Medical Social Workers (MSWs) play a vital role in a patient’s healthcare journey by supporting patients and their next-of-kins with tangible resources, helping them navigate healthcare challenges and life adversities, and encouraging them to contribute their unique strengths and skills to others.
CardioConnect shines a light on this noble profession through discussing with our MSWs, the ever-evolving nature of their work as well as challenges and triumphs that come with it.
How would you describe the role of an MSW and how has it changed over time?
Eugene: In the past, care was primarily remedial – MSWs would provide patients with necessary services as needs arose. Today, we’ve expanded to include preventive care, where we identify and develop patients’ unique talents, working alongside them to enable them to make meaningful contribution to society.
Genevieve: The current care philosophy views patients as partners and resources – a significant shift from the traditional model where MSWs were seen as providers and patients were passive recipients. Now, we embrace person-centred care, actively involving patients in developing their care plans that integrate both their life and health goals.
Our work has also extended beyond hospital walls, to ensure continuity of care after discharge, facilitated through our network of social and healthcare partners in the community. The dynamic needs of our patients also drive research and innovation, where we work with patients, multidisciplinary teams, community partners and philanthropic organisations to develop innovative care models such as LACE (Local Area Coordination and Empowerment*).
Any memorable moments or takeaways from LACE?
Jing Kai: During our Mental Wellness Bazaar last June, one of our ‘Good Life’ patients surprised us with home-cooked vegetarian food! That was particularly meaningful to me as it made me realise that care isn’t a one-way street – our patients care for and support us just as we do them.
Another memorable moment was when we customised a programme to support a patient’s ‘Good Life’ goal of returning to work. Witnessing her successful re-employment as a barista reinforced that patients have aspirations beyond their health conditions. Our mission is to help them achieve these aspirations – giving them a life, not a service.
The Mental Wellness Bazaar, organised by our MSS team, brought patients and their families together to participate in self-care activities.
What new initiatives are the team currently leading?
Janelle: One of our new initiatives involves collaborating with expressive art therapists, including art and music therapists, to provide therapeutic intervention beyond traditional talk therapy. I recall one case where a patient found his voice through music therapy. On the day of his discharge, he composed and performed a song expressing his gratitude to his wife and the healthcare team! Through this experience, he not only learned to cope with the difficulties of his condition but also created a lasting legacy through his music. His journey marked by resilience, courage, and love, truly inspired our entire team.
Leaving a legacy through music – our care team together with a patient who benefitted from music therapy.
Joanne: Our MSWs have partnered with Changi General Hospital’s (CGH) Centre of Person Centred Care (CPCC) to develop an educational curriculum on LACE. This programme focuses on facilitating goal-centric conversations, and supporting patients in achieving their goals. We have also invited patients to the training sessions to provide feedback to the participants, an approach that was well received by all attendees.
Min Yu: While these initiatives in the community are important, we also implement person-centred care approaches within our hospital setting as well.
How would you describe the modern MSWs and the skillsets they should possess?
Min Yu: The first word that comes to mind is ‘adaptability’. Given the ever-changing healthcare landscape and our patients’ needs, the modern MSW must be nimble and open to changes.
Genevieve: I see it in three broad areas: 1) Mindset: Having a growth mindset and seeing every disruption as an opportunity, 2) Heartset: Putting one’s heart into making a difference in patients’ lives and the community, and 3) Soulset: Finding purpose and meaning in your work.
How has the rapid advancement in technology impacted the work of modern MSWs?
Joanne: Technological advancements have transformed our traditional ways of doing work. Patients of today have access to a plethora of information online, requiring us to meet their expectations and help them filter through what’s relevant and necessary for them.
Genevieve: Other than using AI to analyse large datasets for informing care plans, we are exploring humanised chatbots, large language models, and robotic process automation to assist with case prioritisation, decision-making, and manpower optimisation.
Jing Kai: While technology enhances our connectivity, we must maintain a careful balance – using it as enabler for efficiency, while retaining the essential human touch in our work.
Any self-care tips to share?
Eugene: Having a strong support system in terms of my connections with my colleagues, friends, and family.
Min Yu: Having a coffee in the morning as a routine really helps me centre myself and set my intentions for the rest of the day.
Jing Kai: I declutter my thoughts and pray, so that when I get back home, I can replenish myself physically, mentally, and spiritually.
Lastly, what is one thing you wish people understood more about social workers?
Joanne: Just like a surgeon uses a scalpel as his or her main tool, the main tool in medical social work is the MSW himself or herself. We give a lot of ourselves when we connect with people by sharing our own experiences and emotions, and that gives meaning to our role.
When asked to share words of appreciation about her colleagues, Janelle said that no matter how difficult a case is, the team never fails to show up. She deeply values the department’s dedication to doing what is right, rather than what is comfortable.
As the head of Medical Social Services, Genevieve’s pride in her team is evident. “I am so proud of how the whole team always goes the extra mile to meet our patients’ needs. Their initiative and creativity constantly drive innovations in care practices. Eugene, for example, has enabled the department to receive an appreciation award from NUS for 10 years of continuous contribution to fieldwork education! Other than those present here, I really want to express my gratitude to the entire team for maintaining their mindset, heartset, and soulset in the right places.”
Genevieve, recipient of the prestigious Outstanding Social Worker Award 2024, shared that she leads with the D.E.I mantra: Diversity: A difference will make a difference – embracing different backgrounds and perspectives to enrich ideas and skills, Equity: Giving team members opportunities catered to their goals, skillsets, and talents, and Inclusivity: Not dismissing any ideas, and valuing what my members bring to the table.
It is evident how proud the team is of her leadership and the positive influence it has extended to the department and beyond.
To our MSWs, your dedication to ensuring our patients achieve a good life beyond physical health is truly inspiring. Your positive impact on patients’ lives is remarkable, and we eagerly anticipate your future achievements!
Making a difference to our patients and the community: Our MSWs in action!
The MSS team would like to thank everyone in NHCS for their invaluable support in helping them perform their role to the best of their abilities!
*LACE (Local Area Coordination and Empowerment) is a person-centred care model developed by the NHCS MSWs to empower heart failure patients through thought provoking questions on their strengths and aspirations, envisioning their idea of a ‘Good Life’ and using community resources to achieve it. Read more here.
