By Amy Weng

At NHCS, our Patient Service Associates and Care Support Associates are the unsung heroes who not only ensure smooth clinic operations by serving as vital bridges between nurses and doctors, they also drive continuous improvements to enhance patient and staff experience.

CardioConnect shines a spotlight on the winners of the Nursing Care Support Champion Awards 2025: Christina Chong, Patient Service Associate Executive (PSAE) from Ward 56, Joanna Cheong Ngek Fong, PSAE from Cardiac Clinics, and Fauziah Binte Mustafa, Senior Care Support Associate (CSA) from Ward 44. These exceptional staff have shown remarkable compassion and consistently exceeded expectations in patient care.

A Decade of Dedication

Christina's journey at NHCS spans over a decade, during which she has worked across multiple departments in various roles from assisting doctors in clinics to supporting pharmacy, laboratory counters, and radiology services. Her most recent move brought her from outpatient clinics to Ward 56 in September 2024, where her diverse background and strong network of colleagues have proven invaluable in securing appointments efficiently for patients.

Christina always goes above and beyond in what she does, whether proactively securing earlier consultations for patients who had fallen, rearranging elderly patients’ appointments to the same day for their convenience, or resolving queue mix-ups with professionalism. Her immense pride in her work is evident.

Christina ensures that appointments are scheduled for patients in a timely manner.

"I always feel happy and fulfilled when patients leave the hospital with a smile. Seeing them well and cheerful when they leave makes me feel that my little effort has made a positive difference in their hospital experience," Christina reflects.

Recently, Christina was involved in a quality improvement project in the ward where she helped streamline processes and reduce paper-printing to enhance appointment workflows. "I am happy that my contribution has helped to reduce the workload for our nurses," she shares.

Drawing inspiration from her nursing colleagues, Christina has discovered deeper meaning in her work. "I realised that true happiness cannot be bought with money, it has to come from the heart and caring for others."

Process Innovation Champion

Joanna is a proactive problem-solver in her role where she supports nursing staff with financial counselling responsibilities, alongside registration, appointment booking and room assistance duties.

Joanna leverages her strong understanding of clinic workflows, which encompasses the entire patient journey from registration to consultation, and has seamlessly acquired proficiency in listing processes.

For instance, building on her strong rapport with the Pre-Admission Testing (PAT) team, when Joanna identified gaps in updating patient appointments during surgery rescheduling, she positioned herself as the point of contact to facilitate smooth coordination between teams.

"Understanding the current workflow before proposing a new one is a challenge," Joanna acknowledges. "We need to demonstrate that the new workflow benefits both patients and colleagues. I am thankful that we have a great team that's willing to accept changes - this open-minded attitude makes the whole process smoother."

One of Joanna’s duties include guiding patients through pre-admission forms.

Joanna believes that an important attribute of PSAs is patience. "We need to learn to be good listeners to patients. Even when we face challenging situations, simply considering different perspectives, for example, recognising that patients might be going through a rough patch – can change how we respond to and treat them," she reflects.

Her favourite moments come from seeing patients go home with a smile. She recalls an instance where she helped a patient with his appointment over the counter and was pleasantly surprised when he returned an hour later to give her some kueh kueh (Hokkien word for bite-sized snacks or desserts). "It really melts my heart and makes me feel that my efforts have been worthwhile," she shares, explaining how these moments of gratitude from patients remind her that care flows both ways.

A Journey of Growth

When Fauziah joined NHCS, she made a complete career switch - from security officer to Senior Care Support Associate (CSA). Despite having no prior healthcare experience, her determination to learn has since made her an invaluable team member and mentor.

When I just started, I didn't know anything. I followed the enrolled nurses to observe their work and wrote down what I needed to do," Fauziah recalls her early days. She even picked up simple Mandarin phrases like "ce suo" (toilet) and "ma shen" (sponging) to better communicate with elderly Chinese patients.

Today, Fauziah’s role includes assisting with bedside patient care, taking vital signs, and coordinating administrative duties. She often goes the extra mile to enhance patients' comfort by providing extra blankets, adjusting pillows, offering dietary alternatives to those with reduced appetites, and during extended hospital stays, ensuring these patients receive adequate nutrition.

Fauziah preparing to draw blood for patients.

In her eight-year career, she has also progressed to take on roles as preceptor and buddy to new staff. "What I want to tell my juniors is that if you don't know, then ask – then you can learn," Fauziah advises.

Her favourite part of the job involves offering a listening ear to patients and providing companionship during their hospital stay, especially those who live alone. She believes that the most important quality for a CSA to succeed is empathy, and understanding how patients feel during vulnerable moments.

Once again, congratulations to Christina, Joanna, and Fauziah. Thank you for your outstanding contributions to patient care at NHCS!