Building Future Ready Workforce – Upskilling Patient Service Associates (PSAs) to Care Coordinators (CCs)
Workforce Transformation
National Healthcare Innovation and Productivity Medals
National University Health System
31 December 2023
Upskill PSAs to become Care Coordinators (CCs) to optimize manpower and support HealthierSG. Scalable upskilling model for future workforce transformation.
Year Submitted: 2023
Published Date: 31 December 2023
Tags: Workforce Transformation, Job Redesign, Upskilling
About this Content
Aims
Upskill PSAs to become Care Coordinators (CCs) to optimize manpower and support HealthierSG.
Background
PSAs faced limited career progression; CC numbers needed strengthening to meet HealthierSG needs.
Methods
Structured upskilling: training, on-job practice, competency assessments, and HR conversions.
Results
25 PSAs converted to CCs; improved role clarity and staff engagement; ongoing scalability across polyclinics.
Conclusion
Scalable upskilling model for future workforce transformation.
Lessons Learnt
Effective change management and structured training are crucial for role transitions.
Keywords
Workforce, Upskilling, Care Coordination, Patient Service Associates
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | National University Polyclinics |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Ancillary Care |
Applicable Specialty or Discipline | Patient Service Associate |
Project Lead(s) | Samuel Ng |
Project Member(s) | Serene Foo Ai Buay |
Connect with this contributor!
Tan Kar Leng - kar_leng_tan@nuhs.edu.sg