FOCUS AWARDS - Institute of Mental Health

APRIL - JUNE 2010
AN IMH QUARTERLY PUBLICATION
IMHLINK
MICA (P) 235/09/2008
WHAT’S INSIDE
FOCUS
ASK THE EXPERT
SNAPSHOTS
PATIENT MATTERS
WHAT’S ON
FOCUS
IMH is Tops Among National
Specialty Centres in 2009
Customer Satisfaction Survey
AWARDS
Our Star Winners
FOCUS
02
IMH Achieves Top Ranking
Among National Specialty
Centres in 2009 Customer
Satisfaction Survey
APRIL - JUNE 2010
Patients Give IMH the Thumbs UP for Good Service!
IMH is tops among the National Specialty Centres (NSCs) in the MOH Customer Satisfaction
Survey 2009 (CSS), with patients’ overall satisfaction and experience scores hitting the 90
percent mark.
Commissioned by the Ministry of Health (MOH), the annual CSS assesses the level of satisfaction
of patients in restructured hospitals and polyclinics with the objective to fine-tune the level of
service provided.
IMH’s Report Card
PATIENTS’ OVERALL SATISFACTION
IMH attained the highest score among the NSCs, with 90.1 percent.
IMH clinched six world class ratings for its facilities,
knowledge/skills of doctors, knowledge/skills of
nurses, care/concern of doctors, care/concern of
nurses, and staff explanation.
For Year 2009
78.2%
NSC 1
79.1%
NSC 2
WORLD CLASS ACHIEVEMENT FOR
SIX SERVICE AREAS
Facilities
W
Care Coordination
N
Knowledge/Skills of Doctors
W
Knowledge/Skills of Nurses
W
Care/Concern of Doctors
W
Care/Concern of Nurses
W
PATIENTS’ OVERALL EXPERIENCE
Staff Explanation is Clear
W
We topped the score among the other NSCs at 92 percent.
Knowledge/Skills of Allied Health
E
Care/Concern by Allied Health
E
85%
NSC 3
65.8%
NSC 4
85.3%
NSC 5
77.1%
NSC 6
90.1%
IMH
NSC = National Specialty Centre
For Year 2009
W = World Class
N = Normal Class
79.2%
NSC 1
70.4%
NSC 2
82.4%
NSC 3
68%
NSC 4
83.7%
NSC 5
78.7%
NSC 6
92%
IMH
NSC = National Specialty Centre
E = Excellence Class
P = Poor
WILLINGNESS TO RECOMMEND THE
HOSPITAL’S SERVICES
Despite the reluctance of many patients to talk about
their mental conditions with others, their willingness
to recommend the hospital’s services to others has
gone up over the years. IMH’s score in this area
has risen from 74.8 percent in 2005 to 83 percent
in 2009.
“As doctors, we know how
important it is for patients
and their families to know
that we care for them.
This is especially so when
taking care of those who
are mentally unwell and
feeling down. Learning to
listen to our patients is the fundamentals of
psychiatric care. We are happy that our patients
have acknowledged and affirmed our doctors’
dedication and commitment. We will continue
to treat our patients with dignity and respect and
provide the best care possible.”
Mr Leong Yew Meng, Chief Executive Officer
A/Prof Rathi Mahendran, Chairman Medical Board
How Our Staff Wow Our Patients
Crowd management in clinic to improve waiting time.
Special activities occupy patients while they wait to see the doctor:
Towel bunny making.
Wow, IMH Cares!
Interpreters help improve doctor-patient communication.
IMH has full-time interpreters who are mostly retired
nurses and are familiar with medical terminologies.
They are fluent in Malay, Mandarin and dialects such
as Hokkien, Teochew, Hainanese, Cantonese and
Hakka. Many of the elderly patients who are nonEnglish speaking feel assured to have an interpreter
beside them when being seen by a doctor who does
not speak their language or local dialect.
While waiting to see the doctor, we keep patients’
minds active and fingers nimble by engaging them
in meaningful and fun activities such as balloon
sculpturing and simple craftwork during festive periods.
Staff are also trained to look out for patients who may
need immediate attention so they can accord them
priority in seeing the doctors.
Reminding our staff during roll call on meeting service standards.
03
APRIL - JUNE 2010
“We take the Customer
Satisfaction Survey as an
opportunity to listen to what our
patients and their caregivers are
telling us so that we can improve
our service level. We strongly
believe in the three ‘treasures’
of healthcare professionals –
medical skills, pharmacology, and most importantly,
giving words of comfort and encouragement. We
must keep up the good work not just to please our
patients but most importantly, to give them the best
care that they deserve. Patient safety and outcomes
remain our priority.”
FOCUS
A Word from Our CEO and CMB
IMH Tops 2009 Customer Satisfaction Survey
FOCUS
Serving Our Patients from the Heart
APRIL - JUNE 2010
04
“We should always put
ourselves in the shoes
of our patients and
treat them the way we
want to be treated.”
Ms Doris Koh,
Senior Nurse Manager,
Emergency Services
“I enjoy what I am doing
and take great pleasure to
do my best for the patients.”
