情繫港怡
GHKConnect
As one of GHK’s internal information platforms for staff, 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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 Mr Lee Cheow Seng
Deputy Chief Executive Officer
Gleneagles Hong Kong Hospital
The past month was another fruitful one during which we continued to make good progress in many areas. Interior refurbishment has been well under way whilst we saw the moving-in of some of our medical equipment. We are already moving on to the more advanced stages of some of our operation such as fine-tuning patient flow and testing our IT systems and planning for table-top exercises. In addition, new staff for different departments continue to join us and it’s encouraging to see that we have recruited over half of our nursing team.
As we enter the final months, it is critical that we track closely critical dates and targets, preferably with the use of smart tools and charts to ensure that we are on high alert to deadlines and possible delays. Priorities and focuses continue to change when we move along the project. To ensure that we continue to work effectively and efficiently, two commissioning work groups focusing on hospital services and building services have been formed.
We have also started our orientation programme for staff. The programme is designed to help new staff better understand GHK’s mission, vision and values, and also make them feel valued as part of the team. A note of thanks to our different departmental representatives for doing the orientation presentations.
In this edition, you will learn more about the service excellence training conducted in September and how Radiology Department plans to incorporate human touch and warmth in their service.
I hope that you will enjoy reading them.
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Service Excellence Workshop by Parkway College
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To equip staff with the skills and knowledge necessary to deliver excellent patient service, a service excellence workshop was held on 20 and 21 September 2016. The workshop was hosted by Mr Low Hsien Chih, Head of Student Services and Special Projects from Parkway College, the education arm of Parkway Pantai.
The workshop was specially designed to help participants increase ownership and application skills of “5-UPs”, namely Stand Up, Suit Up, Speak Up, Stay Up and Step Up, which are the service values of Parkway Pantai. During the two-day workshops, staff were introduced to the key values of “5-Ups” and how they can be applied in work situations through group activities, discussions, presentations and case studies.
Staff who participated in the workshops find them practical and interesting and some staff commented that the activities have given them an opportunity to reflect on their work. “When you have been doing something for a long time, you have kind of forgotten the basics which are in fact important,” one of the participants says. More than a training for self-improvement, the workshops also aimed to help staff pass on the skills and knowledge acquired to their teammates so that excellent service will be delivered as a team in which all members share the same mission.
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5 UPs
- Stand Up
I can and I will TAKE PERSONAL RESPONSIBILITY to provide superior service to all my internal service partners and external customers.
- Suit Up
I will pay special attention to my PERSONAL GROMMING, DRESS CODE and the way I COMMUNICATE (Verbal, Non-Verbal and Written Communication).
- Speak Up
I will create a POSITIVE FIRST and LAST IMPRESSION by always being the first to extend a GREETING, SMILE and A WORD OF THANKS.
- Stay Up
I will seek to deliver service CONSISTENTLY and ACCURATELY at the DESIRED level of all I serve.
- Step Up
I will seek to understand the SERVICE VALUE of the people whom I serve and will strive to EXCEED their expectations when the opportunity arises.
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Radiology does not have to be cold
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Radiology plays an indispensable role in diagnosis of medical conditions, helping doctors to decide on treatments best-suited for patients, and monitoring treatment outcomes. State-of-the-art medical equipment will help us ensure that accurate diagnoses are made, but what makes GHK different is the human touch which we incorporate in our patient services.
So how patients can feel that they are well taken care of, when interaction between patients and clinical staff tends to be minimal during the diagnostic imaging process? Stephen Kwok from Radiology Department shares with us what patient care means to their team.
What Stephen thinks radiographers must avoid is to make patients feel that they are no more than objects being scanned by a machine, and that they would not know what is next until the moment hits. “When we are focusing on the machine and ensuring patient’s safety, it can be easy that patient’s feelings and needs are overlooked.” Understanding that going through a diagnostic process can be a daunting and stressful experience to patients, Stephen says that it is important that radiographers are mindful of patients’ emotions and anxiety. “We will endeavour to give patients peace of mind by letting them know what to expect. By explaining to patients the steps they will go through, such as injection, rest period, how the body may feel, possible risks and so on, they would feel much more at ease and this is what patient care is all about.”
A glance of radiology services at GHK
- Bone Densitometry
- Computed Tomography (CT) Scan
- Fluoroscopic Examinations
- General Radiography
- Interventional Services
- Magnetic Resonance Imaging (MRI)
- Mammography
- Ultrasound Scan
- Nuclear Medicine
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Knowing where you are in a global healthcare group
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Most of us are probably well aware that GHK is owned and managed by Parkway Pantai, one of Asia’s largest integrated private healthcare groups. Parkway Pantai’s growing footprint spans six countries - Singapore, Malaysia, India, China, Brunei and United Arab Emirates. Its Mount Elizabeth, Gleneagles, Pantai and Parkway brands have become the region’s best-known brands in private healthcare for over 40 years.
Parkway Pantai is the largest operating subsidiary of IHH Healthcare Berhad (IHH), the world’s second largest healthcare group by market capitalisation. IHH is listed on the Main Market of Bursa Malaysia and the Main Board of the Singapore Exchange Securities Trading Limited. It employs more than 30,000 people worldwide.
Through Parkway Pantai, Acibadem Holding and IMU Health, IHH operates more than 10,000 licensed beds across 52 hospitals in 10 countries worldwide, offering a full spectrum of integrated healthcare services. The Acibadem brand is renowned for its clinical excellence in the Central and Eastern Europe, Middle East and North Africa region. IHH’s medical education arm, IMU Health, manages the International Medical College and International Medical University in Malaysia.
We hope this gives you a clearer picture of our group structure. While we may operate in different geographies for different entities, all of us are bound by our common goal of providing best-in-class healthcare services and excellent patient care.
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Construction of the hospital is now over 90% completed and refurbishment of the interior is going well. Moving-in and installation of some of the medical equipment has also started.
Let’s have a look at the latest photos!
Hospital Exterior
Main Lobby
CT-Simulator Room
1. Computed Tomography (CT) Scan
2. SPECT CT (Single Photon Emission Tomography - Computed Tomography)
3. PET CT (Positron Emission Tomography - Computed Tomography)
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