COI Report – Part V Page 201 of 425 Ops and Finance. Frontline staff in the wards and clinics also helped address patients' queries and concerns in the usual course of their work. 644. SingHealth also worked closely with IHiS staff who supported their patient outreach plans. For instance, IHiS staff developed applications for the HealthBuddy mobile application and the call centre portal. SingHealth also worked with IHiS to increase the number of servers on which the Health Buddy mobile application was run, to prepare fora surge in the volume of users. In this regard, SingHealth also worked with the Government Technology Agency of Singapore to ensure that SingPass could cope with a surge in the volume of cases. 645. To minimise the likelihood of any patient anxiety arising from their being unable to access the communications, SingHealth ensured that there were sufficient resources and infrastructure available to manage the anticipated volume of queries efficiently and effectively. This included increasing the number of calls that the call centre could support concurrently from 90 to 270, in anticipation of an increased number of calls and to ensure that patients would be able to reach SingHealth without their calls being dropped. All channels of communication and outreach were ready and in place as soon as the news embargo was lifted 40 SingHealth had only one-and-a-half hours before the public announcement to train the first batch of call centre staff on 20 July 2018, as there was an information embargo. They then trained the rest of the call centre staff over the next few days at am each day. The hotlines were operational from pm on 20 July 2018, within 15 minutes of the public announcement. In total, 104 volunteer staff were trained and organised into two teams working hour shifts to man the hotlines.
COI Report – Part V Page 202 of 425 646. As at am on 25 July 2018, the extent of SingHealth’s public outreach was as follows Figure 13: Results of SingHealth’s outreach as at am on 25 July 2018