Ms Michaela Manoza,
Senior Nurse,
Specialist Outpatient Clinic
“I feel the three key
things to service
excellence is to
welcome our patients
with a bright smile,
serve them with
passion and lend them
a listening ear.”
Ms Doris Wooi,
Senior Patient
Service Associate,
Specialist Outpatient Clinic
“As clinicians, we need
to constantly remind
ourselves that therapeutic
approaches will only work
if we remain empathic and
compassionate towards
our patients. While we
have done well for the
MOH survey, we must
continue with the good
rapport that we have with
our patients and not let our
guard down.”
Dr Lim Boon Leng,
Associate Consultant,
Department of
Community Psychiatry
“My passion is treating
women suffering from
emotional, marital and
financial stress. Being
a wife and mother
myself, I try my best to
empathise and help my
women patients and
their children to the
best of my abilities.”
Dr Goh Yen Li,
Consultant,
Department of
General Psychiatry 2
“To me, service excellence
is all about passionate
people serving with their
heart. I try to understand
the needs of our patients
and look for ways to
improve their experience at
the clinic.”
Ms Ng Ping Ping (left),
Clinic Manager
“Service excellence is not a
skill; it is an attitude. Bring
a good attitude to work
with you and customers
will feel it all day long.”
Ms Esther Quek (right),
Assistant Manager,
Ambulatory Services
“The clinic team has made
great efforts to understand
our patients’ needs.
Together we will continue
to look for ways to make
a difference to the lives of
our patients!”
Ms Susan Lim,
Senior Manager,
Ambulatory Services
“Our patients come
to us in their time of
need and are most
vulnerable. I constantly
remind myself that
while I do not have
a solution to all their
problems, just being
there for them to lend
a listening ear provides
much solace.”
Dr Jimmy Lee,
Associate Consultant,
Department of
General Psychiatry 1
Mr TS Lim*
“I love the staff here as they are professional and good. I am
very grateful to them.”
Ms Tan SL*
“Please convey our heartfelt thanks to the frontline
administration officers at BMC Geylang Polyclinic, the
nurses attending to my mother for her monthly injection and
the doctors who took care of her and who gave us leeway in
making visits without her.”
“Dear nurses, doctors and staff, thank you very much
for the professional help I’ve received at IMH. The
nurses are kind, effective and take good care of the
patients. You put a smile on my face with all your
reassurances. A big heartfelt hug to all of you!”
05
Ms HM Wong*
“I’m quite impressed with the cleanliness of
the hospital and staff. They are very caring and
understanding.”
Mr Rahman*
“Words cannot adequately express our gratitude to
your staff.”
Ms Alison Loh*
Mr Ismail*
*All names have been changed to protect patients’ confidentiality.
We Want to Make a Difference!
Child Guidance Clinic
Specialist Outpatient Clinic
Community Wellness Centre
Emergency Services
APRIL - JUNE 2010
“I would like to commend your staff at the reception
for their excellent service; they were understanding and
accommodating.”
FOCUS
What Our Patients and Their
Families Say About Us
Stars of IMH
AWARDS
Winners of the PS21 Star Service Award
BY DEBORAH KOH, CORPORATE COMMUNICATIONS
APRIL - JUNE 2010
06
(From left) Prof K Satku, Director of Medical Services, Ministry of Health with Dr Lee Cheng and NC Tan Soek Keow.
Our heartiest congratulations to Nurse Clinician
Tan Soek Keow and Dr Lee Cheng on winning the
PS21 Star Service Award!
NC Tan, from the Child and Adolescent inpatient unit
at Sunrise Wing, won the Distinguished Star Service
Award, while Dr Lee, Chief of Community Psychiatry
and Programme Director of Community Mental Health
Team, received the Star Service Award.
The PS21 Star Service Award is a national award given
in recognition of public officers who have consistently
demonstrated high standards of service excellence. By
celebrating exemplary role models, the PS21 Star Service
Award encourages and inspires all public officers to strive
towards higher standards of customer service in their work.
From this pool of winners, a selected group who went beyond
the call of duty to deliver excellent service are conferred the
PS21 Distinguished Star Service Award.
NC Tan, who clinched this coveted win, shared: “This award
is made possible because of the great team spirit among the
whole multidisciplinary team. I also believe that every little
effort I make helps to improve the quality of life of my patients
and their families. The happy smiles on my patients’ faces
spur me on as I know the care and effort I put in my work will
make a difference to our young patients and their families.”
“As a doctor, I strive to make a positive impact on the lives
of my patients and their caregivers. Patients are especially
vulnerable when their mental state is not stable. I believe
in allowing patients or caregivers to call or email me if
they have any queries or concerns about their illness or
treatment. I also believe in treating our patients as persons. It
is important to go the extra mile in delivering patient care,”
said Dr Lee.
NC Tan Soek Keow receiving the PS21 Distinguished Star
Service Award from Deputy Prime Minister and Minister for
Defence, Mr Teo Chee Hean.
NC Tan and Dr Lee received their awards from Mr Teo Chee
Hean, Deputy Prime Minister and Minister for Defence, at the
Excellence in Public Service Awards Ceremony in May 2010.
