This KKH veteran leads teams behind patient-centric hospital operations

“???????????? ?? ???????????????????? ???? ?????? ????????????????' ?????????? ?????? ?????????????? ???? ?????????? ???????? ?????? ???? ???????? ???????????????? ????!"

Meet Nooraini Binte Jaffar, Director of Speciality and Ambulatory Services (SAS). The bubbly KKH veteran leads a thriving team that fosters patient-centric hospital operations, so our healthcare colleagues can focus on patient care.

??: ???????? ???? ?????? ???? ???? ???????

I lead 25 departments that manage local and international patients. Focused on improving patient access and care, the areas include clinics, the central appointment system, telehealth services, and patient liaison services. Along with other SingHealth colleagues, I am actively involved in various initiatives to chart the future of hospital operations and better the patient journey.

??: ???????? ?????????? ???????? ???????? ???????????????

Our team is often the first point of contact for patients and caregivers. Be it in-house or relevant third parties, we serve to connect people to the right services quickly and efficiently to ensure a seamless patient journey.

??: ?????????? ?????? ?????????? ???????? ?????????? ???????? ???????????? ?????????????? ???? ???????

I started in 1997 when KKH was relocated to its present campus at Bukit Timah. My first task was to set up the Minimally Invasive Surgery (MIS) unit. I later moved to Patient Support Services and eventually to Speciality and Ambulatory Services where I became its Director in 2018. Over the years, I have overseen the upgrade and threefold expansion of the paediatric clinics from four to the 12 clinics today.

??: ???????? ?????? ???????? ???????????????????? ?????? ?????????? ???????? ???????? ?????????

The need to

? Balance the use of technology and maintaining the personal touch in our daily interactions.

? Manage patient expectations with limited resources such as space and staff.

? Recruit and retain younger staff for fast-paced operations.

? Streamline clinic operations with optimised appointment process and wait times.

??: ???????? ???? ?????? ???? ???????????? ???????? ????-?????????

I indulge in self-care activities like massages and facials. I also love baking, and reading books which I can hold, and actually flip the pages! I cherish family dinners, where we share stories and plan future gatherings.

??: ???????? ???? ?????? ???????????????? ???????

My work reflects my values and passion, whereas my family radiates my love. My late father is my biggest inspiration. He taught me to make decisions with a clear conscience and maintain a balance between career, family, and community service. His guidance keeps me grounded and motivates me to always aim high.