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Over the last 10 years, we have consistently strived to raise the quality of our services. Our flagship centre in Central was established in 2005. Shortly after that in 2006, it underwent an expansion, as a result of which the UMP Healthcare Club and the UMP Chronic Illness Management Programme were set up. The aim was to solidify the reputation and credibility of the UMP brand name. The launch of these events poses fresh challenges for our support and frontline professionals.
Success in overcoming these challenges hinges on how we can sustain improvement in the service quality of our Group. Let me try to explain our programme for improvement using the Group and the Individual as starting points:
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In terms of the Group, we can enhance service quality by introducing the following system changes: |
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Formulate a smooth management and delivery system that is conducive to interaction between patients and different units.
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Design an efficient information system to foster communication among units. |
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Strengthen professional knowledge and encourage pursuit of continuing medical education, with the aim of formulating evidence-based management protocols and guidelines. |
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Engage in patient education, promote the modern concept of patient-based, as opposed to doctor-based — management, formulate clear policies, enhance patient understanding of illness and confidence in self-management, for better compliance and optimal disease control. |
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| This model is by no means new. It has been widely adopted in many countries with the best outcomes from services by the medical groups. Organized health management teams that include doctors, nurse practitioners and professionals (such as dieticians and pharmacists) are fair better than solo medical units. UMP will strive to perform through a dedicated team spirit, and our pursuit of excellence. |
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From the perspective of the individual, how can we improve our service? Someone once asked, ‘What makes a good doctor?’ The term ‘doctor’ in this context includes frontline staff, nurses, and of course, doctors. The answer is not solely medical skills; rather, it is compassion and empathy. Everyone understands compassion, but what is empathy? Empathy is the ability to understand and express concern for your patient’s situation and feelings by putting yourself in his/her shoes. It is a crucial communication skill conducive to a good doctor-patient relationship.
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Let me conclude with the concept of the “Five Virtues”: dedication, faith, goodwill, compassion and empathy. Towards our work, we should show dedication and faith. Towards our colleagues, we should express goodwill and team spirit. And towards our patients, we should demonstrate professionalism with compassion and empathy.
Let us uphold these Five Virtues so that our patients experience medical services of the highest quality.
~ Extracted from the speech delivered by Chairman during the Annual Dinner of UMP Healthcare Group
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