Wednesday, January 29, 2020

Epidemics & traveller convenience: Build budget hotel/hostels at the airport: A public suggestion to the ministerial task force on the Wuhan virus


29th January 2020

Dear Ministers,

 

I am taking this opportunity to wish you and your family a “Happy & Prosperous Lunar New Year 2020.”.

 

I am encouraged that DPM Heng Swee Keat has announced that he and his 4 G leaders are keen to work with our citizens on policy making. This will encourage active citizenry to develop and grow.

 

The world today is uncertain – what with terrorism, climate change and the threat of deadly viruses striking and spreading rapidly – at any time.  

 

With the recent Wuhan virus from China affecting many people in China – and now having made its way into Singapore, we need to be proactive and think of ways to allow our people to have peace of mind.  

 

Experts have predicted that more new flu viruses are set to make their way into this globalised world. That said, we cannot be living in fear all the time. Life has to go on.   

 

In its long-term planning, I propose that the Singapore Government in partnership with entrepreneurs or businessmen build a budget hotel and hostel at Changi Airport for a dual purpose.  This can be a pilot project.

 

Allow me to explain.

 

The proposed budget hotel/hostels can be managed by businessmen/entrepreneurs with collaborations with the hospitality industry, VWOs and healthcare professionals. 

During periods when there is no outbreak of viruses, the hotel/hostels can be rented out to tourists or anyone travelling – either out of Singapore or visiting our Lion City.  Travellers may want to rest and spend one or two nights before departing or visiting Singapore. If the prices at these places are affordable, the take-up rate will be good. Our national airlines carrier – SIA, can help promote these resting places to passengers on their flights. Boils down to good sales and marketing skills.  

 

There may be concerns that the hotels near the airport could lose business, so it can be made necessary that the stay at either the hostel or budget hotel must only be used for one or two days.

 

When there is an outbreak of viruses, all checks can be done at these venues – before the travellers enter Singapore. They can be screened and quarantined here – and if they are found to be infected, they can be immediately sent to our hospitals.  As the symptoms of the Wuhan virus may not show up until one week, that is the period when travellers from affected countries could be quarantined.

Bear in mind that diplomatic rows can surface if we bar anyone from entering Singapore.

Viruses can spread like wild fire so it’s best to prevent virus carriers from going past the airport or any other check point.

 

Additionally, there is no issue of the hotel/hostel becoming a white elephant if good marketing strategies from the Singapore Tourism Board are applied.    

After some time, visits to Jewel will be reduced, so one way to keep this venue ‘alive’ is for the budget hotel/hostel to have brochures or promotional material to entice the traveller to patronise Jewel and the duty-free shops.

 

Initially, the construction of the budget hotel/hostels will not make money – but over a period of time with good sales tactics, it can break even – and even make money.

 

Every investment has risk, but if we do not take risks, we will never know, would we?  Take heed of what the late Winston Churchill, former Prime Minister of UK once said, “The pessimist sees the difficulty in every opportunity. The optimist sees the opportunity in every difficulty.”

 

These venues when thoroughly disinfected during quarantine periods can be a revenue earner to boost our economy. 

 

We can’t afford to let infections spread given the bed crunch in our public hospitals and to be mindful that our healthcare workers are at risks of getting infected and even losing their lives.  Remember the 2003 SARS –that brought scars.

 

There is also the concern that our economy will take a beating when epidemics take control of our lives and when we tend to become so fearful that we find it so hard to function.

 

I would appreciate a reply and if it takes a while to study my proposal, an interim response would be good.

 

Thank you and have a nice day!

 

Sincerely,

Raymond Anthony Fernando




 

 

 

Friday, January 24, 2020

Customer Empathy

When handling members of the public, it is so important to adopt 'Customer Empathy'. There a direct link between customer empathy and the human element.
Why exactly is Customer Empathy? And why is it necessary for service officers, including healthcare workers to practise these virtues.
Customer Empathy is about providing a personal service where the warm glow you get when you return to a business and they remember your name and are pleased you've come back, or when they are obviously interested in you as a person, or are genuinely concerned about fixing some inconvenience they've caused, sincerely caring for what you've been put out.
Customer Empathy creates that wonderful sense of true (emotional) satisfaction we feel when we're being valued and treated as a person, as a human being.
By bringing the human element into our interaction, we can create an emotional bond between us and the public so that they will stay loyal to you and to want to come back to you, even if there's some better 'deal' elsewhere -even during a recession
We can build the best hospitals, more family centres, more nursing homes, more resources and manpower, but if we do have that human element that is vital to lift the human spirit, then all these efforts will fail.

Raymond Anthony Fernando

Tuesday, January 14, 2020

Caregivers can do with more social support

In January 2019, I wrote this press letter which was published by Today Newspaper.   Let’s hope that with the upcoming budget more help can be given for caregivers who travel a very lonely journey.

Caregivers, who have the unenviable and round-the-clock task of providing support to their care recipients, will surely welcome the move by the Ministry of Health in rolling out the much-needed assistance schemes (“Government to defray cost of caregiving and improve respite care for caregivers: Edwin Tong”; Jan 18).



While caregiving is rewarding and noble, caregivers who do not receive adequate support will experience stress and anxiety leading to their own poor mental and physical health.

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Some caregivers take on multiple caregiving roles in the family when not everyone is able to share in the duties, possibly because some family members have to look after their own families.

A large number of caregivers have to give up their jobs to provide long-term care to their loved ones and, in the case of those struggling with mental illnesses, the task can be daunting. 

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With no key social support, it is difficult to help their loved ones to a full recovery and give them a sense of hope.

In Nova Scotia, Canada, under a caregiver benefit programme, the government there gives a monthly allowance to caregivers of low-income adults who have a high level of disability or impairment.

It takes much courage, conviction, sacrifice, love and understanding to provide loving care to sick loved ones, and caregivers do precisely that.

Sadly, most people don’t always appreciate how physically and emotionally taxing it is for these individuals.

Caregivers often make unrecognised contributions to society and are the backbone of our long-term care system. If we did not have family caregivers, our healthcare system would collapse in time to come.

We have to bear in mind that when caregivers lack support, they become isolated and lose the determination to continue in the caregiving journey.

Raymond Anthony Fernando