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
◆ Thank you for rising to the challenge!
◆ Another step forward in promulgating health care transparency
◆ Staff Clinic launched to provide better care
◆ Recent happenings at GHK
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Dear Colleagues,
For around half of the time in August, Hong Kong recorded high daily numbers of COVID-19 infections. To ensure that our patients and staff remained well-protected, we continued to closely monitor the development of local situation and review and where necessary amend our own precautionary measures. We made preparations for stepped-up measures related to admission screening, eg mandatory pre-admission testing, but decided that in view of the declining infections trend, this was not necessary. However, these preparations will allow us to rapidly implement it in the future, should the situation demand it.
Dealing with the third wave of COVID-19 locally did not stop us from innovating. Early in August, we started providing teleconsultation service via the DrGo app together with Hong Kong Telecom. This was another step we made in trying to bring new options of delivery of health care to patients, further to the launch of virtual consultation for our existing patients of certain specialties since May this year. Within a few weeks after its debut, the Dr Go app has recorded a high number of registration and the number of users has continued to grow. We are pleased to see that patients appreciate the quick and convenient access to quality medical care, and doctors are positive about the quality and stability of the platform which has allowed them to perform proper assessment and diagnosing of patients’ conditions. Further enhancement and extension of our service on the app will follow, and just last week, we have started providing COVID-19 testing for which specimen bottle delivery and collection service is offered. In the short run, patients can also expect to access our service in other specialities such as Family Medicine.
The development of our own patient app has made sound progress and it is expected to be launched in September. The app is designed to help our patients manage their entire outpatient journey with greater ease and we believe that it will be by far the most comprehensive and personalised hospital service app currently available in Hong Kong, with functionality for doctor booking, wayfinding, access to reports and payment, among others. Phase one promotion of the app will start with our existing patients and I hope that everyone at GHK will play our part and be an ambassador to encourage patients to sign up for and use the app. This exercise will also be important for us to identify areas for improvement before we further launch it to the public. We count on all members of GHK to make our app a success!
As an advocate of transparency in healthcare, we have started publishing on our website statistics on clinical outcomes of certain surgeries and patient satisfaction levels presented in the form of Net Promoter Score. As we collect more data, we will continue to share statistics related to surgeries performed by our specialty centres and median bill sizes of common procedures. Through taking the lead in promulgating similar disclosures, we hope that GHK will gradually become a driving force for greater transparency in private health care in Hong Kong.
I am glad to see our patients are returning to our hospital in higher numbers and more doctors have been admitting patients to us. I would like to thank all colleagues who are helping to accommodate the recent increase in patient volume. Sustaining the recent growth is among our top priority for Q3 and Q4 of the year. We will remain active in monitoring the different dimensions such as costs, efficiency and manpower to foster growth. In areas that we have identified potential, targeted effort is being made, for example, we are tapping different channels to recruit more experienced OT nurses to help raise our capacity to meet the demand. I call for your continued support as we optimise our resources and find more opportunities to grow.
Dirk Schraven
Chief Executive Officer
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Thank you for rising to the challenge!
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Our “On-the-spot Recognition” for July 2020 goes to our doctors, nurses and support staff of A&E and Clinic A! In response to the sudden surge in demand for COVID-19 testing in July, the teams stepped up swiftly and professionally with the new workflow, on-site management, patient communication, service booking arrangements, etc. The great teamwork allowed safe and efficient management of the influx of patients to our A&E looking for quick and quality testing service.
Kudos to all for your extra effort in fighting the pandemic!
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Another step forward in promulgating health care transparency
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In an effort to ensure that we continue to improve in the various aspects of our service, we connect with our patients and collect and understand their feedback through various means. Adopting the Net Promoter Score (NPS) is one of the ways through which we gauge the level of loyalty and satisfaction of our patients. With these scores, we also compare ourselves with other IHH hospitals in other regions.
As an advocate of greater transparency in private health care, we have started sharing on the hospital’s website our monthly NPSs and the mechanism we adopt to identify patients’ needs and manage their feedback.
See here to find out more about NPS and how we strive to engage patients for continuous improvement.
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Staff Clinic launched to provide better care
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Located at the Health Screening & Family Medicine Clinic, the Staff Clinic came into operation earlier in August, offering staff and their family members a designated venue to receive medical services supported by our Family Medicine specialists. A designated hotline has been set up for all colleagues and their dependents to make appointments in advance. The staff clinic is backed up by the 24-hr Outpatient and Emergency Department during non-opening hours of the Clinic.
Details are communicated in the memorandum dated 12 August circulated by Human Resources Department.
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19 August 2020 – Wellness Program <Joyfulness at Workplace> #3
Healthy Drinks Day
Colleagues enjoyed healthy herbal drink packets under the hospital’s Wellness Programme which promotes physical and mental well-being of our staff.
24 August 2020 – Special offers on over 150 medical packages
for public hospital patients extended
Playing our part as a responsible member of our community during the pandemic, we have been offering over 150 discounted all-inclusive medical packages and obstetric services to public hospital patients. The offers have recently been extended to until 31 December 2020 to meet the needs of more patients.
Please see below for more details:
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