Workforce Transformation: Health Pals Upskilled, Empowers and Inspires
Care Process & Redesign
Workforce Transformation
National Healthcare Innovation and Productivity Medals
SingHealth
2 February 2026
Upskill & Empower ancillary staff to play a key role in closing preventive care gaps as we embark onto the multi-year. The initiative's sustainability and positive impact on healthcare delivery are evident through continuous improvement efforts and.
Year Submitted: 2025
Published Date: 02 February 2026
Tags: Care Process ＆ Redesign, Productivity, Quality Improvement, Workflow Redesign, Workforce Transformation, Job Redesign, Upskilling
About this Content
Aims
Upskill & Empower ancillary staff to play a key role in closing preventive care gaps as we embark onto the multi-year journey of Healthier SG.
Background
Introducing My Care Team (MCT): SHP's innovative approach to healthcare delivery, designed to provide comprehensive care within the evolving healthcare landscape. Functionally, MCT comprises a cohesive unit of doctors, care managers (nurses), and health pals (trained ancillary staff).
Methods
Analyzed to pinpoint required Health Pal skills. Developed tailored training and competency assessments for Health Pals. Conducted regular check-ins with Health Pals and administered surveys to gauge the initiative's impact. Organized regular team meetings for updates and feedback, implemented training programs and assessments, and facilitated staff communication sessions. Deployed trained Health Pals and updated workflow processes.
Results
The transformation of ancillary staff into Health Pals has empowered them to contribute significantly to patient care, improving staff satisfaction and patient outcomes. Continuous improvement efforts and widespread adoption across SingHealth Polyclinics highlight the initiative's sustainability and positive impact on healthcare delivery.
From 18 to 56 Health Pals across 10 clinics in just 5 months. Over 30+ staff engagement sessions. Celebrating 70+ positive feedbacks for Health Pals in just 5 months.
Conclusion
The initiative's sustainability and positive impact on healthcare delivery are evident through continuous improvement efforts and widespread adoption across SingHealth Polyclinics.
Lessons Learnt
Despite excelling administratively, PSAs lacked clinical skills, impacting their role in MCT patient care.
Keywords
Health Pals, Ancillary Staff, Patient Care, Upskilling, Productivity
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | SingHealth Polyclinics |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Ancillary Care, Healthcare Administration, Medical |
Applicable Specialty or Discipline | Allied Health, Patient Service Associate |
Project Lead(s) | Loke Chui Yee |
Project Member(s) | Lucas Goh Chee Keong |
Connect with this contributor!
Loke Chui Yee - Loke.chui.yee@singhealth.com.sg
Gwenda Chong Zhao Jie - Gwenda.chong.z.j@singhealth.com.sg