National Taiwan University Hospital Hsin-Chu Branch-Develop

Twenty-four hours a day, we provide emergency and critical care to patients with severe illnesses directly or via transfers from local and regional hospitals. Our team boasts a complete line-up of physicians providing services with the most caring attitudes. Our trauma team can respond immediately to cases of severe injuries. Our cardiologists are well capable of cardiac catheterization procedures. Also available are sub-specialists of ENT, gynecology, ophthalmology, neurology, and psychiatry for emergent consultation.

Our trauma team specializes in treating patients with various injuries to head/neck/face, chest, abdomen, pelvis, extremities, vertebrae, and burns. After initial assessment of severity of the injury, resuscitation and stabilization of vital signs are secured and followed by rehabilitation. Through research of epidemiology and traumatology, we endeavor on finding best strategy and methodology for treatment of trauma.

Facilities for cardiac physiology, catheterization, and ICU are set up to provide examination of electrophysiological function the heart and endovascular repair to provide good foundation for the Cardiovascular Research Center. With recent success of open heart surgery, we expect to rank among all hospitals as the training center for cardiovascular medicine.

We promote organ donation to assist patients with intention to help those who are in need of organs, for example, cornea and kidney, therefore provide a chance for cure and recovery.

We are equipped with state-of-the-art facilities for hemodialysis in a comfortable environment.

As the most fragile part of all human skeleton, injury to the vertebrae will cause severe and permanent complications if left without immediate care. We stress the need for emergent surgical treatment and development of bionics and tissue engineering.

Ranked as the second leading cause of death in Taiwan, CVA poses as a serious threat to health of all citizens. It is crucial to treat patients with CVA immediately with continuous preventive measures. From the ER to the ICU, the efficacy of treatment matters tremendously to the prevention and recovery of CVA.

With the highest respect to human life and humanity, we mobilize the best team effort to resuscitate with the latest cutting edge equipments. We do not give up on any struggling young life until it is saved and fully recovered.

Health of the cardiopulmonary system is the key to life. The development of chest medicine depends on the research of pulmonary physiology and respiratory therapy. The application of diagnostic bronchoscopy and thoracic surgery are both indispensable to success of intensive care medicine.

A MESSAGE FROM THE SUPERINTENDENT

Rationale behind Management (Core Value}

Origin

Lack of empathy and flexibility and yet plagued by bureaucracy was the common impression of the general public towards public hospitals in the past. In light of this, former Chairman of the Central Office of the Department of Health, Zai-Jin Chen, had expected every public hospital to endeavor towards the goal of “Excellent quality, Efficiency & thoughtfulness , and Friendly community care” during his tenure. As a member of the public hospitals in Taiwan, Hsinchu Hospital naturally follows this direction audaciously.

Realization

To change the rigescent impression of the general public towards pubic hospitals, all superintendents of this hospital in the past had sought every imaginable way to change this by introducing a full scale quality improvement strategy without reservation. These strategies include TQM, Quality Control Circle, ISO 9001, lSO17025, and lS0 15189 of the laboratory, Yardstick Learning, Balanced Scorecard System, Organized Learning, Office Etiquette, 5S Exercise, and Workplace Brainstorming. These measures all aim to improve the quality of services. We also implemented multiple innovative e-services, providing our visitors a convenient and efficient healthcare experience. The buildings and facilities were improved with landscaping and gardening to provide a comfortable setting. We give back to the community around the hospital by holding free medical clinics and large-scale screening tests to befriend our neighbors.

Future Directions

Diversification: Self- Sufficiency

With the rapid and stringent change of the healthcare system in Taiwan, aggravated by global budgeting in particular, it has become a daunting challenge to providers to maintain a continuing, comprehensive, and efficient healthcare of decent quality to the general public. The wisdom of managers of healthcare providers faces harsh test of “survival of the fittest” under such a difficult environment. Financially, we have focused in the past two to three years on saving the expenditures on employees, utilities, and disposable medical equipments. The result has been satisfactory. ln the future, we will emphasize on profiting from diversification, namely providing services not reimbursed by National Health Insurance but instead from fees contributed by patients. A competitive advantage will be generated from both cost-control and diversification, thereby creating a community hospital with self-sufficiency and perpetual service to genuinely maintain the health of our people.

