Going into thebattle together

The Office for Service Transformation (OST) was established in August 2013 to improve patients’ experience

by working with all SingHealth stakeholders to create and sustain seamless operations systems.

“Many healthcare professionals are doing a lot of good for their patients. Quality and workflow improvement projects are commonplace in every institution. OST wants to help facilitate projects that have impact on patient services and make them happen across every institution.

“These projects are still fronted by the healthcare professionals, except now their good work becomes beneficial to a larger group of patients,” explained Lee Chen Ee, Director of OST.

One of OST’s priority areas involved working with Medical Social Workers (MSWs) to reduce waiting time and improve patient experience.

A patient who has multiple medical conditions and seeks help from Medifund had to be assessed at each institution and faced repeated interviews and requests for documents. But not anymore, with the One Medifund Assesment (OMA) is now in place.

By implementing one single assessment for Medifund, it is now a seamless experience for patients to apply and get approval for Medifund assistance across SGH Campus and SingHealth Polyclinics.

With a streamlined work flow, enhanced IT systems, new assessment and approval processes and a training manual developed

for MSWs, the need for multiple Medifund reassessment is eliminated.

A publicAtion of the SingheAlth AcAdemic heAlthcAre cluSter

the voice of AcAdemic medicine

medicinetomorrow’S

iSSue 10, July 2014MCI (P) 054/07/2014

Innovation in mental healthcareA multidisciplinary team led by KKH enables community-based management of mental health problems in children

Continued on page 2

REACH (Response, Early intervention, Assessment in Community mental Health) is a community-based

mental health programme to help students with mental health difficulties in Singapore. Established in 2007 under the National Mental Health Blueprint, each geographical zone (North, South, East and West) is served by a multidisciplinary team comprising medical doctors, clinical psychologists, medical social workers, occupational therapists and nurses from a host hospital.

REACH East is led by KKH’s Department of Psychological Medicine, with an aim to enable children displaying mild-to-moderate mental health symptoms to receive care and intervention within the community.

“The team works closely with schools, voluntary welfare organisations (VWOs) and family doctors to form a community network that coordinates early detection and intervention for children and adolescents with mental health concerns,” shares Dr Delphine Koh, Senior Psychologist, Department of Psychological Medicine, KKH, who leads the REACH East team. “This helps youths to seek and receive appropriate help within the community.”

When a school counsellor or VWO representative identifies a child who may be at risk for mental health difficulties, they contact the REACH team. After reviewing the child’s situation, the team provides feedback on a recommended course of action.

Inter-institutional collaboration for One Medifund AssessmentPatients seeking help from Medifund at multiple institutions now only have to fill in one application form, thanks to the consolidated efforts of Medical Social Workers, and the SingHealth Office for Service Transformation and Group Allied Health Office

A lot of the healthcare professionals are

doing a lot good for their patients. Quality and workflow improvement projects are commonplace in every institution. OST wants to help facilitate projects that have impact on patient services and make them happen across every institution.

– Tan Jie Bin, MSW, SGH

The team works closely with

schools, voluntary welfare organisations and family doctors to form a community network that coordinates early detection and intervention for children and adolescents with mental health concerns. This helps youths to seek and receive appropriate help within the community.

– Dr Delphine Koh (left), Senior Psychologist, Department of Psychological Medicine, KKH, who leads REACH East team

Mr Royston Hogan and his wife Anjana found out in 2002 that he had chronic myeloid leukemia

(CML) with just five years more to live. Today, Mr Hogan is living a full life and personifies how the best healthcare outcomes are achievable if patients and healthcare workers work in collaboration.

With a sober diagnosis and grappling with treatment options of a bone marrow transplant or Interferon injections with major side effects, Mr Hogan and Anjana turned to the internet and CML support groups online for answers. They discovered ongoing trials in the United States for a new drug called Imatinib. They were drawn to the fact that patients on it were able to work, a disparity from Interferon injections which have toxic side-effects that would likely result in Mr Hogan’s inability to work full-time.

Parallel to their discovery, Associate Professor Goh Yeow Tee, Senior Consultant at the Department of Haematology, SGH, was the principal investigator running trials for it in Singapore then. He had just ended the trial when Mr Hogan and Anjana came

to him for a second medical opinion.

“Mr and Mrs Hogan were very well-informed. They are scientists and have read the literature. They understood the risks and the side effects very clearly,” Prof Goh explained. “I can understand why he wanted to do it. If I were in his position, I would have done the same, knowing what I knew. So that was my yardstick.”