Having a Heart for Patients
For being selfless, compassionate and going
beyond their call of duty, five of our staff
were bestowed with the Healthcare Humanity
Awards (HHA) this year. The award honours
and recognises healthcare workers who
exemplify the values of courage, extraordinary
dedication and steadfastness in work ethics.
Our IMH winners (from left to right): NE Poh Chee Lien,
SNM Doris Koh, Dr Cai Yiming, Senior Consultant,
SSN Chia Hwee Huang and NC Leow Me Lye.
A prolific writer, Dr Cai Yiming, Senior Consultant, Department of Child and Adolescent
Psychiatry has written more than five books based mostly on his observations and clinical
practice as he strongly believes in mentoring and nurturing the younger team. “I want
to share my experiences in helping children and their families especially with the next
generation of doctors so that they know what we did and can carry on and improve their
clinical skills and services,” said Dr Cai.
Ms Doris Koh, Senior Nurse Manager, Emergency Services, once spent about three hours
under the hot sun in the hospital’s car park trying to coax a patient to come out of his car
and receive help. Calm and reassuring by nature, she often has to deal with patients in crisis.
When asked if the stresses of work ever get to her, Ms Koh said, “We want to touch the lives of
patients. People come in so distressed, we just want to help them stand up again.”
Shy and quiet by nature, Ms Poh Chee Lien, Nurse Educator, Training, often surprises her
colleagues with her courage when managing difficult patients. Upon learning that some
of the nurses had difficulty in managing patients with mental deficiency, she read up on
behaviour modification and designed a series of behaviour modification teaching sessions
for the nurses. A mother of three young children, Ms Poh has worked in IMH for 15 years.
She said, “It is heart warming to meet patients after their discharge and to know that they
are coping well in the community.”
Throughout her nursing career, Ms Chia Hwee Huang, Senior Staff Nurse, Infection Control,
has consistently displayed extraordinary courage and dedication while tending to infectious
patients. Her selflessness is also evident in her voluntary community work with the poor
and needy handicapped, providing continence care for them in their homes and helping to
change their catheters and naso-gastric tubes. “To be able to use my skills to help those in
need is my own little way of giving back to society. It gives me great joy and satisfaction,”
Hwee Huang shared.
An avid mental health advocate and friend to her patients, Ms Leow Me Lye, Nurse
Clinician, Community Mental Health Team, often visits her patients in their homes. Once
when she saw her patient staying in a stench-filled, rubbish laden home, Me Lye arranged
to clean up the house and cajoled the patient to part with her “collection” of junk. “I try
to help where I can to ensure our patients get the support to cope with their condition and
remain mentally stable for as long as possible in the community.“
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APRIL - JUNE 2010
BY PENNY CHUA, CORPORATE COMMUNICATIONS
AWARDS
Winners of the Healthcare Humanity Awards 2010
AWARDS
A Career Switch that Paid Off
APRIL - JUNE 2010
08
Winner of NTUC May Day CBF Model Partnership
2010 Award
BY PENNY CHUA, CORPORATE COMMUNICATIONS
At age 41, he was at the crossroad of his career. Having
been in the transportation and manufacturing industries
for more than 13 years, Mr Christopher Kan wanted job
stability as there were major changes in his company. It
was also a trying time for him then as his mother was
diagnosed with cancer. He wanted to be a better caregiver
to his mother, so he took a leap of faith and joined the
Institute of Mental Health (IMH) in 2005 as a healthcare
attendant (HCA).
Sadly, not long after he joined the hospital, his mother
passed away. Mr Kan dedicated his new career in memory
of his mother. He wanted to make a difference with
his life.
Mr Kan has not looked back since. Five years on, his
efforts and dedication have paid off and he is one of
the 118 winners in this year’s NTUC May Day CBF
Model Partnership 2010 Award. The award recognises
outstanding workers and organisations for delivering
exceptional performance and contributions by improving
productivity, enhancing competency, and becoming
more adaptable.
Elated and honoured to receive this award, Mr Kan said,
“This award is an affirmation that my contributions are
recognised by the management. I am grateful for their
support and guidance.”
His compassion and care towards his patients are evident
in the numerous compliments that he had received.
The daughter of one of his patients wrote to express
her appreciation for the care given and made special
mention of Mr Kan’s excellent service. For his outstanding
performance, he was awarded IMH’s “Sayang Award” in
the same year.
Currently sponsored by IMH to pursue his Diploma in
Nursing at the Nanyang Polytechnic, Mr Kan will return to
the hospital upon his graduation in 2012 as a Staff Nurse.
“This award is an affirmation that my contributions
are recognised by the management. I am grateful for
their support and guidance.”
Mr Christopher Kan, Healthcare Attendent
IMH, in her continuous pursuit toward excellence, is the
first and only hospital to be recognised with the Singapore
Quality Class (SQC) STAR award. The SQC Star award
is given to organisations for meeting the requirements
determined by the Business Excellence Framework during
the SQC Renewal Assessments.
