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"Every touchpoint matters — from onboarding to performance reviews to exit interviews, each interaction reflects our core values", Jeethu Syriac, Head, Human Resources, St Luke’s Hospital tells us.
St Luke’s Hospital (SLH), named after the patron saint of the medical profession, was the first hospital in Singapore dedicated to the care of older persons.
Today, it operates as a community care provider supporting needs through its care ecosystem, spanning inpatient, outpatient, home care and community-based programmes, and specialised areas of care in rehabilitation, dementia, wound, and palliative care.
The HR team at SLH emerged a bronze winner for 'Best Employee Wellness Strategy' at the Employee Experience Awards 2024 in Singapore. In lieu of this win, HRO speaks to Jeethu Syriac, Head, Human Resources, St Luke's Hospital, to learn more about the approach that
Q How would you describe the pillars of your employee experience strategy, and what are the principles you have taken into account to develop this?
At St Luke’s Hospital (SLH), one of the core pillars of our employee experience strategy is reflected in our ‘BUILD’ strategic thrusts, specifically the theme of 'Building teams’. This focuses on promoting employee wellbeing and growth, fostering a supportive work environment, maximising the potential of individuals and teams, and implementing effective retention efforts.
Our overarching goal is to ensure that SLH remains a great place to work, aligning with our commitment to cultivating a positive workplace culture.
In addition to fostering a supportive environment, our Health & Wellness Club plays a pivotal role by focusing on the physical, mental and social wellbeing of our staff. This reinforces our commitment to creating a comprehensive support system to address the holistic needs of our employees.
This strategic pillar rest on the belief that engaged and fulfilled employees are critical to SLH’s success. By prioritising employee growth, wellbeing, and a sense of belonging, we ensure that staff are not only happy and fulfilled, but more productive, creative and aligned with our mission to deliver compassionate care.
Q In a world propelled by rapid change, what measures do you have in place to maintain a people-centric, human approach to your EX as it evolves?
In a dynamic healthcare environment, maintaining an adaptable yet people-centric employee experience is crucial. Our 'Build Teams' strategic group remains flexible, continually refined based on employee feedback and evolving needs. Open communication is a cornerstone of this approach, which is why we actively participate in initiatives like the Great Place to Work survey and hold regular discussions to stay in tune with our workforce.
When implementing new initiatives, we ensure they are clearly communicated, emphasising the reasons behind them so that they resonate with staff. Our leadership team actively champions this people-centric approach, fostering open channels for dialogue.
Additionally, we equip our employees with the skills needed to navigate changes through ongoing learning & development opportunities. This adaptability ensures that our workforce remains agile and empowered in an ever-evolving environment.
Q What initiatives do you undertake such that the delivery of employee experience is a collective responsibility of all stakeholders in the organisation?
At St Luke’s Hospital, we adopt a collaborative approach to employee experience, where all stakeholders — leaders, peers, and individual employees — share responsibility for promoting wellbeing, fostering a conducive work environment, and maximising potential of individuals and teams.
Transparency and communication: We prioritise sharing organisational goals, progress updates, and decisions with all employees. This happens through quarterly townhalls, departmental workplans, and meetings, fostering a shared sense of purpose.
Empowering the team: Each project team is given autonomy and the resources necessary to solve problems and make decisions, fostering ownership and engagement.
Equipping managers: We invest in training managers to have meaningful career conversations with their teams, offer regular feedback, and provide coaching and development opportunities. This equips managers to play a key role in shaping positive employee experiences.
Professional free consultations:
- Counselling services: At t Luke’s Hospital we offer free, confidential consultations for all staff. We ensure these services are accessible and well-publicised to encourage use by all staff. Our Chaplain / Pastoral counsellor extends their time to have 'conversations' with our staff as part of engagement & counselling.
- Outward mindset programmes: Introduced workshops on the 'outward mindset' for leaders. These programmes can help focus on empathy, collaboration, and understanding, which can alleviate stress both at work.
- Physical & relaxation wellness initiatives from health club: Include fitness programmes, exercises, and nutritional food which are integral to maintaining mental health.
By fostering collaboration and shared responsibility, SLH builds a sustainable employee experience strategy, where every stakeholder contributes to creating a thriving work environment.
Q Do you have words of wisdom to share with others in the industry on the best ways to keep your employee experience consistent and beautiful?
At St Luke’s Hospital, we believe that a consistent and meaningful employee experience is not just about providing perks but about ensuring that every touchpoint aligns with our mission: enriching lives, both within and beyond the hospital.
Our guiding principle is to keep our mission at the heart of the employee experience. As a Christian healthcare provider, our mission to enrich lives and transform community care creates a deep sense of purpose that guides decision-making and ensures consistency.
Every touchpoint matters — from onboarding to performance reviews to exit interviews, each interaction reflects our core values. Additionally, we strive to extend the same level of care we deliver to our patients to our employees, fostering loyalty and a strong sense of belonging.
Q Finally, what is the positive impact of employee experience that you’ve seen on the business as well as the workforce?
For our workforce, we have observed higher levels of engagement. Engaged employees are more motivated and productive, which translates to higher-quality care and improved patient outcomes. By prioritising well-being initiatives, we will see a healthier and happier workforce.
On the business front, a strong employee experience strengthens our brand, making SLH a desirable place to work, which helps attract talent and encourages job referrals. Engaged employees provide better care, leading to higher patient satisfaction. Moreover, this environment fosters creativity and collaboration across departments, resulting in innovative solutions and enhanced operational efficiency.
Overall, investing in employee experience creates a win-win situation: our employees thrive in a supportive, rewarding environment, and this directly contributes to improved patient care and experience, and long-term organisational success.
Read more interviews on why organisations have won trophies for their HR practices - head over to our Winning Secrets section!
Photos: Provided
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