Friday 15 August 2025 | 13:25-14:50 

Format: Presentation

Stream: People

Part 1: Assessing & Empowering Staff Wellness for Sustainable Joy at Work in Healthcare

Workplace stress has long been recognized as a significant challenge, particularly in healthcare settings. In 2019, the World Health Organization officially identified burnout as a substantial occupational risk factor, highlighting the urgent need for targeted interventions to support workforce wellness. In response to the growing concern over staff well-being, the SingHealth Duke-NUS Institute for Patient Safety & Quality (IPSQ) launched the Resilience in Academic Medicine (RAM) Survey in 2019. This pioneering study was the first in Singapore to evaluate burnout, sleep quality, depression, and empathy among healthcare professionals. The inaugural survey saw participation from 6,048 staff members. A second survey conducted in 2023 expanded its scope, gathering responses from 10,972 participants and introducing a new focus on workplace bullying. These surveys catalyzed the creation of dedicated wellness initiatives, including the establishment of the SingHealth Staff Wellness Council, the Office of Staff Wellness, and Institution-level Staff Wellness Offices. Through these structures, IPSQ has spearheaded efforts to co-develop programs that foster trust, teamwork, empathy, and professional behaviors, with the overarching aim of promoting sustainable joy at work.

Tan Kok Hian SingHealth Duke-NUS Institute for Patient Safety & Quality (IPSQ); Singapore

Part 2: Empowering Teams to Deliver Service Excellence

What does it take to achieve service excellence in healthcare? This session unpacks the essence of service excellence, highlighting its critical role in improving patient satisfaction, team morale, and overall care quality. It is important to explore why empowering teams is fundamental to creating compassionate, efficient, and patient-centered environments.

We will illustrate how fostering a culture of accountability and empathy enables teams to meet and exceed patient expectations. Using case studies, participants will learn actionable strategies for empowering their teams to navigate challenges and deliver exceptional service consistently.

Key takeaways include understanding how empowered teams positively influence patient outcomes, developing practical approaches to embed service excellence into organizational culture, and leveraging cross-industry best practices to enhance healthcare delivery.

Joey Hong

Part 3: Accelerating Growth as One Organisation

Bringing together a diverse workforce through a period of transformation, combined with a single purpose whilst steering the business towards sustainable growth.

Seun Ming Lee Thomson Medical Singapore; Singapore

Part 4: Building a Culture of Excellence: Transforming Quality and Safety in Community Care

Discover how St. Andrew’s Community Hospital (SACH) transformed its approach to quality improvement, reducing fall rates by more than 50%, reducing serious reportable events, and improving clinical outcomes by over 25%.

This session will share practical insights into how SACH revamped its quality framework, strengthened leadership involvement, and empowered staff with the skills to drive sustainable improvement.

Delegates will walk away with actionable lessons on building a culture of safety, optimizing resources, and achieving lasting improvements in clinical outcomes and operational efficiency. Whether you are part of a healthcare team or managing quality initiatives, this talk will inspire you to make quality improvement a priority.

Angle Lee St. Andrew’s Mission Hospital; Singapore