AWARDS
Singapore Quality Class STAR Award
09
Only 11 organisations were awarded with the SQC STAR
which was presented on 30 March at the Grand Copthorne
Waterfront Hotel by Prof Cham Tao Soon, Chairman of
SQA Governing Council.
Mr Leong Yew Meng, IMH CEO (right) receiving the SQC
Star Award from Prof Cham Tao Soon.
Sharing Kaizen with the Thais
BY DEBORAH KOH, CORPORATE COMMUNICATIONS
A group of 24 Thai delegates from various hospitals led by the
Healthcare Accreditation Institute and the Thailand Productivity
Institute visited IMH in April 2010 to learn about our Kaizen* Journey.
The delegates were briefed how the Pull Principle (the provision
of therapy upon demand) was applied to reduce the waiting time
for first visit appointments in the Child Guidance Clinic; and how
Visual Management helped to attain smoother patient flow in our
Emergency Services Department. They also visited the National
Addictions Management Service (NAMS) clinic to observe how
the design of the clinic helps to optimise the flow of materials and
information within the facility.
A group photo to commemorate the visit.
One of the delegates, Mrs Tassaneeya Attanon,
International Relations Department Manager, Thailand
Productivity Institute said, “We have seen how most
Singapore hospitals including IMH have been applying
and implementing Lean Management successfully. This
visit will motivate our members who will implement Lean
Management in their hospitals back home.”
* “Kaizen” refers to the Japanese word which means
continual improvement through activities whether big
or incremental, to change things for the better.
Our Thai delegates visiting IMH’s Kaizen room.
APRIL - JUNE 2010
Auditors from Spring Singapore assessed IMH in good
stead for the seven categories in SQA, namely, leadership,
planning, information management, human resource,
operation, customers and results.
ASK THE EXPERT
10
Ask the Expert
-Getting a Diagnosis for
Mental Illness
DR GEORGE FERNANDEZ
SENIOR CONSULTANT AND ACTING CHIEF
APRIL - JUNE 2010
DEPARTMENT OF GENERAL PSYCHIATRY 2
QUESTION
My friend has an unhealthy fascination for a leader in her religious organisation. She is married
with a young child and her husband is a well-established professional. I started noticing that her
behaviour has been increasingly strange a couple of months ago. She would snip news articles from
the newspapers and keep them. They are just random news with no fixed theme or topic. She believes
that the leader communicates with her through these stories and one day, he will arrange for her to
be together with him. She also believes that her house is bugged and someone is eavesdropping on
her conversations. She is suspicious of people and things around her all the time. I tried talking to
her husband about her behaviour but he seemed to be in denial. I am concerned for my friend and
especially how her erratic behaviour might affect her child.
What is she suffering from and how as a friend can I help her?
ANSWER
It is necessary for your friend to go for a thorough examination
to determine if she has a mental condition. A usual psychiatric
evaluation stands on three pillars:
a. History taking
b. Mental state evaluation
c. Investigations and observation of the patient over time
through further reviews, if necessary.
You have provided the account through your observations of
your friend and also a description that her husband does not
seem to think there is anything wrong with her. Either party
could be right. We can only be certain who is correct when
your friend is evaluated. If she is not directly evaluated, we
cannot be certain if there might be a psychological problem.
The history given by you suggests that there may be a problem
brewing with your friend. The parts of the history that give
rise to concern are the observations of a recent development
of strange behaviours such as the collection of random news
articles, inappropriate suspiciousness, the suggestion that in
your friend’s mind that there is a ‘relationship’ with a leader of
a religious organisation when there may not be one in reality,
etc. All of these reported behaviours raise concerns about
your friend’s mental state. However, her psychological status
can only be evaluated properly if she seeks or is brought to
professional help. There may be underlying medical problems
as well that can cause people to become inappropriately
suspicious, and to behave oddly.
I encourage you to continue to show care and concern as
a friend. If the situation permits, you may suggest that your
friend see a professional for an evaluation. If she is willing, you
could arrange for her to see a general practitioner who could
make the necessary basic evaluation and refer her for a further
review with a specialist if necessary.
Useful Numbers:
IMH General Enquiries: 6389 2000
IMH Appointment Line: 6389 2200
Developing Our Staff Under the Healthcare
Manpower Development Programme
SNAPSHOTS
Learning from the Best
APRIL - JUNE 2010
11
The EPIP team (from left) Mr Spencer Yuen, Dr Sujatha Rao and Ms Helen Lee.
IMH is committed to further develop our specialists and ensure they
keep abreast of the latest medical science and practices. Over the
months, our staff were sent for various learning attachments under
the Healthcare Manpower Development Programme (HMDP).
Such learning stints provide our multidisciplinary team first hand
exposure to best clinical practices from renowned healthcare
establishments around the world. This is what they have to say
about their experience abroad:
Staff from the Early Psychosis Intervention Programme (EPIP)
comprising of case managers Ms Helen Lee and Mr Spencer Yuen,
and Associate Consultant Dr Sujatha Rao, visited the Orygen Youth
Health Centre in Melbourne last year. They were attached to the Early
Psychosis Intervention and Prevention Centre to observe the Youth
Access Team for a better understanding of how large organisations
support youths with mental illness.
