Yan Yan
Manager
NHG Polyclinics
Introduction
I have been with NHGP since July 2006. Over the past 3 years, I have taken on portfolios including Contact Centre, Operations IT Support, Emergency planning and Business Continuity Planning (BCP).
How does your work contribute to NHG vision and mission?
I've spearheaded the development of NHGP Contact Centre to create personalized customer interface, facilitate care coordination and support care delivery model in primary care. My portfolio in leading IT projects such as PMPA Revamp and Telecare Service allows me to rationalize and implement the various strategies NHGP has set on health promotion and disease prevention, truly “adding years of healthy life”.
What are some challenges that you have faced during your course of work?
Primary care handles the highest volume of patients in the healthcare ecosystem. In my line of work, I often have to develop strategies to manage patients' expectations while maintaining quality care. In recent years, NHGP has also begun to focus on preventive care, aiming at improving population health, which requires a paradigm shift in patients' mindset.
What are some of the memorable moments you have experienced in NHG?
NHGP is a “fun” organization. Over the past 3 years, each D&D and Family Day has wowed many of us. In 2008, NHGP was the first primary care provider in Asia to receive the JCI accreditation. In the preparation leading to the JCI accreditation, I have walked endless grounds with the Ops team and reviewed lots of policies and procedures. It was truly a memorable experience.
What do you enjoy most about working in NHG?
Like a “100-year start-up”, NHGP is fast-paced and full of surprises. I enjoy being challenged constantly and feel fulfilled with each achievement.
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