The couple was very happy Mr Hogan did not have to take Interferon injections. Mr Hogan said, “Here’s where science meets emotion. The science for the new drug reported a 40% Imatinib remission rate versus 10% for Interferon, which means the Imatinib success rate is significantly better. The emotion is fear that it won’t work on me. But when you look at it from just the survival rate, it made more sense.”

Prof Goh made arrangements so that the new Imatinib drug was made available for Mr Hogan, and he became the first patient in Singapore to take it as primary therapy outside a clinical trial. In 2003, Mr Hogan and Anjana went on to set up a worldwide online support group for CML patients and their caregivers, sharing their journey and findings with scientific know-how and interpreting information for the CML community.

The dedicated couple was instrumental in getting patients around the world to reach Prof Goh and the trials and drugs available for CML treatment.

Prof Goh added, “We have to constantly stay ahead of the disease and know what the best available treatment for the patients is. If a drug is going to be useful for the patients, we should try to fight to start the trial - which is what we had to do because Singapore was not established as a trial centre at that time. With these trials, our patients can have access to an alternative if they start being resistant to a drug.”

When patient and doctor work together for a better outcome, the journey can prove to be a trailblazer

You have to constantly stay

ahead of the disease and know what the best available treatment for the patients is.

– Associate Professor Goh Yeow Tee, Senior Consultant, Department of Haematology, SGH

Mr Royston Hogan and his wife Anjana

Continued on page 3

W ith the Ophthalmology and Visual Sciences ACP (EYE ACP) being established, SNEC embarked

on developing training programmes to meet the growing demand for healthcare. This includes courses to train local and regional ophthalmic technicians and ophthalmic nurses.

SNEC’s Nurses and AHPs have been receiving traditional on-the-job training with career progression after they have gained several years of experience. The improved certified training programme offers SNEC staff learning opportunities that are in tandem with their career pathways.

Since May 2014, SNEC has been accredited by the international division of the US-based Joint Commission on Allied Health Personnel for Ophthalmology (JCAHPO). SNEC is the first institution in Singapore and Southeast Asia to receive the recognition, enabling it to organise internationally-recognised courses for nurses and AHPs.

On 17 May 2014, SNEC partnered the Duke-NUS Graduate School of Medicine to

organise the first formal training programme for allied health staff. This marked the first IJCAHPO-accredited and JCAHPO-certified programme that forms part of the Ophthalmology and Visual Sciences ACP.

The programme uses a modular curricula developed by eye doctors, senior nurses and AHPs while senior eye doctors, nurses and AHPs take on the role of examiners.

The programme offers different levels of training and certification. Upon completing their training, participants receive course certificates with the mark of the three organisations, IJCAHPO, SNEC and Duke-NUS.

“This accreditation is timely. Our patients will increasingly demand quality health care not just from our doctors but from all members of the eye care team. We hope that this accreditation will motivate our staff to recognise the value of the training courses,” said Dr Ian Yeo, Deputy Medical Director (Education), SNEC.

SNEC expects 10 to 20 nurses and technicians to be equipped with this certification each year. It is hoped that the accredited programme and certification credential will encourage more people to join the eye care profession as nurses or technicians.

From next year, the programme will be extended to personnel from other hospitals and neighbouring countries. With the certified programme in place, SNEC is set to become a regional examination centre for JCAHPO certificate programmes. The accreditation can further motivate staff to recognise the value of the training courses and enable them to deliver high quality eye care through continuous learning.

Scholarly work, commonly understood as academic publications that are peer-reviewed or refereed, typically

phrases a clinical issue into what, why and how. It also outlines the logic and arguments that leads to a certain conclusion, based on collected data.

Thanks to the various enabling factors such as changing culture, availability of expert consult, and training resources from AM•EI and AMRI, we have seen blooming growth in the scholarly work among SingHealth’s AHPs. Using the SGH Physiotherapy department as an example, the number of peer-reviewed publications between 2010 and 2014 is four times that of the preceding nine years. The AHPs in SingHealth should also be pleased to learn that 178 abstracts were submitted for the coming SingHealth Duke-NUS Scientific Congress, a stark increase from the 68 submissions in 2012.

It is not uncommon to hear the perception that scholarly work is only meant for PhDs in serious academic research. Whilst this narrow perception has its truth, the boundary of scholarly work is certainly not confined within the ivory towers or for the elite few.

