Patients going for their medical appointments at Clinic P
at KK Women’s and Children’s Hospital (KKH) are often
pleasantly surprised when Jess greets them by name.
In 2004, Jess left her desk-bound job as an accounts
assistant to become a patient service associate at KKH.
The job appealed to her as she could serve patients and
help those who are feeling vulnerable.
Jess is part of the care team that looks after patients with
scoliosis. Most are children and teenagers as scoliosis is a
condition which causes sideways curvature of the spine that
occurs most often during a child’s growth spurt just before
With her caring and warm personality, Jess has built many
close relationships with her young patients and their
Once, a young patient’s mother called Jess in a panic when
her daughter was in a serious condition. She asked if Jess
could help to inform the surgeon that her daughter had
been admitted to a hospital in Malaysia with fever and
Not only did Jess help to inform the surgeon, she also spent
her lunch breaks lending a listening ear to the worried
mother. Their conversations went on for several weeks
before the patient unfortunately succumbed to the illness
and passed away.
Having worked in Clinic P for 14 years and interacted with
many patients and families, Jess is keenly aware of the
concerns they may have and always takes the initiative to try
to allay their concerns.
She noticed that patients scheduled for surgery feel more
assured when they speak to patients who are already
recovering from surgery. This observation prompted her to
try to schedule clinic visits for pre-op patients and post-op
patients to take place around the same time, giving them
the opportunity to speak to each other.
Jess has no doubt that being in healthcare is her true
calling. “Although I have been in this job for more than 10
years, I feel just as passionate about the work as I did on my
first day!” she quips.Jess Ooi Shi Yang
Senior Patient Service Associate
Specialist Outpatient Clinic P
KK Women’s and Children’s Hospital
Recipient of the Singapore Health Quality Service Awards (SHQSA) 2019 Superstar Award - Ancillary Category