Besides everlasting existence and service, l expect everyone to work hard towards the goal of building a hospital of Hi-Tech, of public interest, and of the community.

A Hi-Tech Hospital

Since the hospital is located in a city of science, it is only natural to develop e-service to meet the expectations of the people. A competitive advantage will be achieved by utilizing modern information technology in medical services and hospital management. So far our e-services include digital LED caller display of appointments at outpatient clinics, PACS for imaging, wireless internet access, RFlD archiving system (Operation Room entry and exit, advanced health exams, maternal-newborn identity coding, etc.), digital video recording, online electronic drug reference, and various others. We will continue to build this institution to become a genuine High-tech hospital for a Hi-Tech city.

A Benevolent Hospital

ln the past we have been bringing private corporations and social groups to help the under-privileged in our society. These activities include: charity donations for the halfway homes, the Aiheng Ability Development Center, and the Genesis Social Welfare Foundation; free medical clinics for the handicapped at the Private Hsiang-Yuan Memorial Institute, and the elderly living alone in our community. In 2006 we are working on the “Reach-Out Program for the Cancer Victims”, sponsored by the Spirox lnc. lt includes building a blog for exchanging information on cancer. Also we are developing “Emotion Health Program for the Teenagers”, sponsored by the TSMC Education and Culture Foundation. In the future, we will continue to develop “Assistance Program for Children of Growth Retardation”, and “Healthcare Program for the Under-Privileged Women", We intend to reach out to all disadvantaged groups to show our commitment to them.

A Good-Neighbor Hospital

We have kept our community healthy in the past. In 2006, more than one hundred volunteers were recruited and trained from the community to promote information on healthcare. “Care Stations” were established in all communities for regular healthcare and hygiene seminars: for example, prevention and treatment of hypertension and smoking, as well 30 health screening fares. An estimated 5000 people participated. In the future, we will continue to befriend our neighbors.

Value (Corporate Culture)

Contents (Meaning)

The leader of corporation plays the same role as the captain at the helm of a ship. To steer the ship to its destination, the captain assumes great responsibility. Acknowledging the importance of setting the culture of corporate and code of conducts, I had shared with my colleagues the value of “Clear reward and punishment system, Complete dedication, Personal endeavor, and Team work” during the work meeting on Nov. 21st, 2005.

Clear reward and punishment system

The importance of a fair system for reward and penalty is well explained by the old Chinese saying of “A nation has its laws; A family has its house rules”. The morale of an organization will be enhanced by a good system to examine the performance and productivity of every member. If any unfairness were to exist, employees would misbehave, therefore, it is crucial to reward and punish fairly.

Complete dedication

One of my favorite mottos is “Work twice hard to achieve excellence”. In other words, do one’s best once the goal is decided. Persevere and give it one’s best shot in order to achieve the best result.

Personal Endeavor

It is essential not to give up when faced with challenge. It is inevitable to encounter defeats in one’s lifetime. One should not relinquish when set-backed by difficulties, minor or major. We should try to solve the problems instead of making excuses and blaming others.

Team Work

The management of an organization is dependent on not only the leadership but also the participation of its members. The day of heroism is long over. Every section of an institution is required to work together in order to succeed.

I expect all my co-workers to follow the value of “Clear reward and punishment system, Complete dedication, Personal endeavor, and Team work”; follow them as the guidance of daily conducts; derive energy from it when frustrated. With these, I believe we stand a good chance of winning the National Quality Award next year in 2007.

Mission (Assignment)

Meaning

Since its grand opening 116 years ago, Hsin-Chu Hospital has been guarding the health of every citizen of the greater Hsin-Chu as well as witnessed the growth and development of the city. As a public hospital, it is our mission to “support governmental healthcare policy, offer high quality medical service, and improve the health of the citizens”.