Mr Yuen summed up the team’s sentiments about their learning
experience, “The numerous briefings, observations and discussions,
running of group work, and talking to the staff enhanced our clinical
skills. We aim to translate what we have learnt into better service
delivery to our clients.” Dr Rao added, “From the experience gained
during my attachment, I have implemented monthly meetings within
our services to discuss the management of treatment resistant patients
to seek options to avoid a protracted recovery.”
Our doctors who had also returned from the
HMDP include:
• Dr Tan Hwee Sim, Associate Consultant,
National Addictions Management
Services, who went to the Yale School of
Medicine to learn more about gambling
and other addictive disorders,
• Dr Goh Yen Li, Consultant, General
Psychiatry, who underwent training at
Stanford University Medical Center, with
special focus on psychiatric treatment
of adult women suffering from mental
illnesses, and
• Dr Leong Jern-Yi, Consultant, Community
Psychiatry, Community Mental Health
Team, who trained at the University of
California Los Angeles in psychiatric
rehabilitation.
We congratulate our staff upon the completion of
their HMDP and look forward to more returning
to IMH to share their expertise and knowledge
for better patient care.
SNAPSHOTS
APRIL - JUNE 2010
12
IMH Doctors Appointed to Teach in
School of Medicine
BY SUSAN DING, CORPORATE COMMUNICATIONS
Dr Sim Kang, Consultant, General Psychiatry, and Dr Leong
Jern-Yi, Consultant, Community Psychiatry, Community Mental
Health Team, have recently been appointed Adjunct Assistant
Professors at the Yong Loo Lin School of Medicine.
For Dr Kang, the position has offered him the opportunity to give
back to the next generation of psychiatrists what he had received
during his undergraduate and postgraduate education. “The
wonderful thing about teaching is that, one is engaged in the
quest for continual learning. I believe teaching is an enriching
and meaningful experience,” he said.
As for Dr Leong, the appointment as an Adjunct staff affirms
his passion in mentoring and teaching the younger generation
of doctors and healthcare professionals. Having received the
National University of Singapore’s (NUS) Excellence in Teaching
Award in 2006, Dr Leong hopes to groom future Clinical
Educators by pursuing more effective and innovative teaching
methods. “Teaching is more than the passing of knowledge and
best practices. It is also to inculcate a positive attitude and a
learning spirit among the younger generation,” he added.
We wish both doctors an enriching time as they groom the
future generation of doctors.
Dr Leong Jern-Yi (left) and Dr Sim Kang.
Veteran Visiting Psychologist
Mentors CGC Team
BY SUSAN DING, CORPORATE COMMUNICATIONS
The Child Guidance Clinic (CGC) welcomes
Mr David Oon as a Visiting Psychologist in
April this year. Mr Oon holds a Master of Arts
in Clinical Psychology from Sydney University
and was previously a psychologist at the
Woodbridge Hospital in the 70s. He was vital
in shaping the growth and development of the
hospital’s budding child psychological service in
the late 70s. Currently running his own private
practice, Mr Oon will supervise and train the
team of young psychologists as well as take on
cases at the Child Guidance Clinic. His care and
compassion have helped him to build rapport
with his patients and their families. CGC will
certainly benefit from his wealth of knowledge
and experience as a mentor and a practitioner.
Mr David Oon (right) discussing a case study with one of our CGC psychologists.
BY RAPHAEL LIM, NAMS
Doctors, nurses, counsellors and a psychologist from the National
Addictions Management Service (NAMS) attended two training
programmes by internationally-renowned experts.
13
Dr Bruno Cayoun explaining MiCBT to NAMS staff.
The other workshop in March was on Advanced Counselling
conducted by well-known addictions expert Dr David Powell.
He has developed a model of clinical supervision blending
aspects of several supervision theories, and addresses the
different dimensions of clinical supervision (e.g., influence,
therapeutic strategy, and counsellor in treatment).
Dr David Powell (seated, third from right) with the NAMS team.
NAMS participants gained insightful perspectives through
their discussions on clinical practices. The training is part of
the continuing enhancement of clinical standards at NAMS
to meet patients’ needs.
Out in Bookstores
Now: New Book
on Pathological
Gambling
“Overcoming
the Odds”
BY SURESH ANANTHA, NAMS
BY NIKI TEE, NAMS
The National Addictions Management
Service (NAMS) team has written
Singapore’s first book on pathological
g a m b l i n g e n t i t l e d “ D o n ’t Gamble
Your Life Away: Help for Pathological
G a m b l e r s ” . Th e b o o k i s f or both
p r o f e s s i o n a l s a n d l ay p e r s ons and
discusses topics related to pathological
gambling, including the current
gambling landscape in Singapore, understanding pathological
gambling and its etiology, treatment approaches, community
resources and impact on families.
On 17 April 2010, the National Addictions
Management Service (NAMS), in collaboration with
the National Council on Problem Gambling (NCPG),
organised its first Problem Gambling Forum entitled
“Overcoming the Odds”. Held at the Singapore
Management University (SMU), about 300 people
attended the English and Mandarin sessions to learn
more about problem gambling, how it affects families,
and the avenues to seek help. Problem gambling
affects sufferers and their loved ones. In severe
instances, it can disrupt important life functions –
whether psychological, physical, social or vocational.
