some of the key group integration initiatives to be taken in different areas such as resourcing, talent management and scope alignment, procurement and communications, highlighting that we should tap and leverage group resources and expertise, but adapt them to local conditions and needs. While reinforcing the Group’s open and transparent culture, Dr Tan stressed that there should be no ranks and obstacles when it came to constructive feedback for service improvement. He also called for staff’s embrace of innovation and change to allow us to provide better patient care and services, enhance efficiency and accuracy, and stay ahead of the game.
With building a healthcare legacy together as a theme, each staff received a highlighter in the design of a “building block” which symbolises Parkway Pantai's vision of connecting teams in different countries to collaborate and grow together as one family.
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Doctor For A Day debuts obstetrics workshops
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On 27 and 28 January, the latest groups of children doctors tried out our new educational obstetrics workshops at Doctor For A Day. The newly-added sessions included assessing a baby’s growth via ultrasound scanning, giving baby dolls a bath and a fresh nappy, and learning the different development stages of a baby in the womb. The children were fascinated by the experience of taking care of babies themselves and getting to know the amazing growth journey of a baby. Not only were the workshops fun and engaging for both mums and children, they also helped GHK promote to the public our upcoming obstetrics services.
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Gauging customer feedback with new form and rewards
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One of the key and most effective ways to help us identify areas for improvement is to hear from our customers. The hospital has released a new patient feedback form designed in such a way that allows us understand more comprehensively about patients’ experience and gauge their satisfaction. The sealable form has also offered improved privacy in the feedback process.
An incentive programme has also been launched to encourage patients to share their thoughts with us. Assessed based on relevance, fairness and constructiveness of the feedback or suggestions on a monthly basis, the winner is offered a complimentary GHK health screening package, while smaller prizes are given to a few runner-ups.
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Showcasing what GHK stands for
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You may have recently noticed cameras, spotlights and playacting around GHK. With the participation of some 80 colleagues of various departments, GHK filmed its first hospital video which aims to communicate what GHK stands for and what it aspires to provide to the people of Hong Kong. Here are some behind-the-scene snap shots to share with you!
A big “Thank you!” to our heads of departments and all our colleagues who assisted and/or participated in the filming. Whether it was having the right persons for the roles, or getting the venues perfect for shooting, none of these would have been possible without your generous support.
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