'Nobody knows I work in healthcare': SGH visitor registration staff shares what it's like to work at the frontline

"Not all angels have wings, some wear scrubs," so goes an anonymous internet quote in praise of medical staff.

But besides doctors and nurses, there are others without uniform who work quietly in the background (or foreground, in this case) to fight against the coronavirus during these tumultuous times.

Sandra Aw is the Head of Visitor Services at Singapore General Hospital (SGH). 

Responding to the stigma faced by healthcare workers in recent weeks, Aw, who's in her late 20s, said: "Personally, I haven't felt stigmatised, because I wear civilian [clothes], so nobody knows I work in a healthcare setting."

But there are other challenges that Aw faces on a daily basis at the hospital, such as maintaining crowd control and ensuring that the well-being of both patients and the general public are protected through the screening process. All these while making sure her team is assured that the hospital has taken measures to safeguard their health.

Aw shared with AsiaOne when we visited the hospital last Friday (Feb 21) how her team of Visitor Registration Representatives faces these challenges, especially in the form of the ever-changing policies since the Covid-19 outbreak in Singapore.

She explained that her role is mainly to understand the intentions of the policies given by the SGH management and help translate them to the team and implement them. 

It goes without saying that Aw and the team sometimes face visitors who refuse to comply. Aw explained: "We will review such instances case by case, to seek exceptions where it’s necessary."

Said Aw: "For the team, no matter how prepared we think we are, there are always changes to the policy or manpower constraints and we have to react accordingly." 

MANPOWER INTENSIVE AND STRESSFUL

Aw recounted when the virus first broke: "It was close to Chinese New Year, and most of them were actually supposed to go on their holidays, but even prior to this I’d already prepped them that there will be changes [and new measures]."

Some of the policies eventually implemented include not allowing those who have been to China or the Middle-East in the past 14 days on the hospital premises.

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The hospital has also since cut down the number of designated visitors per patient from four to two, and only one visitor can visit at a time. Children under the age of 12 are also strongly discouraged from going up to the wards.

Since the virus outbreak, registrations can no longer be done online or at the kiosks, and have to be at the counters.

"Often in such scenarios, we have to thin out our manpower to the various areas where staff are required to do the screening and registration," she said.

"It is manpower intensive and stressful for our colleagues because anyone on medical leave will actually affect the team."

When asked if there were visitors who tried to visit their family members who were confirmed cases of Covid-19, Aw said there were but they had to tell them they're strictly not allowed to visit.

"If there’s any message they want to put across to their loved ones upstairs, we will encourage them to use WhatsApp, or FaceTime or video chat."

HEARTENING EXPERIENCE

Even though it has been a challenging time for healthcare workers, Aw shared that it has been heartening to see colleagues working closely with one another.

"When things get tough or challenging, they will step up and render a helping hand." Said Aw.

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She has also been touched by the overwhelming support from the public, from receiving food and snacks, to getting flowers on Valentine's Day, and gaining support and understanding for the work that they do. 

The crowd has also eased since the implementation of the new policies. "Over time, some of the visitors know they will not be able to visit. We don’t see as much of a load as we see during 'peacetime', so there are fewer visitors visiting," said Aw.

But she's not about to let her guard down. "We should always prepare for any relapse or any future instances of similar outbreaks," she added, speaking ahead to when the epidemic is finally over. The outbreak has so far afflicted 90 people in Singapore, of which 53 have fully recovered and 37 are still in hospital.

When asked if she has anything to say to her team, Aw brightened up and allowed a smile on her face: "I just have to say 'thank you' to all of our staff that's been working very hard with me to overcome this period."

ALSO READ: Google Translate saves the day: SGH nurse opens up about frontline struggles

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melissagoh@asiaone.com