Realization

Standing and unyielding after 112 years, there must be a reason for Hsin-Chu Hospital to do so. I believe it is the mission everyone in this hospital follows. For example, we sailed through the tempestuous challenge of SARS in 2003. We treated the SARS patients transferred from Ho-Ping Municipal Hospital of Taipei. We provided emergent medical team and arrived first for victims of typhoon Ely at Wu-Fon Township in 2004. Surgeon Yung-Chi Hou and nurse May-Hwa Hsu volunteered to help the victims of the tsunami in Indonesia in 2005. These examples are the best representations of what public hospitals stand for. Furthermore, we promoted “Coordinated Care Program for Family Medicine” and became the first member hospital of the Department of Health with the “Referral Program for Examination and Treatment “. We followed the healthcare policy of the government and promoted community healthcare by screening for colon and breast cancers, quit smoking campaign, well-infant program, patient safety program, medical support for off-coast islands and remote areas, etc. These all exemplify the mission public hospitals follow.

Vision

Establishment

With the change of the healthcare system, the general public has expected a better quality healthcare. To meet these expectations, we introduced new management to renovate our organization, improve quality, and to fulfill our common vision of “A benchmark hospital: professional, service-oriented and quality-driven ; Today, the first-choice hospital for local Hsin-Chu people; Tomorrow, the medical center in the Great Hsin-Chu area”.

With an aim to serve forever, a vision for this hospital was established after the leadership of the superintendent and the vice superintendents as well as brainstorming with directors of all departments during the Executive Camp in 2000--“A Benchmark Hospital of Quality Care and service-oriented; the First Choice of the Local Today; the Medical Center of the Greater Hsin-Chu Tomorrow”. Professionalism is of utmost importance in my opinion and was added in work meeting on Dec 12th, 2003. Our vision becomes “A benchmark hospital: professional, service-oriented and quality-driven ;Today, the first-choice hospital for local Hsin-Chu people; Tomorrow, the medical center in the Great Hsinchu area”. It was posted in front of the elevator on the 1st floor of the Chu Building (Bamboo Building), the Auditorium on the 6th floor, and the 1st Conference Room on the 9th floor.

Realization through Four Strategies

To achieve the goals stated in our vision, four strategies were proposed during the work meeting in February 2006.

1. Develop a multi-dimensional medical center : We have comprehensive and modern facilities and equipments. There are Aesthetics Center, Advanced Health Exam Center, Radiation Oncology Center, brand new Cardiac Catheterization Room, Hemodialysis Center, Computed Tomography, Extracorporeal Shock Wave Lithotripsy Center, and so on. We are the only hospital in Hsin-Chu with a hospice and a roof-top garden. To serve the critically ill, we set up Trauma Center, Respiratory Care Center, Burn Center, Cardiac and Neurologic ICU, as well as Chemotherapeutics Room. We performed several cases of renal and corneal transplantations, and open heart surgery recently. These are all indicators for diversified healthcare. In the future, we will establish a Malignancy Team, Home-Nursing Care Ward, Coordinated Disease Taskforce, and Pain Control Team.

2. Promote an atmosphere for academic research: Research will be emphasized by collaboration with National Ching-Hwa University, National Chiao-Tung University, the Industrial Technology Research Institute, and the National Health Research Institute. Training programs will be established with medical centers such as the National Taiwan University Hospital and the Taipei Veterans General Hospital.

3. Cultivate customer relationship management: Utilizing information technology and client-first strategy, database will be set up for management of client relationship and patient safety, e.g., advanced health exam system and wireless internet.

4. Establish a good public image : We plan to bring the attention of the general public to the under-privileged (the elderly, women, and children in need) by holding various activities of charity and public interest. The knowledge of preventive medicine will be better understood by our community through various functions. The public image of our hospital will be enhanced by interaction with the people.

Appreciation and Expectations

I would like to thank my colleagues for their long-term support. The healthcare of the highest quality is possible only because of your selfless devotion. I expect everyone to continue to provide the best service for the people. I pledge that I will try my best to work with you to guard the health of Hsin-Chu and to build a new bright era.