情繫港怡 
GHKConnect
GHK Connect is a monthly e-newsletter that bring you updates on Gleneagles Hospital Hong Kong and helps staff better understand the values we embrace.
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 TOPICS OF THE MONTH
◆ GHK as launching partner of DrGo App
◆ The second Town Hall meeting
◆ Experience the new online HR services
◆ Congratulations to Estate & Facilities team!
◆ What our CCU and OT nurses say…
◆ Recent happenings at GHK
◆ We Share, We TRUST
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Dear Colleagues,
With the emergence of a large number of local cluster outbreaks in the past few weeks, and the tightened restrictions by the Mainland government for inbound travellers, we have seen an unexpected and sudden surge in demand for COVID-19 testing at private hospitals, laboratories and clinics, including GHK. The latest developments of local situation have also led to our re-activation of some of our internal arrangements such as split-team operation.
The surge posed unexpected challenges for our AED and Clinical Lab which needed to respond swiftly to manage the situation. With great responsiveness and teamwork of all relevant departments, we managed to devise and implement a workflow, a phone booking mechanism and a daily quota system in a very efficient manner to cope with the new situation. And within a short period of time, a web booking system was also launched. My appreciation to all departments, including AED, clinic A, Lab, BMU, IT, BO and others, who have been working tirelessly and collaboratively to provide safe and efficient care and resolve operational hiccups actively. Great teamwork, well done!
The rapidly changing circumstances have also required us to review our measures related to screening for inpatients and doctors. As enhanced measures, we have communicated with doctors to strongly recommend patients to be admitted into GHK to undergo COVID-19 testing before admission and we have asked doctors to stay alert and do their utmost to avoid admitting patients who may be asymptomatic virus carriers. In an effort to cater to patients’ needs, we have set up a review panel, comprising a microbiologist, a respirologist, a gastroenterologist, infection control experts and hospital senior management, to assess the risks of urgent and complex cases and offer timely recommendations related to admission requests. Simultaneously, we have requested doctors to self-screen their own risks, in situations in which they may have run some risks, we will facilitate testing for them. We are monitoring the development of the situation closely and will adjust or implement new measures that are appropriate to protect our staff, patients and doctors.
As mentioned in the Town Hall, our priorities in the second half of the year will be on fostering growth, containing costs, and working better together. In tandem with driving higher volumes to outpatient services, we will leverage innovation and technology to widen our patient base. GHK has recently become the first medical partner of a teleconsultation platform launched by HKT, DrGo, through which patients can enjoy high-quality and convenient virtual medical care from our doctors, and have their medication delivered to them. This adds to our virtual consultation service launched earlier in the year for our oncology and gastroenterology and hepatology patients. In addition, we will be launching our patient app in September, which will support our patients all through their outpatient journey including access to key reports and payment. The overall economic environment is expected to remain challenging, and we take a prudent approach by being cautious with manpower management, rationalising costs and maximising the use of our existing resources. In the beginning of the year, we identified a number of aspects to which improvements are needed to support better service and operation, these improvement projects will continue and we will share with you the progress made in due course.
The coming month will remain fluid in terms of our measures and policies in managing the COVID-19 situation. I call upon your support to your fellow colleagues, your supervisors and other departments such that GHK stays strong as one team.
Thank you again for your being professional at all times, and please continue to stay safe and vigilant!
Dirk Schraven
Chief Executive Officer
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GHK as launching partner of DrGo App
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GHK has recently become the first medical partner of a teleconsultation platform DrGo in collaboration with Hong Kong Telecom. Starting from 3 August, patients can use the DrGo platform to enjoy high-quality and convenient virtual video consultation by our doctors, while having their medication and related documents delivered to them. We will be expanding the number of our doctors providing care on this platform and will continue to leverage innovation and technologies to widen our patient base.
Click here to view more details of DrGo.
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The second Town Hall meeting
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GHK had its second Town Hall meeting of 2020 on 20 July during which our CEO Mr Dirk Schraven, together with relevant team heads and colleagues, reviewed the various initiatives the hospital had taken to ride out the challenging environment over the past few months, including the latest measures implemented to cope with the sudden surge in demand for COVID-19 testing earlier in the month.
We conducted live broadcast to several venues such that staff stayed safe while learning about the latest updates on COVID-19, an overview of our development, new human resources initiatives, business activities, and the hospital’s priorities for the second half of the year. The Town Hall set the scene for hospital management to address questions and concerns commonly raised by staff, covering topics such as clinic expansion plans and human resources-related policies.
We also took the occasion to recognise doctor and staff who had demonstrated excellent care and service in their respective areas, based on the feedback we collect from patients during Q1 2020.
Congratulations to all our awardees!
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2019 Service Excellence Award – Doctor
Dr Tse Tak Sun (Director of Cardiac Catheterisation Laboratory)
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Service Champions Q1 2020
Every quarter, staff who receive the largest number of patients’ compliments are recognised and given the service champion pins.
