Spirit of Cross Department Collaboration
Workforce Transformation
Singapore Healthcare Management Congress
SingHealth
31 December 2022
Reduce stress levels for Call Centre staff, maintain call abandonment rate <5%. SOC PSAs gained exposure to new roles; collaboration maintained performance and reduced stress.
Year Submitted: 2022
Published Date: 31 December 2022
Tags: Workforce Transformation, Informal Workforce Transformation, Volunteer
About this Content
Aims
Reduce stress levels for Call Centre staff, maintain call abandonment rate <5%.
Background
COVID-19 Omicron wave caused a surge in calls; required collaboration for additional manpower.
Methods
Identified roles, prepared volunteers with guides, trained SOC PSAs, deployed volunteers to support Call Centre.
Results
Reduced call abandonment rate well below 5%. Volunteers successfully handled ~45 calls/shift, reducing team stress.
Conclusion
SOC PSAs gained exposure to new roles; collaboration maintained performance and reduced stress.
Lessons Learnt
Inter-departmental collaboration enhances morale, reduces workload, and fosters team spirit.
Additional Information
Presented at Singapore Healthcare Management 2022
Keywords
Cross Deployment, Workplace Morale, Volunteer Support
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | Singapore General Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Ancillary Care, Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators, Clinical Research, Patient Service Associate |
Project Lead(s) | Lee Ni Fong |
Project Member(s) | Kelvin Ho |
Connect with this contributor!
Lee Ni Fong - singaporehealthcaremanagement@singhealth.com.sg
Project Attachment
807_SGH_SHM_2022_Spirit_of_Cross_Department_Collaboration.pdf