Continuum of Transformation Staying Ahead & Be Future-Ready
Care Process & Redesign
Workforce Transformation
National Healthcare Innovation and Productivity Medals
National University Health System
27 January 2026
To uplift and transform the Service & Operations workforce to enhance job value/service level and build a future-ready. The transformation initiatives have led to significant improvements in workforce capability and patient care, with ongoing benefits.
Year Submitted: 2025
Published Date: 27 January 2026
Tags: Workforce Transformation, Productivity, Cost Saving, Upskilling, Job Redesign, Care Process ＆ Redesign
About this Content
Aims
To uplift and transform the Service & Operations workforce to enhance job value/service level and build a future-ready workforce, enabling activated patients to take ownership of their health.
Background
Service & Ops Transformation is necessary to recognize the new Care Coordination function and continuously upskill/reskill staff to enhance job security and social mobility, staying relevant to meet rising healthcare demands.
Methods
Institutionalized a career development framework, embarked on Ops Transformation to scale up productivity, and established a Service Transformation Plan for CC to take on additional functions.
Results
82 CC successfully uplifted to take on additional functions, with a productivity gain of 41% and savings of $3.25 million over two years.
Conclusion
The transformation initiatives have led to significant improvements in workforce capability and patient care, with ongoing benefits expected as staff competency improves.
Lessons Learnt
Increased staff confidence and competence, improved job satisfaction, enhanced patient experience, and strengthened synergy with community partners.
Keywords
Transformation, Workforce, Productivity
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) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators, Human Resource, Operations |
Project Lead(s) | Samuel Ng |
Project Member(s) | Lenny Chan |
Connect with this contributor!
Samuel Ng - Samuel_ng@nuhs.edu.sg