Did you know dress rehearsals are sometimes held before a new healthcare institution or hospital opens? Like a theatre production, staff perform the role of patients, act out real-world scenarios, and do multiple dry runs and full dress rehearsals to ensure the new healthcare institution is ready to receive its patients!
In the months before beginning operations in the new National Cancer Centre Singapore (NCCS) building, staff came together to prepare by rehearsing system operations for care delivery and testing the workflow of processes to ensure a smooth journey for patients in the new environment.
From groundbreaking to rehearsal
In mid-2017, groundbreaking and construction for the new NCCS building began, and in December 2022, operations started in phases.
When it came time for the start of operations, a new building planning secretariat was appointed, with staff representatives from Operations, Care Planning and Transformation Department, Cancer Service Line Department and Operations Support Services to help support the big move to the new building and prepare for day-to-day operations. Weekly meetings were held to get inputs from teams on the ground, prepare the new space and ensure it was fit for purpose.
Why are dress rehearsals needed?
When a new healthcare facility opens, every touch point of the patient's visit has to be tried and tested.
Mock patients registering at self-service kiosks at the new National Cancer Centre Singapore
For example, when patients arrive at NCCS and register at the self-service kiosks, the system sends their queue number to the clinic where the doctor will see them. On the same visit, they may need to go for a scan, have chemotherapy treatment or consult with other care team members such as pharmacists or medical social workers. Their queue number has to be sent in the correct order and sequence so that staff at the respective departments are ready to receive them.
Mock patients getting their vitals tested at new National Cancer Centre Singapore
The IT team built the queue system with inputs from clinical teams on the many different types of patient visits expected at NCCS. They work to ensure that patient queues and information flow promptly, are received by the relevant department and are displayed clearly. Once built, there’s nothing like testing the system to see that it works according to plan!
In addition to the queue system, other systems and processes need to be assessed to allow healthcare staff to identify if anything isn’t working smoothly or if there are bottlenecks and work to address them.
Starting rehearsals
Several full dress rehearsals preceded the opening of the new NCCS, with the first in October 2022. Ms Celeste Zhang, Manager from the Care Planning and Transformation, member of the new building planning secretariat and lead facilitator of dress rehearsals, described what led up to it.
“Before we started the first dress rehearsal, the space we would be using in the new building was bare, but we asked Operation Support Services for help, and within a day, the same space was ready with furniture and the required equipment! We were so impressed and grateful for their help!”
Over the following months, the dress rehearsal facilitators, and staff from clinical services, operations, allied health, IT and administrative offices came together for several full dress rehearsals held on weekends to avoid disrupting their busy work duties during the week.
"Initially, we were concerned whether we would have enough staff for the weekend full dress rehearsals,” said Ms Zhang. “But it turned out we were oversubscribed! We felt the NCCS Spirit with everyone pulling together to ensure the space is ready for our patients.”
Overcoming problems
Discussing what could be improved at a full dress rehearsal of the new National Cancer Centre Singapore building
As with any trial run, the full dress rehearsals revealed pain points. Some were due to adapting services to a building that is five times larger than the old NCCS to cater for future healthcare needs. Previously, clinics and labs for the collection of patient samples were located on the same floor in the old premises. At the new NCCS, patient care will eventually be delivered over 12 floors, interspersed between Levels B4 to 15, with increased capacity on different levels for specialist clinics, labs and chemotherapy. While this dedicated space will provide a better experience in the future, it could be overwhelming when a patient first visits the new NCCS.
“The full dress rehearsals enabled us to assess our operational readiness. Following the final rehearsal, there was a quiet confidence across all clinical departments that we will be able to transfer all services to the new building seamlessly,” said Chief Operating Officer, Operations, Mr Chong Pang Boon.
From the rehearsals, the teams identified a need to increase signage and station more patient relations associates to direct and assist patients in the new building.
Setting a stage for hard work
The full dress rehearsals provided a stage for the clinical teams and operations support services to execute their mission.
Clinical teams worked hard to ensure the new National Cancer Centre Singapore is ready to receive patients
Clinical teams that provide medical, surgical and care support worked tirelessly to set up systems and processes to receive patients, put together the plan to move equipment and workforce and manage the scheduling of patients in the new building while holding down their day jobs of caring for patients. Operation Support Services partnered with the teams to ensure the building was fully equipped, overseeing everything from security, cleaning, staff access and telecommunications.
By the final dress rehearsal in February 2023 with 220 staff and mock patients testing processes for over 50 scenarios, coordination and processes were smoother, and staff anticipation of the opening of the new NCCS was at an all-time high.
“The positive energy and ownership that our staff have shown during the numerous rehearsals has been extremely heartwarming and assuring,” said Mr Chong. “We are now ready for our new space!”
A group shot after the final dress rehearsal for the new National Cancer Centre Singapore building
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