NDCS Director’s Award Winners on Serving Our Patients with Excellence

The Director’s Award is the highest accolade for service excellence in NDCS. Word of Mouth speaks to our winners – Dr Chee Hoe Kit who won under the Clinician category, Ms Alice Seow under the Patient Service Associate category, Ms Yap Xin Ying under the Nursing and Allied Health category, and Ms Lim Chea Ngo under the Ancillary and Admin category as they reflect on their wins and share tips on how we can put ‘patients, at the heart of all we do’.

NDCS Director Dr Poon Choy Yoke (centre) with (from left to right) Ms Alice Seow, Dr Chee Hoe Kit, Ms Yap Xin Ying and Lim Chea Ngo.

How do you feel about winning the NDCS Director’s Award?

Alice Seow: It came as a pleasant birthday surprise! I am grateful and honoured to receive this award and wish to thank NDCS staff, especially the Operations team for always supporting me.

Yap Xin Ying: I am honoured and thankful that staff are given the opportunity to be recognised for providing good patient service. However, it is a team effort; the biggest honour should go to the entire care team.

Lim Chea Ngo: This award is dedicated to the entire Clinical Affairs team. I would also like to thank A/Prof Poon Choy Yoke, Teoh Khim Hean, the clinical Heads of Departments and many colleagues for their guidance. We would not be able to do what we do without the team.

Chee Hoe Kit: I am humbled and honoured to be one of the winners. There are definitely other staff who are more qualified, if not equally deserving of this award. It takes team work to serve our patients to the best of our abilities.

In your opinion, why is it important to provide our patients with a positive experience at our Centre?

Alice Seow: By showing concern for our patients through our words and/or actions, they will recommend NDCS and our services to their family, friends and those who need dental treatment.

Chee Hoe Kit: People generally do not fancy a visit to the dentist due to the fear, pain and anxiety associated with the experience. We need to give our patients a positive experience from the moment they enter NDCS, till when they leave, to minimise their phobia and increase their confidence towards receiving dental care.

In the long run, positive treatment experiences also increases the amount of favourable impressions of NDCS and our reputation. Patients will feel that they have been rightly referred for complex dental issues and be more willing to return for their follow-up appointments, as well as recommend their family and friends to the Centre.

Lim Chea Ngo: Most people do not like visiting the doctor or dentist. Therefore, it is important to reassure our patients and put them at ease by ensuring a positive experience at the various touch points of their treatment journey. They will then share these experiences with others, bolstering NDCS’s image and reputation.

Yap Xin Ying: Doing so allows us to develop trust and build rapport with our patients which translates to better care delivery and clinical outcomes. Staff are also happy and feel fulfilled when our patients have a positive experience - this interconnectivity allows us to continue providing quality oral health care to the community.

Please share some tips on how we can put ‘Patients. At the heart of all we do’.

Yap Xin Ying: Listen actively and be empathetic, respect their decisions, involve them during treatment planning and their care journey and lastly, always do our best for our patients.

Lim Chea Ngo: We should simplify the bureaucratic processes for our patients; our patient-fronting colleagues should be empathetic and communicate tactfully, and staff should exhibit teamwork and support one another mutually. 

Chee Hoe Kit: We need to put ourselves in our patients’ shoes by making them feel respected and welcome for their time and effort when they visit NDCS. We should exercise compassionate care towards our patients and be receptive while communicating with them. Staff should also engage in continuous improvement to create a positive patient experience.

Alice Seow: We should value our patients and serve them with compassion and empathy. A safe environment should also be created for our patients to voice their concerns and needs, and for staff to continue delivering safe and quality oral health care.