The book is available now at NAMS at a special discounted
price of S$20 (Call 6389-2396) or at major bookstores
in Singapore at the recommended retail price of S$25
(before GST).
For more information on problem gambling, visit
the NAMS website at http://www.nams.sg or
call the National Problem Gambling Helpline at
1800-6-668-668 to speak to a trained counsellor.
–Problem Gambling
Forum 2010
APRIL - JUNE 2010
The first workshop, “Addressing Gambling Addiction with
Mindfulness-Integrated Cognitive Behaviour Therapy (MiCBT)”,
took place in February 2010 and was conducted by Dr Bruno
Cayoun, an Australian clinical psychologist. Developed by
Dr Cayoun, MiCBT integrates mindfulness skills training with
the principles of traditional cognitive behaviour therapy. This
approach is used worldwide and has been used to help a range of
chronic psychopathologies including Bipolar Affective Disorder,
alcohol abuse and Borderline Personality Disorder.
SNAPSHOTS
International Experts Train
NAMS Clinicians
SNAPSHOTS
In Celebration of Social Workers’ Day
Social Workers’ Day is celebrated worldwide on the third Tuesday in March annually. With the
spotlight on this profession, IMH Link brings you a heartwarming story on Senior Medical Social
Worker Ms Koh Li Lian.
APRIL - JUNE 2010
14
BY VERA SOO, CORPORATE COMMUNICATIONS
Our MSW staff in a celebratory mood on their special day.
As a child, Ms Koh grew up in a one-room rented flat with her
father being the sole breadwinner. Despite not being well-off,
her family was close-knit and united.
When she was 15, Ms Koh started volunteering and was inspired
by how the physically disabled overcame their infirmity to excel
in various fields such as drawing and information technology.
Later on, as she volunteered with mentally-ill persons, she saw
how they could recover from, or manage their illness and lead
normal lives. She read about how chronic illnesses, especially
mental illnesses, can be very disabling for people and their
families and chose to go into medical social work to help
persons with mental health issues and their caregivers cope and
deal with their difficulties.
Ms Koh joined IMH in 2004 and her passion to work in the mental
health sector has not waned since. She counsels people with
psychiatric conditions and often involves their families as well.
“This has been a most rewarding journey, both professionally
and personally. I see the patients’ immense strength and hope I
can continue helping them in their relentless life struggles.”
On her life philosophy, Ms Koh shared, “ I think that it is more
fulfilling to give than to receive. More often than not, you will
find that the fruits that you reap – mostly intangible ones – are
more life enhancing than if you were to just wait and receive.”
Wise words indeed from one who has risen beyond her own
circumstances to give a hand to those in need.
“I think that it is more fulfilling
to give than to receive. More
often than not, you will find that
the fruits that you reap – mostly
intangible ones – are more life
enhancing than if you were to
just wait and receive.”
