Communications, Outreach, Patient Experience & Design

COPED builds on existing strengths in the areas of communications, media, branding and outreach; as well as collaborations with partners to drive community-based, user-centred research to design solutions.

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Liang Hwee Ting

Director, Communications, Outreach, Patient Experience & Design

In 2021, the Communications Department of MOHT was re-organised as a horizontal enabler comprising: Communications, Outreach, Patient Experience & Design (COPED), in support of  organisational and programme growth, in alignment with MOHT’s strategic blueprint beyond its first 3 years. COPED builds on existing strengths in the areas of communications, media, branding and outreach; as well as collaborations with partners to drive community-based, user-centred research to design solutions for MOHT relevant care.

Integrated Communications

Aimed at profiling MOHT programmes and teams, COPED uses a blend of traditional media channels with social media marketing to boost digital presence, with a focus on building brand equity and thought leadership.

 

In 2020, COPED spearheaded media engagement in the announcement of 6 key MOHT initiatives. These included:

  • Scaling of telehealth initiative PTEC (Primary Tech-Enhanced Care) across polyclinics islandwide;

  • Launch of COVID Symptom Checker, to direct Singaporeans with flu-like symptoms to the right site of care;

  • Launch of iConnectCOVID, a digital tool enabling coordinated patient workflow in swab results management at polyclinics

  • Setting up of self vital signs monitoring system at Community Care Facilities at Singapore EXPO

  • Launch of mindline.sg, an online mental health tool focused on stress and coping

  • Launch of Design4Impact, an open innovation platform to co-create community-based solutions

 

Patient, Family and Community Activation

COPED leads in several cross-institutional pilots in Singapore, using Patient Activation (PAM) and Coaching for Activation (CFA) as psychosocial tools to create a framework of care delivery based on patients’ activation level and matched with appropriate interventions and coaching towards higher levels of self-efficacy and confidence towards self-care.

COPED has also worked with patient advocacy groups where patients and families partner the healthcare system to provide guidance on improving patient and family experience, including inputs towards policies, programmes and practices.

Community Co-creation and Design

COPED collaborates with programs, industry, design consultants, academia, grassroots to drive community-based, user-centred research to enable a more inclusive community-based approach to designing prototypes that inform relevant care design. These include:

  • Design4Impact, Design4Impact (D4I), an initiative that empowers social-minded groups to come together, identify pressing health and social needs of Singaporeans affected by COVID-19, and be given the skills, resources, and networks to develop sustainable, community-owned solutions to these problems

  • Transdisciplinary Innovation Program – a collaboration with Singapore Polytechnic to grow design capabilities in Singapore’s higher education curriculum. The program enables students to learn the full DT cycle with an experiential output-focused, impact-inspired programme designed to introduce key concepts, tools, and skills, as well as encouraging a collaborative, co-creation focused approach to future solutioning

Collaboration with Chua Thian Poh Community Leadership Centre to nurture students in designing solutions starting from the needs of real users. Two ethnographic user research studies undertaken in 2019 enabled students to bring genuine insights into the design process, frame problems on the ground, continue their classroom activities back in the ‘real’ world, in order to appreciate how to apply the tools in the complexities of industry or community settings.