At the heart of exceptional healthcare lies a commitment to continuous improvement and innovation. The newly rebranded NHCS service accolade, Shining Hearts Award, embodies the reimagination of how we view, deliver, and celebrate excellence in patient care. 

The transformation began with a centre-wide call for a fresh name to replace the previous Service Quality Award. Through enthusiastic suggestions and voting by staff, Shining Hearts emerged as the hot favourite. Liew Sze Khim, Manager from Office of Patient Experience, elaborated: "Shining Hearts beautifully captures the essence of exceptional healthcare where extraordinary passion is needed to consistently go above and beyond in delivering exemplary service. The name also symbolises excellence and empathy in patient care, aligning perfectly with our P.V.O.T.E. values - Professionalism, Value-add, Ownership, Teamwork, and Empathy."

 

This year, we celebrated 46 Shining Hearts, including our first-ever Platinum recipient, marking a new pinnacle of recognition in our annual awards. 

Asst Prof Eric Lim clinched the inaugural Platinum Shining Hearts Award, setting a new benchmark in healthcare excellence. His exceptional dedication earned him over 60 compliments from grateful patients. Many praised his expertise and compassion, particularly in treating young patients with congenital heart disease and his willingness to address queries outside appointment times. One of his patients shared, "Dr Lim is very patient-centric and made me feel at ease." Guided by his motto, ‘Treat others as you would like to be treated yourself’ Asst Prof Lim serves as a source of inspiration for fellow colleagues to excel in patient care.

 

With more than 40 compliments, ANC Chan is often praised by patients for her clear explanations and attentiveness at the Cardiac Clinics. A patient said, "She explains details in layman terms professionally to help us understand better." Indeed, her thoughtfulness extends to small but meaningful actions, such as providing a blanket when a patient feels cold. Her ability to manage urgent situations with composure and compassion has significantly enhanced patients' experience at NHCS.

 

SSN Tan's exceptional work in Cardiac Radiology earned her the Silver Shining Hearts Award. Her patient-centred approach, clear communication, and ability to keep patients calm during procedures stood out among the many compliments she received. In one notable case, she carefully managed a patient who had a high heart rate and allergy concerns before a CT (computed tomography) scan. The patient’s family member later shared that SSN Tan was patient in explaining the risks involved and assuring them that the situation was being closely monitored. SSN Tan was particularly commended for her care of elderly patients, as she always ensured their comfort throughout their tests.

 

Aiza's standout quality is her ability to create a calm environment during procedures, helping anxious patients to relax. Moreover, her clear and detailed explanations of complex procedures help patients feel more at ease. While patients appreciate her gentle yet professional approach, fellow colleagues shared that Aiza’s efficiency and thoroughness in conducting diagnostic tests are invaluable. Through her dedication to patient comfort and communication, Aiza has consistently delivered care that goes beyond technical expertise, embodying NHCS's commitment to holistic patient care.

In addition to the Shining Hearts Award, the ceremony also celebrated the achievements of the recipients of the Team Excellence Assessment (TEA), organised by Singapore Productivity Association, and the Good Catch Award, an NHCS initiative. The TEA recognised quality improvement teams with innovative projects that significantly enhanced operational efficiency and patient care processes, while the Good Catch Award honoured staff for their vigilance in identifying and preventing potential safety incidents.

Excellence is an ongoing journey. The dedication and passion of every awardee and member of the NHCS family will continue to be the driving force that brings us closer to our vision of being the leader in heart care. Let us carry the spirit of the Shining Hearts Award into every interaction and touch point as we work together to provide the best possible care to our patients!