Koh Li Lian (left),
Senior Medical Social Worker
Commemorating Social
Workers’ Day
IMH’s Medical Social Work department commemorated
Social Workers’ Day on 22 March. Themed “Redefining
Passion”, the celebration was a cosy affair that brought
medical social workers together for a time of reflection
and reigniting of their passion for the vocation. They
reviewed how they could better complement the
hospital’s directions and face the challenges ahead.
Younger staff also took the chance to express their
appreciation to their supervisors, thanking them for
their guidance and mentorship.
专家咨询
焦点
-如何诊断精神疾病
GEORGE FERNANDEZ医生
问
我有个朋友，已婚有子，先生是成功的专业人士，但她对所属宗教组织的某领袖有非分
之想。几个月前，我开始注意到她的举止越来越不寻常。她会剪下报纸新闻并收藏起
来，但她收藏的只是些普通新闻，无特定范围或主题。她坚信该宗教领袖通过这些报
纸新闻跟她暗通信息，并会有所安排，最终跟她双宿双飞。她也肯定有人在她家安装
了窃听器，图谋窃听她的谈话内容。对周围的人与事，她总是疑神疑鬼。我找她先生谈
过她的行为，但他似乎不愿承认有这样的事。我对这位朋友的处境感到担忧，对她的
怪异行为如何影响其幼儿，尤感不安。
她患上什么病？我这个朋友该怎样帮她？
答
您的朋友必须接受全面检验，才能确定是否患上精神疾
病。一般的心理评估程序包括三方面：
a. 病史采取
b. 精神状态评估
c. 如有需要，通过进一步检查，对患者进行调查与纵
向观察
您对她观察后提供了上述看法，并说她先生并未觉得她
有何不妥。你们俩谁对谁错都有可能。只有评估过您的朋
友后，才能知道答案。如果她不直接接受评估，就无法确
定她是否有心理障碍。
从您描述的事件看来，您的朋友似乎有点问题。引起我们
关注的，是她近来不寻常的举止，如随意收集报刊文章、
毫无来由的疑神疑鬼，一厢情愿地认为与某宗教组织的
领袖关系亲密，但事实上可能全无此事等等。从您描述的
这种种行为看来，她的精神状态令人担忧。但是，她必须
自行或让人带她去寻找专业协助，否则，其心理健康状态
无法评估。身体健康如有其他问题，也可能导致患者草木
皆兵、举止怪异。
我鼓励您继续关心她。如果情况允许，可建议她找个医
生评估。如果她愿意，可先安排看普通医生，接受初步评
估。如有需要，再转诊给专科医生进一步检查。
电话号码：
心理卫生学院一般询问号码：6389 2000
心理卫生学院预订咨询时间专线：6389 2200
APRIL - JUNE 2010
15
高级专科顾问兼代主任
普通精神科
焦点
2009年度全国专科医疗中心客
16
户满意度调查，心理卫生学院名
列前茅
APRIL - JUNE 2010
心理卫生学院服务一流，患者齐声赞扬！
在《卫生部2009客户满意度调查》中，心理卫生学院在各个全国专科中心中脱颖而
出，名列榜首，在患者整体满意度与服务体验两项中，更获得高达90%的佳绩。
该年度客户满意度调查由卫生部委托进行，旨在评估患者对政府重组医院与政府诊
所的满意度，以改进服务水平。
心理卫生学院的成绩单
患者整体满意度
勇夺六个服务项目的世界级成就
心理卫生学院在所有全国专科中心的行列中名列前茅，获得
90.1%的佳绩。
心理卫生学院在设施、医生的知识/技术 水
平、护士的知识/技术水平、医生对患者的护
理与关怀、护士对患者的护理与关怀、职员
解说水平等六方面荣获世界级等级。
2009 年
78.2%
NSC 1
79.1%
NSC 2
医院设施
W
医疗服务的协作
N
医生的知识/技术
W
护士的知识/技术
W
医生的关心/关怀
W
护士的关心/关怀
W
患者整体服务体验
职员解说清楚详尽
W
我们再度领先其他全国专科中心，成绩高达92%。
医技辅助人员的知识/技术
E
医技辅助人员的关心/关怀
E
85%
NSC 3
65.8%
NSC 4
85.3%
NSC 5
77.1%
NSC 6
90.1%
IMH
NSC = 全国专科中心
2009 年
82.4%
83.7%
推荐医院的服务的意愿
70.4%
NSC 2
NSC 3
世界级别
一流级别
一般级别
未符标准级别
World Class (W)
Excellence Class (E)
Normal Class (N)
Poor (P)
79.2%
NSC 1
=
=
=
=
68%
NSC 4
NSC 5
78.7%
NSC 6
92%
IMH
NSC = 全国专科中心
虽然患者通常不愿向其他人透露病情，但他
们推荐本院服务的意愿却逐年上升。心理卫
生学院在这方面的成绩从 2005 年的74.8% 上
升到2009年的83%，可谓大有改善。
“患者与其家属知道医生
真正关心他们，才会安心养
病。身为医生，做好这点极
为重要。照顾精神不健全而
情绪低落的患者时，尤其要
在这方面用心去做。学会聆
听是心理治疗的基础。我们
的医生认真付出，从而获得患者认可，令人欣
慰。我们将继续尊重患者，维护他们的尊严，
为他们提供最佳的医疗服务。”
院长梁友铭先生
医疗委员会主席 Rathi Mahendran 副教授
我们的职员如何赢得患者的喝彩
诊所内人流控制以缩短等候时间。
安排特别活动给候诊患者消磨时间－制作毛巾兔子。
好耶，心理卫生学院关爱患者！
传译服务改善医生－患者间的沟通效果。
心理卫生学院聘有全职传译员，他们多数是退休的
护士，特别熟习医药术语，同时精通马来语，华语，
也懂一些福建、潮州、海南、广东与客家话等华族方
言。年长患者多不说英语，而有些医生则不谙患者的
语言，更不会方言，这时，有传译员从旁协助，患者心
里就踏实得多。
佳节时分，我们还让患者在候诊时做些气球雕塑或
简单的手工，这些活动颇有意思且趣味盎然，可让
他们保持心思灵敏、手指灵活。
我们的职员训练有素，能辨识需要及时协助的患
者，以安排他们优先看诊。
点名训话时提醒职员，要达到服务水平。
17
APRIL - JUNE 2010
“客户满意度调查是个好
机会，可以聆听患者和他们
家 人 的 心声，借 以 改 善 服
务水平。我 们 坚 信保 健 医
疗人员有‘三宝’，即医术、
药物、良言。
“良言”可以宽
慰患者，鼓舞患者，尤为重
要。我们必须不断努力，不仅要让患者宽心，
更要为他们提供最佳的治疗。患者安全与治
疗效果，始终是我们的关心所在。”
焦点
院长与医疗委员会主席的致辞
客户满意度调查(2009) - 心理卫生学院名列前茅！
焦点
发自内心地去服务患者