In fact, the majority of the abstract submitted are not from the works of “expert professors”, but by practising clinicians with a scholarly inclination. One may argue that an impactful scholarly work in healthcare setting is one where clinical practice informs

research and in return, research transforms clinical practice.

While scholarly work is more likely produced by experts (or budding experts) in a particular field, let’s not forget that knowledge

acquisition is progressive and the term scholarly also implies a curious attitude that is fondness of learning. If the question “How to do better for our patients?” sits in your heart- you have the key attribute to be scholarly.

The increase in volume of scholarly activities does not come from vacuum. To draw an analogy of baking a “scholarly work cake”, we need time (the flour), manpower (the sugar), finances resource (the eggs), perseverance (the butter) and curiosity (the leaveners). Of course the success rate would be much higher (and hopefully with lower frustration) if you are guided by a master baker.

To continue a successful and meaningful Academic Medicine pursuit, we need a tighter and more structured system to equip and enable our AHPs. The challenges that

AHPs face in balancing clinical and scholarly activity are substantial and real. We need to be mindful of the necessary investments and also the need to develop a system to recognise and award outstanding scholarly activity.

TOMORROW’S MedIcIne - ISSUE 10, JUly 2014PAGe 2

edITORS-In-cHIefTan-Huang Shuo MeiAudrey Lau

edITORSJennifer WeeArthur WongStephanie JadeJanson YapRachel Kelly

JOInT edITORIAl TeAMGoh Sai Luan (SGH) sub-editorIchha Oberoi (KKH) sub-editorChristina Valerie Wee (NNI) sub-editorEdwin Yong (NCCS)Caroline Chia (NDCS)Jessica Koh (NHCS)Eric Lim Wei (SHP)Dr Thiyagarajan Jayabaskar (SNEC)Wee Lai Ming (Duke-NUS)

deSIGnRedstone Communications

cOPyWRITInGHedgehog Communications

JUly 2014

All rights reserved. Reproduction in whole or part is prohibited without the written permission of SingHealth and the publisher. The views and opinions expressed or implied in the publication are those of the authors or contributors and do not necessarily reflect those of SingHealth and the publisher. Whilst due care has been exercised, both SingHealth and the publisher do not accept responsibility for errors in advertisements or articles, unsolicited manuscripts, photographers or illustrations. Tomorrow’s Medicine reserves the right to edit all materials submitted for publication. While contributors will be given the opportunity to comment on articles for factual accuracy, this policy is about ensuring a consistent and clear writing style throughout.

Members of the SingHealth Academic Healthcare cluster

Singapore General Hospital (SGH)KK Women’s and Children’s Hospital (KKH)

Sengkang Health (SKH)National Cancer Centre Singapore (NCCS)National Dental Centre Singapore (NDCS)National Heart Centre Singapore (NHCS)

National Neuroscience Institute (NNI)Singapore National Eye Centre (SNEC)

SingHealth Polyclinics (SHP)Bright Vision Hospital (BVH)

Partner in Academic MedicineDuke-NUS Graduate Medical School Singapore

(Duke-NUS)

www.tomorrowsmed.com

Monthly PaperIn-depth view and

highlights in research, education, &

clinical outcome

Mobile AppAvailable on the Apple

App Store & Google play

Videoswww.youtube.com/

tomorrowsmed

facebookwww.facebook.com/

singhealth

Visit Tomorrow’s Medicine online

news Over Multiple channels

Tomorrow’s Medicine welcomes comments from our readers. Write to us at

editor@singhealth.com.sg

by Dr Ong Hwee KuanPrincipal Physiotherapist, Singapore General Hospital

Are you scholarly?

With the introduction of the REACH model, community partners are more aware of potential mental health problems in children and adolescents, and better equipped to enable early detection and intervention.

Providing mental health care within the child’s community not only provides for better effectiveness as there is less disruption in the child’s routine and environment, but also enables quicker integration within their community at home and school.

This model also empowers AHPs and nurses within REACH teams to make assessments and draw up diagnosis and treatment plans. A consultant child psychiatrist reviews and endorses the findings and recommendation prior to intervention by relevant professionals.

Moving forward, the REACH East team continues to work with the Ministry of Education, VWOs and general practitioners to identify more areas of collaboration to bring holistic mental health care to children

and adolescents in the community. The REACH East team was recently awarded the 7th Allied Health Innovative Practice (AHIP) Award for the innovative delivery of mental healthcare to children and adolescents in the community.

