Director, Community Partnership,
SingHealth Office of Regional Health (SORH)
Ms Pearline Lee (李碧伶)
Deputy Director
Home Care & Safety
Changi General Hospital
Ms Claudia Ma (马慧芳)
Senior Executive
Home Care & Safety
Changi General Hospital
Mr Eric Chen (曾文皆)
Director (Operations)
Silver Generation Office
Agency for Integrated Care
“For their outstanding dedication in establishing an innovative telecare ecosystem to journey with, care for and empower vulnerable seniors so that the seniors can live and age well in the community.”
CareLine is a 24/7 personal care telephone service pioneered by Changi General Hospital (CGH) for vulnerable seniors in need of urgent assistance. It provides health and social support to vulnerable seniors who may be living alone or are frail, and helps them to keep safe and stay healthy at home and within the community settings. Since its launch in 2016, CareLine has cared for close to 19,000 seniors and provided them with assistance to meet both their health and social needs, by tapping on the strong network of community partners across Singapore.
CareLine takes a new and innovative approach for seniors to age well in the community. The strength of CareLine lies in its care relationship model. When seniors enrol into CareLine, CGH CareLine staff conduct an assessment to find out about their needs and preferences. The CareLine team also periodically calls the seniors to check in on their well-being, reminding them of the partnership so that they know that care is just a call away. This allows the CGH CareLine team to gain in-depth understanding of the seniors’ psychosocial needs over time.
A technology-enabled client-centred workflow plays a key role in creating a telecare service that enables seniors to be independent, healthy and safe within their communities. Interactions with each senior are tracked closely in the CareLine system. This allows CGH CareLine staff to have a comprehensive view of past call interactions and enables quicker understanding of the seniors’ needs, which facilitates seamless communication with the seniors and expedites the delivery of the required assistance.
Since 2016, the CGH CareLine team has responded to over 1,000 urgent calls and addressed the concerns of the seniors, coordinating care as well as linking them to urgent care services, when necessary. While CareLine handles urgent care coordination, the majority of calls received are related to social and community care needs which are essential for our seniors to live well and confidently in the community.
The cornerstone of CareLine’s success lies in the strong network and collaborations with the community partners, including grassroots organisations, government agencies, senior activity centres, and voluntary welfare organisations, across Singapore. Under the close partnership that CareLine has with the Silver Generation Office (SGO), the outreach arm of the Agency for Integrated Care, seniors identified as vulnerable or staying alone by SGO are referred to the telecare service. During the initial home visits, Silver Generation Ambassadors will explain about CareLine and facilitate the sign-up by the seniors. When the seniors require assistance or are uncontactable, CareLine is able to activate SGO to provide the necessary response and this could sometimes include conducting a home visit to check on them.
CareLine has transformed health and social care delivery for seniors in a scalable and effective way. In 2019, CareLine was upscaled nation-wide beyond the eastern region of Singapore and it could not have been timelier. During the pandemic period where physical interactions were replaced by digital interactions, CareLine became the catalyst in empowering our seniors to embrace technology. There were 1,500 mobile phones with the CareLine mobile application installed and distributed island-wide to vulnerable seniors so that they could have easy access to the 24/7 CareLine services.
With its focus on proactive and preventive care and its strong collaborations with various community partners, CGH via CareLine has been a forerunner in adopting a population health approach together with the SingHealth Regional Health system. As the Caring General Hospital, CGH has leveraged CareLine as a platform that is accessible 24/7, 365 days a year to empower the seniors to keep well, get well and age well in their communities and homes. CareLine has also strengthened community partnerships by ensuring an integrated health and social care support ecosystem for the seniors.
For their outstanding dedication in establishing an innovative telecare ecosystem to journey with, care for and empower vulnerable seniors so that the seniors can live and age well in the community, the CGH CareLine team is awarded the National Clinical Excellence Team Award 2022.
