Page 74 - HA Convention 2015

Plenary Sessions

P3.1 Organisational Improvement through Staff Engagement 14:30 Convention Hall B
and Empowerment

Monday, 18 May Building a Patient-centred and Hassle Free Hospital
Chew KT
Khoo Teck Puat Hospital/Alexandra Health System, Singapore

Being a hassle free hospital means doing things right for the right patients, and delivering value safely to them, from the time
they admit, till they leave the hospital.

What is value in the eyes of our patients? Patients come to hospital expecting to be diagnosed, treated and given advice
on their conditions. However, in most feedback and complaints, patients also expressed the need for healthcare workers to
respect patient’s dignity, provide clear and accessible information, as well as integrated care and services, be cost effective
and consistent, good quality care and service.

The First Law of Improvement says that every system is perfectly designed to achieve exactly the results it gets. Hence,
this Workshop aims to share the framework for building hassle free hospital and managing service touch points using case
studies from the Khoo Teck Puat Hospital.

P3.2 Organisational Improvement through Staff Engagement 14:30 Convention Hall B
and Empowerment

HOSPITAL AUTHORITY CONVENTION 2015 Engaging Cast Members with the “Happy Me, Happy Guest” Motto
Choy L
Hong Kong Disneyland Resort, Hong Kong

Making lifelong memories is our goal at Hong Kong Disneyland Resort (HKDL), not just for our millions of guests each year,
but also for the 7,800 full-time and part-time Cast Members who make up our staff. Engaging this large group starts with
the “Happy Me, Happy Guest” belief, meaning if our Cast is happy at work, our guests will be happy, too. We are one of
the largest employers in the entertainment business in Hong Kong, and make a concerted effort to train every employee
in our unique Disney culture of creative excellence along with specific on-the-job training. The Cast is also empowered to
improve the larger Hong Kong community as Disney VoluntEARS. For example, the Hospital Play programme trains them in a
specialised programme to do volunteer work in hospitals with children. At HKDL, our Cast Members bring the magic to life!

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