Innovation in mental healthcare Continued from Page 1

eye AcP nurse and AHP training course globally recognised

“Our patients will increasingly demand

quality health care not just from our doctors but from all members of the eye care team.

– Dr Ian Yeo, Deputy Medical Director (Education), SNEC

Join our AHPs at the SingHealth Duke-NUS Scientific Congress on 5-6 September to listen to Prof Mary J. Lovegrove (OBE), who will share her UK experience in the cost-benefit of Academic Medicine, and tips on how AHPs should be equipped to support the academic pursuit.

Look out for other Congress’ highlights in the next Tomorrow’s Medicine issue! Visit www.singhealthacademy.edu.sg/sdc for more information.

If the question “How to do better for our patients?” sits in your heart- you have the key attribute to be

scholarly.

– Dr Ong Hwee Kuan, Principal Physiotherapist, Singapore General Hospital

Scholarly work is not confined for an elite few

Find out more about the AHIP Award on the SingHealth intranet.

PAGe 3TOMORROW’S MedIcIne - ISSUE 10, JUly 2014

Breast pathology is key to the diagnosis and treatment of breast diseases. SGH pathologists, housed

in Academia’s Diagnostics Tower, closely collaborate with breast radiologists, surgeons and oncologists in SingHealth institutions to accurately diagnose and manage patients’ breast conditions.

Apart from clinical service, the breast pathology team is busy with many ongoing studies, one of which includes collaborating with Duke-NUS to further stratify triple-negative breast cancer. The condition affects approximately 10-15% of breast cancer patients in Singapore and is difficult to manage since no specific targeted treatment currently exists. Another study, in collaboration with Professor Teh Bin Tean of NCCS, investigates phyllodes tumours and fibroadenomas.

With the wealth of material in the Department and areas to study, sharing knowledge with others in the breast pathology subspecialty is essential. Professor Tan Puay Hoon, Chair of Pathology ACP and Head of SGH Pathology said, “It is essential to constantly upgrade and learn from others because the field

keeps expanding. We are never quite there, the goalpost is always moving. “

Every year, the Department organises the SGH Breast Pathology Course which serves as a sharing and networking platform for pathologists from locoregional countries and beyond. Last year’s course attracted 150 pathologists from countries in the region including Indonesia, Philippines, Malaysia, Australia, New Zealand and Japan, even as far as Hungary and Poland. The course integrated microscopy sessions with lectures in breast pathology and multidisciplinary case discussions.

With comprehensive pathology services, innovative research, constant sharing of knowledge and support from Pathology ACP, the SGH Campus is ready to be a breast pathology hub for the region.

In Academia’s Histopathology laboratory, a team of pathologists are looking for ways to better classify breast diseases

Breast Pathology

Registration for the 5th SGH Breast Pathology Course is now open. Visit www.sgh.com.sg/breastpathologycourse2014 for more details

(l-R) dr Inny Busmanis, dr Jabed Iqbal, Prof Tan Puay Hoon, dr Angela chong (not in photo) dr Hakan Aydin, dr Syed Ahmed Salahuddin

Harmonised ethics review system for medical researchFrom July 2014, clinician scientists and researchers doing multi-centre research studies in the public healthcare sector that involves human subjects no longer have to undergo multiple ethics reviews with different ethics boards. SingHealth’s Centralised Institutional Review Board (CIRB) and National Healthcare Group (NHG)’s Domain Specific Review Board (DSRB) – two ethics boards that look after research ethics in public healthcare – signed a memorandum of understanding last month to mutually recognise each other’s ethics reviews.

The mutual recognition allows for research studies approved at a site governed by

one board to also be recognised at a site governed by the other. For example, a clinical trial at Singapore General Hospital, which is governed by CIRB, and Tan Tock Seng Hospital, which is governed by DSRB, only needs to apply to one of the two boards for approval.

Such a streamlined process will cut duplication efforts and reduce the time and effort taken to initiate multi-centre studies. More importantly, it facilitates collaborations across institutions that are important to advance patient care through research.

“This mutual recognition of ethics review reduces the time and effort taken to initiate multi-centre studies, better facilitating

medical research,” said Dr Aw Swee Eng, Chairman of SingHealth’s CIRB. “More importantly, it promotes research collaborations across institutions, and such collaborations are important to advance medicine through research.”