Shea Ka Man, Charlotte (Ward 3A – Obstetrics & Gynaecology)
Poon Tsz Ying, Jenny (Radiotherapy and Oncology Centre)
Lau Yin Ka, Josephine (Chemotherapy Centre)
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Hand Hygiene Compliance – Outstanding Performance Awards Q1 2020
Outstanding Awards:
Ward 3A – Obstetrics & Gynaecology, Paediatric Ward, Sample Collection Centre, Dialysis Centre, Daylily Ward, Nursery/NICU/SCBU, Specialist Outpatient Clinics, Radiology Department, Radiotherapy and Oncology Centre, and 24-hour Outpatient & Emergency
Great Improvement Awards:
Operating Theatre and Cardiac Catheterisation Laboratory
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Experience the new online HR services
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 Our Human Resources team has recently launched the Employee Self Service (ESS) system allowing colleagues to view personal information, download monthly pay slips and annual tax return. The new system has not only brought extra convenience to colleagues, but has also helped save resources by reducing paper consumption. Click here if you haven’t tried out this new platform yet.
More services will be added to the system in the future. Stay tuned!
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Congratulations to Estate & Facilities team!
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Our “On-the-spot Recognition” for the month goes to our Estate & Facilities team! Since the COVID-19 outbreak, the team has made exceptional effort in manning the carpark triage station to ensure that all visitors or patients entering GHK via the carpark undergo temperature screening and registration.
Performing their duties conscientiously under different weather conditions, the team handles difficult site situations professionally and takes the initiative to propose solutions to optimise workflows, while demonstrating high adaptability to the changing circumstances and measures.
Thank you Estate & Facilities team for keeping our hospital safe amid the pandemic!
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What our CCU and OT nurses say…
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At GHK, we provide a rewarding career that enables staff to grow and develop. In the two recently-released recruitment videos, our nurses from CCU and OT share their stories on how diversified training and development opportunities, strong teamwork and an appreciative culture at GHK have helped their personal and professional growths.
If you know someone who are looking for a thriving work environment, please share the following videos with them:
Nursing Team, Critical Care Unit
Nursing Team, Operating Theatre
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6 July 2020 – Appreciation to Endoscopy Centre and Operating Theatre
Our CEO Mr Dirk Schraven presented some cakes to endoscopy and operating theatre teams as a token of appreciation for the teams’ great work in achieving new highs in the number of patients served, despite the challenging environment under COVID-19.
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We Share, We TRUST
Recently, we had the pleasure of speaking with our security guards Kwok and Hung from the carpark triage team of Estate & Facilities (EF) Department, which has been playing a critical role in gatekeeping all vehicle access to secure a safe environment for everyone at GHK amid the pandemic. Read on to know more about the team.
1. Could you briefly share with us the major duties of the carpark triage team?
 Kwok and Hung: The carpark triage team was formed right after the first outbreak of COVID-19 around Lunar New Year. The team is tasked to man the triage station at the carpark and conduct temperatures screening for all entering GHK via vehicles.
2. What do you/ does your team feel about being awarded the “On-the-spot Recognition”?
Kwok: We were delighted to know that our contribution to helping protect our patients, visitors and staff amid COVID-19 is appreciated.
Hung: It was great that our efforts got recognised. We’ve all been working prudently and serving with our heart round-the-clock, regardless of the weather conditions.
3. What do you think is/ are the greatest things that the team has demonstrated for being recognised?
Kwok: As a gatekeeper of all vehicle access, we have to manage the triage station efficiently and at the same time, uphold excellent service. We would greet familiar faces by their names which I believe is helps create a good image for GHK.
Hung: We need to be prompt and proactive to ensure smooth vehicle access. Sometimes we have to manage a few tasks simultaneously at a designated spot alone, this requires good judgement and flexibility as the scenarios can be different each time.
 
4. Did you encounter any difficult situation?
Kwok: There was a time when some drivers refused to lower the car window for temperature screening because of the rain. We then suggested performing the check at an alternative location with a shelter and the drivers were fine with the arrangement.
Hung: Some visitors who needed to visit the hospital a few times in a day challenged us the need of undergoing temperature screening every time they re-entered the hospital. We explained to them patiently that all measures were to safeguard everyone’s safety and health and we needed their help to make it possible.
5. How do you feel about working at GHK?
Kwok: Working in a hospital has given me great satisfaction as I am able to offer help to many people.
Hung: Yes, it’s very true. Words like “thank you” may sound ordinary, but it means a lot to us. It gives us motivation to do our job even better.
6. Like your team, other teams in the hospital are working hard to safeguard the safety of the hospital. Any words of encouragement you would like to convey to our colleagues?
Kwok: Tomorrow will be a better day. We shall overcome the challenge!
Hung: Measures being adopted at GHK have been effective in keeping us safe. We should continue to have confidence in our hospital!
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