2020 Board and Senior Management Annual Strategy Review with Patron

People

One of HCA’s greatest assets is its people. As a high-touch service provider that focuses on delivering professional care with compassion to patients and their families, it is vital for HCA to continually invest in its people, to ensure that good standards of care are maintained, while remaining cost-efficient.

To achieve our objective of improving quality of care and service, over the next three years, we will undertake the following actions:

• Understand patients’ and their families’ expectations and priority factors
• Continue building capacity and capability by leveraging on available funding
• Improve services and productivity for staff, patients, donors and volunteers

Going forward, we plan to develop a structured coaching & mentoring, pairing & buddy system, to focus on attraction and retention of talents and implement a People scorecard, where we will tap on our own staff and volunteers as brand ambassadors.

Funding

As a charity that provides its services at no charge to patients and families, it is crucial for HCA to maintain financial sustainability by increasing financial resources and managing costs. To that end, we have consistently maintained a good fundraising efficiency ratio (6.7% for the year ended 31 March 2021).

Managing and Increasing Transparency of Costs

• Improving operational efficiency by adopting sound long-term cost-management strategies
• Commencing a cost attribution or full cost accounting system for greater clarity about cost drivers, to facilitate sustainable funding

Increasing Financial Resources

• Increasing engagement with government and regulatory agencies to garner greater support for HCA
• Boosting fundraising and outreach efforts to patients and their families, donors (individuals and organisations) and the community (potential donors)
• Transforming our long-term fundraising and outreach strategy to place greater importance on digital initiatives, and to reduce the cost of fundraising
• Exploring possibilities of working with partners on estate-giving and creating an endowment fund

Volunteers

Volunteers play an important role in HCA’s operations. We aim to practise strategic and holistic management of volunteers in order to achieve the following objectives:

• Meaningful relationships between patients and volunteers, while being able to fulfil both parties’ needs
• Increased output of volunteer services in relation to HCA’s needs in terms of effectiveness
• Dedicated and skilled volunteers to be good HCA ambassadors

As HCA seeks to grow its volunteers, we plan to undertake the following action items:

• Do Gap Identification & Analysis
• Improve Work Design
• Enhance Volunteer Journey Road Map