Mrs Tan Ching Yee, Permanent Secretary for Health, Ministry of Health, affirmed the move. She said, “A harmonised ethics review system will increase efficiency for everyone engaged in medical research. This is important to enhance the translation of

research outcomes from bench to bedside, to benefit our patients and citizens.”

Despite initial concerns over disparities in processes and governance when the project was first discussed, OST supported the MSWs in the massive, wide-reaching project to make the change possible.

The OMA Taskforce was set up in August 2013 for OST to work with MSWs across SGH Campus and SingHealth Group Allied Health. Showing great collaboration between OST and MSWs and with strong support from SingHealth leaders, the radical structural integration across the cluster was achieved within four intense months of combined effort.

From 11 November 2013, patients need only one assessment within a six-month period to be eligible for Medifund assistance throughout SGH Campus and SHP. This new OMA scheme will benefit more than 2,000 patients who previously required multiple assessments for aid, including fully assisted, non-straight forward, inpatient and non-standard drug cases. MSWs can expect time savings of 103 man-days per year.

The OMA Taskforce was co-chaired by Associate Professor Celia Tan, Group Director of Allied Health, and Lee Chen Ee, Director of the OST. The three workgroups of MSWs were co-led by Esther Lim and Genevieve Wong, Heads of Medical Social

Services at SGH and NHCS respectively, and included representatives from the various institutions.

OMA’s benefits are already felt by patients and caregivers. Forty-year-old Madam Goo said, “I no longer need to apply multiple leaves from work just to bring my husband to the different centres. We also do not need to make multiple appointments with the MSW’s to get the assistance.”

Within the MSW community, the bond is stronger than ever from the overhaul. Tan

Jie Bin, MSW at SGH said, “My patients do not have to make multiple trips and repeat their stories multiple times. I am also glad that greater trust can be fostered amongst us with increased opportunities for communication, as well as exchange of assessment and knowledge with MSWs of other institutions.”

Lim Si Min, MSW at NHCS, echoed the same sentiment and also underlined the improvement seen since services are integrated under OMA, “The teamwork streamlined our work and minimised

unnecessary duplication of effort. Now fewer patients give feedback that they are being asked similar questions multiple times.”

With OMA up and running, OST turns its sights on other collaborations to bring about impactful change for patients - addressing the accessibility of primary and community care and medication availability, better accessibility to outpatient appointments across SingHealth institutions, as well as faster and better lab services at our various SHP sites.

The taskforce behind the

success of the One Medifund

Assessment

Interinstitutional collaboration for One Medifund AssessmentContinued from Page 1

For enquiries, please email SingHealth CIRB at irb@singhealth.com.sg

A Memorandum of Understanding between SingHealth and nHG formalised the mutual recognition of both cluster’s ethics review system

“How can I thank you?”, said a grateful patient recovering from a recent illness to his doctor.

“Don’t worry about it, I’m just doing my job,” replied the doctor.

This common exchange between a physician and patient who wishes to express his gratitude for the care and concern received is not unique to Singapore. It also happens in the United States, as participants at a recent Clinician Involvement in Philanthropy Programme (CIPP) found out. Knowing how to respond to this gratitude lies the key to unlocking the potential of grateful patient giving.

The CIPP aims to shape mindsets that clinicians play a key role in grateful patient philanthropy. In addition, it lays the foundation for stronger partnerships between medical staff and development officers to facilitate more major gifts in support of our Academic Medicine goals.

Over two days in May 2014, Mr Chad Gobel from the Gobel Group met with more than 50 clinicians and 30 development officers to share the motivation and psyche behind giving from grateful patients. A US-based philanthropic consulting firm, Gobel Group works with hospitals and health systems to engage physicians to build patient philanthropy programmes.

Key learning points

Understanding the patient’s perspectivePatients and their family members can be a major source of hospital philanthropy. This is because they are often deeply touched by their care provider, the genuine care and concern they received or their life-altering experiences.

Through giving, patients and families are merely ‘rebalancing’ the relationship. A simple analogy to illustrate this concept - when a good friend goes out of his way to do something for you, you feel like you want to thank him, give him a small gift in appreciation.

By giving, it provides the chance for patients to be a part of something bigger than they can accomplish alone. They may feel that they are helping to fight the disease that had affected them and their families.

The act of giving helps bring patients closure to a difficult time of their lives as they find meaning by creating a legacy for life.

