Gleneagles is a strong believer in development of its staff. It is this belief that has brought about an "A" class team that is highly professional, dedicated and always ready to go the extra mile.

It also clinched the hospital the People Developer Standard in June 2002. This award by SPRING Singapore is presented to organisations that achieve a high quality standard for people development.

It was awarded to Gleneagles in recognition of the hospital's commitment in investing in its people and having a comprehensive system in place for people development activities.

Our process of staff development comprises a thorough training needs analysis for each staff, career development plans, allocation of resources and communicating developmental plans to the staff. Subsequently, an evaluation of the training effectiveness is carried out in relation to business goals and objectives.

We are proud to have achieved the People Developer Standard and will continue to press ahead with our programme to develop staff professional skills to upkeep our high standard of service.

At Gleneagles, we aim to build a vibrant and dynamic culture of lifelong learning in our staff through formal training sessions, acquisition of new skills and knowledge, and keeping abreast of rapid changes in technology and healthcare.

• First hospital in South East Asia to perform a living donor liver transplant (LDLT) for children
• First hospital in Asia to successfully perform closure of atrial septal defects using the amplatz occluder
• First hospital in Asia to successfully perform laparoscopic assisted ventricular peritoneal placement on a newborn
• First hospital in Southeast Asia to use the state-of-the-art robotic surgiscope for neurosurgery, ear nose and throat (ENT) and spinal surgeries (shortens surgery and recovery time by 30%)
• First hospital in Singapore to successfully perform closure of ventricular septal defect
• First hospital in Singapore to pioneer the redesign of inpatient admission and discharge process through Work Redesign
• First hospital to open Southeast Asia's first and only Korean clinic
• The first sextuplets in Southeast Asia were born in Gleneagles Hospital

Gleneagles Hospital considers its staff as a crucial asset, combined with the latest technology and sophisticated equipment to bring repute to the hospital. We recognise that our team is highly qualified, professional and dedicated.

We are glad that this is recognised at the national level too. On 7 November 2000, Gleneagles Hospital received the 2000 National Training Award (Service Sector Category) at the People Excellence 2000 Award Ceremony held at the National University of Singapore (NUS) Cultural Centre. Presenting the coveted award was the Guest-of-honour, BG (NS) George Yeo, then Minister for Trade and Industry.

The National Training Award, administered by the Productivity and Standards Board (PSB) (now known as SPRING Singapore), accords recognition to companies with outstanding achievements in employee training and development. One award per year is given in the following categories: Manufacturing, Service and SME. It has been conferred since 1988.

The award is not new to Gleneagles Hospital. In 1992 the hospital was conferred a "Certificate of Commendation" in recognition of its outstanding achievements in employee training by the then National Productivity Board, Singapore.

Again in 1999, Gleneagles was shortlisted as a finalist for the award and emerged the winner. The criteria of the award includes a qualitative analysis of training efforts based on indicators such as:

• Percentage of training budget over payroll
• Number of training places per employee.
• Number of training hours per employee.
• Proportion of worker training places.
• Proportion of in-house training places.

Qualitative indicators such as top management commitment to training, the approach taken to establish training needs and emphasis on training results are taken into consideration by PSB in their selection of the winner.

Gleneagles Hospital relates well with quality - our hallmark.

It obtained the Singapore Quality Class (SQC) status in 2000. The SQC is a prestigious award which recognises organisations that have achieved a commendable level of performance in the journey towards business excellence. The aim is to be among world-class organisations that are able to achieve sustainable high performance in productivity and quality.

Gleneagles Hospital is proud to be awarded Superbrands status for three years running, 2002/2003, 2004 and in 2005.

The Superbrands status is awarded by an independent panel of judges. The panel seeks to identify the strongest corporate brands in the country. Only the most deserving of brands attain the credential.

Superbrands promotes the discipline of branding and pays tribute to exceptional brands. Only brands that have shown its worthiness in these five categories - Market Dominance, Longevity, Goodwill, Customer Loyalty and Overall Market Acceptance - can be known as a Superbrand.

In 2002/2003, out of the thousands of brands available in Singapore, only 108 were appointed a Superbrand. Out of the 108 brands, only 2 of them were hospitals - Gleneagles Hospital and sister hospital Mount Elizabeth.

Achieving the Superbrands status represents the recognition of consistent outstanding quality trusted by our patients and doctors.

Following our win in year 2003 for the category of "Internal Service", Gleneagles Hospital has won again at the Asian Hospital Management Award 2004, this time for the category of 'Best Customer Service'.

With over 165 entries covering 56 hospitals from 11 countries vying for the awards, it is a great honour for Gleneagles to emerge as a winner in this category.

We at Gleneagles understand that customers today have very high expectations of service, hence everyone here is trained to provide not just five, but six-star level of service.

This award affirms our belief that programmes like Greet ,Smile and Thank or 'GST' as we affectionately call it, puts us on the right track in achieving service excellence.

Not only has the 'GST' culture raised service standards, it has also improved staff morale. And when employees are happy, inspiring customers will come naturally. It is indeed heartening to know that our peers in the healthcare community recognise the success of our 'GST ' programme.

Speedy admission and prompt discharge is now a reality in Gleneagles!

Gleneagles is honoured to be the 1st hospital in Singapore to pioneer the redesign of the inpatient admission and discharge process through Work Redesign.

In recognition of this achievement, SPRING Singapore conferred Gleneagles the National Work Redesign Model Company Award in August 2004.

What does Work Redesign @ Gleneagles mean to you?

• Faster admission into the ward, with admission time shortened by more than 20%
• Prompt discharge from the hospital, with waiting time trimmed down by more than 50%
• Increased likelihood for availability of your bed of choice
• Smoother admission and discharge processes as they become more patient-focused
• Enhanced nursing care through streamlined processes

The Management would also like to pay a special tribute to all staff of Gleneagles for their unwavering support, team spirit and in making Work Redesign @ Gleneagles a roaring success!