Charles Chia
Operations Manager
NHG Polyclinics
Introduction
I joined NHGP - Ang Mo Kio Polyclinic, as a Senior Operations Executive on 5 May 2008. Prior to that, I was employed as an Executive (Operations) in the Emergency Medicine Department (EMD), NUH for 2 years 10 months.
In July 2008, I was appointed the Assistant Operations Manager, focusing on overseeing the day-to-day operations, assisting in planning and implementing work process and service quality. Apart from my polyclinic duties, I am also involved in many HQ and LEAN projects.
In July 2009, I was appointed as Operations Manager.
How does your work contribute to NHG vision and mission?
Even though I am not clinically trained, I believe Operations play a key role in coordinating patient care as we provide the backbone to the system. It is through the combined effort of our clinicians, nurses, allied health colleagues, and our careful planning, executing and sustaining of work processes that patients benefit.
For this, my work is to ensure that in the front, our frontline PSAs are able to bring smiles to our patients bringing smiles to their otherwise unwell days, while the backend supports by having robust and sustainable work processes in place.
What are some challenges that you have faced during your course of work?
Human interaction is very important in my aspect of work. Initially, it was challenging as I have my own set of idea on how things should be executed. But I have come to realize that different people I work with may have differing opinions and constraints. However, I believe as long we are clear on our directions and objectives, and willing to listen and communicate with each other, things will fall into place.
What are some of the memorable moments you have experienced in NHG?
In EMD, I was fortunate to undergo many memorable moments: daily emergencies (life and death), national emergencies (EX: Northstar IV, Mass Casualty Exercises, SparrowHawk I & II). The exposure and training (HAZMAT, LEAN) that I underwent, never fails to bring a smile when I look back.
In AMK Polyclinic, our preparation for JCI, H1N1, our camaraderie, our clinic and festive celebrations for our patients and colleagues, the warmth I experience from patients and staff, and even our housekeeping moments (i.e cleaning up store and medical records office), are all moments to laugh and smile.
What do you enjoy most about working in NHG?
The frontline work that I have been exposed to brought me closer to reality and made me more down to earth. I used to take some things for granted, but I realized that sometimes small things do matter for some people, small actions do carry a lot of weight, even a simple smile and pat on the back, can make the days for our patients waiting in anxiety.
In NHG, I learn that you need to be happy to do your best. Being surrounded by many cheerful and helpful colleagues who care for each other, made me feel the warmth I have never felt in my other employments before I joined NHG. This teamwork and family spirit brings me many smiles and gave me much strength needed to carry on my duty, to do more and add years of health life to our patients.
Thank you NHG, for allowing me to be part of this family.
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