Giving is a part of the healing process; a natural extension of the work of physicians.

The central role of the clinicianIn hospital philanthropy, the relationships with prospective donors are usually formed first with and by the physician.

When grateful patients give, they do so primarily because of the clinician. When grateful patients express interest in the clinician’s work or his research priorities, the doctor is the best person to share information about the objectives of initiatives, outcomes and areas that need support.

Clinicians play a central role in facilitating the giving process. Apart from identifying extraordinarily grateful patients who have the propensity to give, they connect these patients to the development officers either through informal in-person introductions or through communication channels such as the phone, letters or emails.

Acknowledging the patient’s intent to give back is crucial. The worst case that can happen is that patients who wish to show their gratitude feel rejected, dismissed and not respected when an inappropriate response is given.

To find out more, email giving@singhealth.com.sg

In the field of philanthropy, the terms “fundraising” and “development” are often used interchangeably. While these terms are strongly interrelated, there are also significant differences in meaning and connotation.

Fundraising generally connotes an activity that is more transactional in nature. The focus is on the solicitation of gifts – usually modest – with a short-term financial goal for a specific cause or project. Examples include walkathons, charity gala dinners and charity golf events.

Development, on the other hand, encourages a more relational approach towards garnering philanthropic gifts. The focus is on building long-term relationships or connections between the organisation and philanthropist. Over time, a strong rapport is formed as both parties understand their respective contributions and the powerful impact the partnership can have on the cause.

Development also involves extended nurturing of donors and their interests through education, attentive and timely updates on the use of funds and appropriate solicitation. The donor usually defines the development schedule and ultimately, a transformational or lifetime gift seals the bond between the organisation and the donor permanently. Gifts of this nature tend to be life-changing, both for the philanthropist and the cause.

Both fundraising and development are critical to the advancement of a cause. Every fundraising “transaction” represents the first step in building the relationship with the donor for the future.

SingHealth Office of Research Grant Call Reminder

Grant Closing Date Grant Amount

Duke /Duke-NUS Research Collaborations Open throughout the year • USD$50K to USD$150K to Duke PI

• S$$50K to S$150K to Duke-NUS PI

NMRC Clinical Trial Grant - Co-Development Scheme (Co-D) Open throughout the year <S$5M for a period of 3 years

MOH Industry Alignment Fund (IAF Cat 1) Open throughout the year <S$500K; <S$1M; <S$1.5M

(3 subcategories) for a period of 3 years

Khoo Mentored Research Award (KMRA) Open throughout the year <S$300K for a period of 2 years

Khoo Pilot Award Open throughout the year <S$30K for a period of 1 year

For more information on funding sources and support for research in SingHealth, visit http://research.singhealth.com.sg or email office.research@singhealth.com.sg

PAGe 4

Grateful patients have the potential to give

TOMORROW’S MedIcIne - ISSUE 10, JUly2014

AM•EI EventsOpen to all SingHealth and Duke-NUS staff. For details and registration, contact the Academic Medicine Education Institute (AM•EI) at amei-info@duke-nus.edu.sg. For membership enquiries, email amei-members@duke-nus.edu.sg.

PROGRAMMES AT SGH CAMPUS

Education Grand Round 10 Jul, 5.00pm-6.00pm

SingHealth Residency Faculty Development Roadmap & ACGME-I Dashboard for institutional accreditation

8 Jul, 2.00pm-5.00pm Enhancing and enriching learning through effective facilitation

9 Jul, 2.00pm-5.00pm The “flipped” classroom: Using Team-Based learning to enhance the learning within your course

23 Jul, 4.30pm-7.30pm Issues and challenges with assessment and evaluation

6 Aug, 2.00pm-5.00pm Advancing your career as an educator: Building your education portfolio

PROGRAMMES AT KKH CAMPUS

16 Jul, 2.00pm-5.00pm Bedside teaching – Creating a positive learning experience

Philanthropy 101

did you know…the difference between fundraising and development?

Examples of how to respond to grateful patients

• Thankyou.Wedoneedyourhelpforanimportant project that we are doing.

• Ifit’sokwithyou,Icanputyouintouch with my colleagues from the developmentofficewhocanfindthebest way for you to help us.

• Youdon’thavetothankme.I’mjustdoing my job.

• It’snobigdeal,wedothiseveryday.

• Noproblem.I’mjustgladyouaredoing better.

WhaTTosaY WhaTNoTTosaY