NATIONAL CLINICAL EXCELLENCE TEAM AWARD 2022
COMMUNITY HEALTH ASSESSMENT TEAM (CHAT)
Associate Professor Swapna Kamal Verma (思娃娜维玛)
Chairman, Medical Board
Institute of Mental Health
Programme Director
CHAT
Institute of Mental Health
Dr Charmaine Tang Yu Zheng (邓钰铮)
Chief
Department of Psychosis
Institute of Mental Health
Deputy Programme Director
CHAT
Institute of Mental Health
Ms Lee Yi Ping (李翊萍)
Principal Case Manager
CHAT
Institute of Mental Health
Ms Chloe Ang Choo Eng (洪楚杏)
Manager
Department of Psychosis & CHAT
Institute of Mental Health
“For their timely contributions in enhancing Accident & Emergency efficiencies and shaping a holistic and collaborative healthcare ecosystem with better health outcomes for the community.”
“For their instrumental contributions and significant achievements in improving access and delivering quality mental health care to distressed young people and advocating youth mental health literacy.”
Adolescence and young adulthood are thought to be particularly tumultuous times for neuropsychological and physical development. Research has shown that one out of every four or five young people in the general population will suffer from at least one mental health condition . The 2016 Singapore Mental Health Study also found that young people in the 18 to 34 age group were more vulnerable to developing mood and anxiety disorders.
The Community Health Assessment Team (CHAT) was set up by the Institute of Mental Health (IMH) in 2009 to address barriers to care experienced by distressed youths aged 16 to 30. These include concerns on stigma, confidentiality, treatment costs and limited local youth-specific mental health services.
CHAT addresses these concerns by providing free and confidential mental health assessments for distressed youths in a conducive environment located at CHAT Hub, *SCAPE, Orchard. Since the onset of COVID-19 in 2020, distressed youths could also receive the assessments virtually. Youths who feel ambivalent towards telephonic and face-to-face sessions are able to access webCHAT, an anonymous, synchronous, text-based online mental health assessment and support option, until they are ready for conventional professional help.
CHAT provides subsidised referrals to hospitals when downstream psychiatric services are needed. For better continuity of care and successful care transition post-assessment, the team ensures young people receive interim case management and interventions until their hospital referrals take place.
CHAT actively partners young people to design outreach projects (e.g. videos, music and theatre forums) to improve youth mental health literacy. This includes recruiting CHAT Ambassadors annually to co-create service improvement projects so as to ensure mental health services stay youth-friendly and relevant. Currently, CHAT has a social media following of over 7,000 on Facebook and 900 on Instagram, further demonstrating the programme’s youth mental health literacy efforts. The number of referrals for CHAT assessment has also increased exponentially, from 51 referrals in 2009 to 2,172 referrals in 2021. The majority of the self-referrals for mental health assessments by youths were by word-of-mouth among friends/colleagues or through webCHAT.
Over the years, CHAT has grown in recognition among local key stakeholders (e.g. young people, Institutes of Higher Learning, Social Service Agencies, government agencies and social enterprises with vested interest in young people and mental health), and is the “go-to” resource for youth mental health information, professional support, training and/or collaboration in advocacy work.
On a national level, CHAT has provided key youth mental health insights and contributed to transformational change discussions on mental health for young people with various partners, including the Ministry of Health (MOH), Ministry of Social and Family Development, Ministry of Education, Ministry of Culture, Community and Youth, and Ministry of Manpower, as well as National Council of Social Service, and Health Promotion Board at platforms such as the Singapore Youth Action Plan Workgroup Retreat, Youth Mental Well-Being Network and Beyond the Label Youth Alliance. In 2019, CHAT established a five-year partnership with MOH, and Agency for Integrated Care to co-create a new youth service model encompassing the provision of integrated social and mental health services for young people aged 12 to 25.
On an international level, CHAT has actively shared its experiences at International Youth Mental Health Conferences since 2012. The Team has also shared their knowledge with medical and allied health professionals from other countries such as Japan, South Korea, Hong Kong, India, Brunei and Vietnam. In 2019, CHAT was invited to participate in the World Economic Forum, and Special Lancet Commission on Youth Mental Health.
For their instrumental contributions and significant achievements in improving access and delivering quality mental health care to distressed young people and advocating youth mental health literacy, CHAT is awarded the National Clinical Excellence Team Award 2022.