APRIL - JUNE 2010
18
“我们要时时为患
者设身处地地着
想，你 希望 别 人 怎
样 善 待 你自己，就
怎样善待患者。”
“我热爱工作，为患者
提供最佳服务给我莫
大的乐趣。”
专科门诊部高级护士
Michaela Manoza
紧急部资深护士长
许淑娟
“医 生 对患者要 有爱
心 ，各 种 疗 法 才 有 成
效。临床医生要牢记这
点。虽然卫生部的调查
显示我们表现不俗，但
我们还 必须继 续 维持
跟 患者建立起 来的密
切关系，不能松懈。”
社区精神科副专科顾问
林汶龙医生
“提供卓越服务的
关键是笑脸以 对、
热 情 服 务、用 心 聆
听。”
资深病人服务助手
魏妙芳
“ 诊 所 团 队 提 供了良
好的照顾与服务，他们
尽全力去了解患者的需
求 。我 们 将 继 续 携 手
合作，想法改善患者的
人生。”
门诊服务部资深经理
林惜琴
“ 妇女患者可能在
精 神、婚 姻 与 财 务
方 面 有困 难，我 全
力 给 她 们 治 疗。我
自己身为人妻人母，
总是 为她们多方设
想，竭尽所能，为女
性患者和她们的孩
子解决困难。
普通精神科专科顾问
吴燕丽医生
“所谓提供卓越服务，
就是热爱工作，用心服
务。我努力了解患者和
其需求，并想方设法改
善他们在本诊所的求诊
过程。”
门诊经理
黄彬彬(左)
“卓越服务的关键只在
态度，不关 技能。工作
时热忱投入，客户会感
觉得到的。”
门诊服务部副经理
郭淑芸(右)
“患者往往在处境
艰 难，极 为脆 弱 的
时候才找到我们。
虽然我没法把他们
的问题全 都解决，
但我时常提醒自
己，就算只是聆听，
也会给他们极大的
宽慰。”
普通精神科副专科顾问
李志强医生
TS Lim先生*
“我敬爱这里的职员，因为他们既专业又善良。我非常
感激他们。”
Tan SL小姐*
“请向芽笼心理门诊部的职员转达我们诚挚的谢意，
感谢每月帮我母亲注射的护士，感谢照顾她的医生。那
位医生很通情达理，当我母亲因故无法亲临诊所时，她
仍然给予我们专业的咨询与服务。”
“亲爱的护士、医生与职员，我在心理卫生学院
获得了专业协助，非常感谢大家！这里的护士心
地善良，办事有效率，把患者照顾得很好。你们
努力安慰我，让我脸上绽放笑容。我要给大家最
诚挚的拥抱！”
19
HM Wong小姐*
“医院环境清洁，职员整齐干净，让我印象深
刻。工作人员细心入微，善解人意。”
Rahman先生*
“我对贵院职员的感激之情，难以用笔墨来形容。”
Alison Loh小姐*
Ismail先生*
* 所有名字均为假名，以保护患者隐私。
我们想要有所不同！
儿童与青少年辅导诊所
专科门诊部
社区健康中心
紧急部
APRIL - JUNE 2010
“接待处职员善解人意、体贴温馨，服务堪称一流，我
要表扬他们。”
问咨询专家
患者与其家属的感言
WHAT’S ON
Children, Youth and Resilience
APRIL - JUNE 2010
20
A Public Forum on Mental Health and Resilience
in Children and Adolescents
Description of Forum
Target Audience
This public forum brings together psychiatrists,
psychologists, caregivers and the general public
to discuss mental wellness as a tool for building
resilience and holistic emotional wellbeing in children
and adolescents.
General Public
The half-day forum covers interesting perspectives
from two mental health experts, and caters to a
range of matters concerning today’s children and
adolescents. Participants will get an opportunity to
voice their opinions and seek expert advice.
Time
Date
Saturday, 28 August 2010
2pm – 5pm
Venue
Raffles City Convention Centre
Fees
$10 per person
(inclusive of refreshments and attractive door gifts)
Programme
Helping Children Cope with Stress
By A/Prof Daniel Fung, Senior Consultant Psychiatrist,
Vice Chairman Medical Board (Clinical Quality),
Institute of Mental Health
The Resilience Doughnut
By Ms Lyn Worsley, Clinical Psychologist, Registered Nurse,
Child, Adolescent and Family Therapist,
Director of Alpha Counselling Services
Enquiries
Please contact Ms Saleha Othman at
saleha_othman@imh.com.sg or (65) 6389 3642
for registration.
Closing Date for Registration
Friday, 20 August 2010
WE WOULD LOVE TO HEAR FROM YOU!
EDITORIAL TEAM
For any feedback on IMH Link, or advertisement enquiries,
please write to:
The Editor
Corporate Communications Department
Institute of Mental Health
Buangkok Green Medical Park
10 Buangkok View
Singapore 539747
Advisor
Ting Mei See
or email us:
enquiry@imh.com.sg
Editor
Penny Chua
Circulation Coordinator
Chris Ngiam
Committee Members
Jamilah Beevi
Deborah Koh
Eddie Chua
Fiona Foo
Susan Ding
Vera Soo
Ding Xiao Dong
Shawn Ee
All rights reserved. For re-prints of any article, please write to the Corporate
Communications Department.