Care & Counselling is made up of Social Work Assistants & Coordinators and Medical Social Workers. We meet the needs of patients and caregivers who are coping with changes in health and the impact on their social circumstances through the provision of counselling support, ensuring affordability, and arranging continued care and safeguarding in the community.
In line with the Alex culture, we work closely with colleagues from other departments to improve patient experience and build innovative practices.
Social Work Assistants (SWAs) are the first point of contact for many patients and families who get in touch with us. They manage enquiries and set them at ease by linking them with the correct service needed. They also help the department with all administrative and operational matters and work closely with external and internal departments and vendors.
Social Work Coordinators (SWCs) manage a variety of work for the department. They are at the front line of provision of financial assistance for our patients and families. They carry resource knowledge and help in training the department in this area. They also support our Social Work Assistant in running the administrative and counter duties. SWCs are also taking on some of the care planning work that will help to facilitate timely discharge for patients. Their knowledge and skills will be developed in this area as they work closely with the MSWs to realize safe discharges for our patients.
Medical Social Workers (MSWs) journey with patients and families to attain their goals in relation to their health and social needs. We work with patients, caregivers and community partners and our work ranges from casework and care planning to counselling and crisis work. We also follow-up closely, post-discharge, to ensure our patients are safely supported. We work closely with multidisciplinary professionals, participate in ward rounds and organize and facilitate family conferences to pursue holistic care for our patients and caregivers. In Alex, we have opportunities to learn and grow with the development plans for the hospital.
Nur Aishah Binte Elshukrin
Senior Social Work Coordinator
"I've come to believe that each of us has a personal calling that's as unique as a fingerprint and that the best way to succeed is to discover what you love and then find a way to offer it to others in the form of service, working hard and also allowing the energy of the universe to lead you." - Oprah Winfrey
I assist patients and families who approach our department for financial assistance to manage their medical bills. I assist patients both in the inpatient and outpatient settings. My job entails listening to their worries and helping them to find the necessary assistance that can help them. Besides their hospital bills, I also help to refer them to other organisations if they require help for their daily living needs.
Patients and family members can be anxious when it comes to their health matters. As a result they sometimes struggle with their emotions when explaining their needs. At such times I also help to manage counter related enquiries by deescalating emotions and providing them with a listening ear.
Apart from that, I manage administrative tasks, answer external party's enquiries, as well as provide guidance to our hospital staff on our MSW work processes. I appreciate working with colleagues from other departments to arrive at a helpful outcome for patients who may struggle navigating the systems.
Patients who require our service or assistance may be at times face challenges, and it may take a lot for some of the patients to approach us. Being at the front of the department, managing walk-ins or phone calls, may determine the effectiveness of the communication that follows.
I strongly believe that everyone deserves to receive optimal healthcare despite their financial situation and that "prevention is better than cure".
Our work involves managing patients' expectations and empowering them to take charge of their lives. Through this, most patients are able to gradually stand independent from the system and aid.
Elaine Aw
Medical Social Worker
"We work hard and play hard together!"
My day-to-day job entails speaking to patients and family members at the inpatient wards (Geriatric and Rehabilitation) to facilitate a holistic care plan. I work closely with the multi-disciplinary team that comprises of the doctors, nurses and therapists to formulate a care plan that is most suitable for patient.
Apart from providing financial assistance to needy patients which relieve the burden of their medical expenses, we also journey with patient and their caregiver during challenging times. As a Medical Social Worker, we link up the patient and their caregiver to relevant agencies that meet their needs which support them to continue care in the community.
We also advocate for vulnerable patients who might be neglected in the society and help them to work through their challenges. We assist patients and their families in navigating the healthcare system and provide reassurance to them.
Proper discharge planning is imperative in reducing unnecessary readmissions and preventing prolonged length of stay in the hospital.
It's a privilege being part of our patients' journey towards recovery and providing them with psychosocial support.
