Roll Calls

Series 8
Just Do It
Follow Through & Handover

1
Follow Through and Handover
S2 Notes
 Just Do It…

Translate “Every customer is my customer” into…

Work Behaviors/Actions
• _______________________________________
•______________________________________________
•__________________________________________________
•_____________________________________________________
•___________________________________________________
______________________________________________
•____________________________________________
•____________________________________
 S3 Notes

TTSH service standards: Follow through and Handover

Suggested Answers - Examples:

• Extend assistance to your colleague’s patients when they are pre-occupied with other tasks.
• Step in to help a colleague when you noticed patients refusing to cooperate with your colleagues.
• Take initiative to approach your colleague who seemed overwhelmed by the patient’s family who throws many
questions at your colleague at the same time
• Volunteer to help a colleague translate for a visitor/patient
• Inform your nursing officer to help mediate the situation when there is a heated conversation between patient and
your colleague
 Where did we fail?
Learning from case studies (A)
Mr. Lee expressed his unhappiness to staff that he and his mother had to
wait for more than 2 hours for the doctor to review her left eye, even
though the appointment time stated was 3pm.

By the time the consultation and payment were done, the pharmacy was a) What went
closed. Mr Lee and his mother had to proceed to the pharmacy at A&E
centre. wrong?
Mr. Lee dropped the medical chit into the appropriate box. But after b) What
waiting for more than 40 minutes, he noticed those patients who came
after them had collected their medication while they were still waiting. improvements
Hence he approached the staff at the counter but before he could finish
what he wanted to say, he was given a reply by the staff who frowned and could be
said,” NORMAL WAITING TIME IS 40 MINUTES” and walked away.
made at each
Mr. Lee was upset by the staff’s response and continued to wait for
another 10minutes before he decided to ask another staff again. After stage?
some time, the staff had to inform him that he was unable to locate the
chit. The staff was also unable to trace the patient’s medical record from c) What would
the computer system. The staff then requested for Mr. Lee’s particulars
and promised to make arrangement to deliver the medicine to his house. you have
Two days later, Mr. Lee managed to get through the line after several done
tries, to enquire on the delivery of his mum’s medicine. He got an answer
from a staff saying, “We do not provide such house delivery.” By then, Mr. differently?
Lee was too tired to argue and made his 2nd trip to TTSH to collect his
mother’s medication.
 Where did we fail?
Learning from case studies (B)

While Lena’s mother was at the emergency room observation a) What went
area, she was told to wait outside. After more than an hour,
Lena went in to check on her mother, but she was nowhere to wrong?
be seen. When Lena approached the staff, she was told to find
her mother by herself and suggested her mother might be in
b) What
room 25 or in the toilet. After asking 4 different staff, Lena finally improvements
had to go out to the 'triage area' and the nurse there finally
found her mum with a doctor in a cubicle. Lena was very worried could be
as her mum had a stroke and she feared her mum might have
gone to the toilet and fell in there without anyone’s notice. At
made at each
3.20am, Lena had completed the admission procedure for her stage?
mother. But by 4.45am, her mother wasn't assigned with a room
yet. Again she had to ask around and finally at the admission c) What would
counter, she was told that a bed had already been assigned 15
minutes ago. When Lena approached the nurse, she was told you have
that she had to wait till her mother’s blood test results to be
ready before she could go to her bed.
done
differently?
 Where did we fail?
Learning from case studies (C)

After a 20 mins wait at the X-ray a) What went

department after cast removal, patient wrong?
approached the counter and was
informed by staff that the X-ray had not b) What
been ordered by doctor. Staff said she improvements
had called the doctor but there was no
response. Patient requested staff to could be
walk over to consultation room 4 for made at each
enquiry so that patient would not have
to wait for a "phone call" confirmation. stage?
Staff replied she could not pop over. c) What would
Eventually, patients went over to RM 4
and enquire personally. To his you have
surprises, there was no patient in the done
room and X-ray was done immediately
for him. differently?
 S4 Notes

Read the scenario/s in the previous slides.

Address the 3 questions posed. The case study is organised into paragraphs to help you focus. Have staff
discuss the case generally and point our areas of lack.

Answers may include:

a)Staff could have been more helpful and assisted patients or NOK directly.
b)Whenever being approached by a patient or NOK, always listen and not assume that we know whet they are
asking for. We should take more interest in patient or NOK’s queries.
c)When a patient or NOK claims that certain arrangements have been made, or made certain suggestions, always
check before alluding to the fact that patient/NOK is wrong.
d)On a long term basis, think about how to improve the process to minimise such hassles.
 Roll Calls

Series 9
Private Space
Respect Privacy & Confidentiality

10
 Respect Confidentiality & Privacy

1. My patient can trust me.

• I am proactive
• I am positive
• I show courtesy, kindness & respect
• I do not assume
• I apologise when I am wrong

2. I keep promises; promises made by the hospital and

promises made personally.
 S2 Notes

TTSH service standards: Respect Privacy & Confidentiality

To help build trust by colleagues and patients, we can focus on 5 behaviors:

a) Proactivity – when I do not blame the environment but takes initiative and responsibility for what’s happening,
I always work within my circle of influence
b) Positivity – I do not bad mouth the organization, my colleagues and my patients. I try and see the positive
side of things.
c) Courtesy, kindness & respect – in this way, I make every colleague and patient feel important, that I value
them.
d) Not assumptive – I will make effort to understand and clarify, rather then assume I know
e) Apologise when wrong – I recognise that I am human and can make mistake and when I do so, I will humble
myself to apologise and learn from my mistake.

Building trust can come about only when we are trustworthy. In healthcare, it’s important to be trustworthy because
the patient is vulnerable. Our respect for their privacy and confidentiality ensures a trusting relationship
between the 2 parties.

In terms of work standards, it is essential to keep promises; promises made by the hospital and promises
made personally to patients.
 I am a patient in TTSH…..

a) I screamed in c) While the staff

great pain when helped me exercise my
nurse accidentally hit arms, he shared with
my operated thigh me, he had just
area while changing attended to a well
my clothes but she known local artist who
walked away without looks bright on TV, but
apology the actual person to
b) The staff who him, seemed to have
removed my pants & very low IQ.
underwear left me
exposed without d) Staff spoke loudly to me at
coverage while the counter teaching me to
waiting for the doctor differentiate the medications
to be ready at the prescribed for my HIV , high
clinic blood pressure & diabetes
illnesses
 S3 Notes
Read each case and visualize yoourself as the patient of TTSH

Ask yourself;

1. How do you feel?

2. What are your impression on TTSH?
3. What would you do or react to that situation?

Suggested answers

Case a)
1. Hurt, not respected, staff lack empathy, staff not owning up to mistake
2. Unprofessional healthcare institution
3. I might launch a complaint and made known to public which may affect TTSH reputation
Case b)
1. Embarrassed, no sense of privacy
2. Unprofessional healthcare institution
3. I may not return to TTSH for future treatment if needed
Case c)
1. Staff is unprofessional
2. Unprofessional healthcare institution
3. I may share with friends that TTSH staff are unprofessional
Case d)
1. Embarrassed, no sense of privacy, not respected
2. Unprofessional healthcare institution
3. I may seek treatment in other institution