Delivering reliable and safe patient care

In July 2024, the National Cancer Centre Singapore (NCCS) embarked on a comprehensive review to ensure that standards of quality and patient safety are upheld against international benchmarks. Conducted by global accreditation body, Joint Commission International, the Ensure Safer Systems (ESS) baseline assessment is part of the ESS Programme instituted in 2021 across Singapore public healthcare institutions.

“The ESS assessment is a great opportunity to review our institution’s quality and safety standards and processes against international benchmarks, and identify areas for continuous improvement,” said Dr Terence Tan, Chief Quality Officer who oversees the ESS programme at NCCS.

The Ensure Safer Systems assessment in July 2024 was a comprehensive review of quality and patient safety

at the National Cancer Centre Singapore.

An in-depth review of processes and experiences

Over five days, JCI surveyors, supported by NCCS’s Quality Management Department, reviewed patient flow experiences and the Centre’s processes. Assessments of patient experiences focused on the patient journey at various touchpoints in NCCS, such as at the clinics, Ambulatory Treatment Unit, and the operating theatre; while the systems assessment looked into operational aspects of different facilities, infection control, and information technology.

As part of the ESS, surveyors conducted patient tracers that reviewed the patient experience,

while evaluating safety and quality.

Systems tracers examined the operational aspects of NCCS for quality and safety.

A common purpose to serve patients drives NCCS

Dr Terence Tan, Chief Quality Office, at the closing of the ESS baseline assessment thanked teams

for a job well done.

At the end of the five days, the surveyors presented assessment findings with opportunities for improvement. Notable strengths highlighted were NCCS’ detailed patient care and management plans, culture of innovation and collaboration, and common purpose to put patients at the centre of work processes.

New format as rigorous as audits of the past

The ESS assessment marks a shift from the traditional pass-fail audits of the past, and places emphasis on continuous learning and improvement.

ESS’ continuous assessment format which emphasised learning and improvement allowed staff

to embrace constructive feedback without the fear of failure.

“Having been involved in past audits, I can confidently say that the ESS was just as thorough in upholding quality and patient safety at NCCS,” said Ms Chew Pheck Geok, Head of Radiotherapy Services, Division of Radiation Oncology, NCCS. “However, it was less stressful because the focus was not about passing or failing but rather about maintaining safety and quality standards, something our team is committed to.”

The ESS also gave NCCS staff an opportunity to welcome constructive feedback.

“The ESS surveyors were supportive and offered valuable suggestions for improvement. We were keen to incorporate these ideas to enhance our processes and improve the quality of care delivered to our patients,” shared Mr Lee Theng Boon, Head of Radiography Services, Division of Oncologic Imaging, NCCS.

Continuous assessments key for patient safety

The ESS assessment found that NCCS staff are driven by a common purpose of putting patients

at the heart of all we do.

Continuous safety and quality assessments like the ESS are vital tools that help NCCS uphold high standards of safe, reliable, and innovative care for our patients.