Ancillary Staff Talent Management – Job Re-design through Core Training Framework
Organisational Leadership
Training ＆ Education
Workforce Transformation
National Healthcare Innovation and Productivity Medals
National Healthcare Group
31 December 2020
To upskill ancillary staff, implement systematic training frameworks, and maintain patient satisfaction by optimizing. Job redesign successfully improved patient care, expanded staff capabilities, and achieved significant cost savings while sustaining.
Year Submitted: 2020
Published Date: 31 December 2020
Tags: Workforce Transformation, Training ＆ Education, Organisational Leadership, Job Redesign, Upskilling, Workforce Productivity, Workforce Sustainability, Learning Approach, Inter-Professional Education, Human Resource, Staff Development, Staff Engagement
About this Content
Aims
To upskill ancillary staff, implement systematic training frameworks, and maintain patient satisfaction by optimizing workforce roles.
Background
NHGP automated processes to free 45.6 headcounts but needed to reskill staff for higher-value tasks. Upskilling ensured a future-ready workforce while reducing costs.
Methods
Implemented Ancillary Job Re-design Framework with systematic On-the-Job Training (OJT), role realignment, and robust communication. Monitored training via COJT framework and engaged stakeholders.
Results
92% patient satisfaction (2017) from 81.7% (2014). Saved $434,580 annually through role redesign. Ancillary staff took over BP/BMI measurement, referrals, and store management. Expanded job scopes optimized resources.
Conclusion
Job redesign successfully improved patient care, expanded staff capabilities, and achieved significant cost savings while sustaining workforce readiness.
Lessons Learnt
Effective communication and stakeholder support were critical. Automation augments manpower but does not replace staff. Patient engagement ensures confidence in workforce transitions.
Additional Information
Annual competency assessments ensure ongoing success and sustainability.
Keywords
Workforce Transformation, Job Redesign, Coaching, OJT Framework, Patient Satisfaction, NHGP, Certified On-the-Job Training
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | National Healthcare Group Polyclinics |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Ben Lau |
Project Member(s) | Chong Hui Jia |
Connect with this contributor!
Ben Lau - Ben_H_LAU@nhgp.com.sg
Project Attachment
330_NHGP_NHIP_2020_Ancillary_Staff_Talent_Management_combine.pdf