Supporting patients beyond treatment…
Can you summarise your job in one or two sentences?
Hajar: Our work as MSWs is fast-paced and dynamic, with situations often changing rapidly, but it is highly rewarding and meaningful.
Misha: We provide practical and psycho-social support to patients and their families, helping those from diverse backgrounds navigate their challenges.
How long have you been in your current role?
Hajar & Misha: Coincidentally, we’ve both been in our current roles for 7 months.
What inspired you to pursue a career in healthcare/medical social work?
Hajar: My journey into medical social work began as a social work coordinator in another public healthcare institution. Over five years, I was drawn to helping people cope with the impact of medical conditions on their lives. This passion led me to pursue a career in social work, while studying for my degree part-time at SUSS.
Misha: Having worked in public healthcare for several years, including as a patient service associate and care coordinator, I developed an interest in social work. During my internship at a polyclinic, I gained a deeper understanding of the struggles and challenges faced by families. This experience inspired me to pursue a career in medical social work, where I can advocate for vulnerable and low-income individuals and families.
Can you walk us through a typical day in your role?
Hajar: My day starts with catching up on emails and responding to service providers regarding patients' cases. I then review my patient list for the day and spend time attending to them. As the work of an MSW can be emotionally demanding, we typically end the day with case discussions or debriefs with my supervisor.
Misha: My day includes managing both inpatient and outpatient cases. For inpatients, I screen my cases to ensure timely interventions and smooth discharges. I also review outpatient cases in preparation for my clinic days. Throughout the day, I stay on top of messages and emails, addressing any queries. Regular check-ins with my supervisor and team are essential to ensure everything runs smoothly.
How do you support patients and their families during difficult times?
Hajar: As an MSW, active listening and offering supportive counselling are vital in helping bring comfort to our patients and their families during difficult times. Many patients and family members have shared that our presence helps them feel heard and supported amidst the chaos they are experiencing with their health.
Misha: It’s crucial for us to provide a listening ear and to pace ourselves with the patients and their family members. This allows them to regulate their emotions and thoughts at their own pace. Additionally, by identifying their strengths and tapping into their informal support system, we help empower them to better cope with the challenges they face.
What skills do you think are most important for a medical social worker to have?
Hajar: Patience and the ability to rationalise on your emotions and our thoughts and to see things from different angles. Our patients and family do come from different backgrounds from us and have differing ways of doing things or making decisions. At times we can get caught in our own values and can form a non-neutral view of the situation. It is important for us to learn to take a step back and to also check in with my colleagues on the things I have missed out!
Misha: Empathy (Each individual experience and emotional tolerance is different; our body language and tone of voice does create an impact as it will indirectly convey a message to them that we are here to hear them out. This will help to build the rapport and allow them to confide their emotions to us). Time management (Working in a fast-paced environment and managing high caseloads as well as engaging in various tasks requires proper planning. For example, prioritising urgent deadlines and keeping track of pt’s EDD. This will also help to prevent burnout and have a balance workload.
What’s one aspect of your job that you think is often misunderstood?
Hajar: A common misunderstanding is that we can solve all problems or provide immediate solutions. People sometimes forget that, like everyone else, we also have limitations. Our role is to support patients and families by helping them process their situations, making it easier for them to cope with difficult circumstances.
Misha: There’s a misconception that social workers will handle every aspect of a patient's care. However, our focus is on fostering self-reliance, guiding patients to take responsibility for their health, finances, and independence. We assess each case to determine what level of support is truly necessary for each individual.
Could you share a memorable or impactful experience you’ve had with a patient of family?
Hajar: One memorable experience was with a patient in palliative care who was referred to the MSW department. She enjoyed sharing her life story, and reminiscing about her past helped her reflect as she prepared for the end of her life. Though our time together was brief, it deeply impacted me, reminding me of the profound role MSWs play, especially during the end stages of life.
Misha: I once shadowed a colleague who was supporting the family of a patient who passed away following a road traffic accident. Witnessing the spouse’s grief was heartbreaking, and it made me realise how unpredictable life can be. It was a wake-up call to value those I love. As an MSW, being there for families during such difficult times is a crucial part of our role.
How do you collaborate with other healthcare professionals in your work?
Hajar: We work closely with the multidisciplinary team to address the psycho-social aspects of patient care. One memorable experience was collaborating with community nurses during a joint home visit for an elderly patient. We discussed care options, exchanged ideas, and considered the best approach for the patient’s well-being.
Misha: In addition to that, we regularly hold huddles and family conferences with the multidisciplinary team to discuss patient issues. These meetings provide a platform for the team to identify gaps and find solutions, ensuring that patients and their families are well-supported both in the hospital and at home after discharge.
What’s one piece of advice you’d give to someone considering a career in healthcare?
Hajar: Take one step at a time and never rush through the process. It’s important to stay calm, even in the face of challenges. When you're just starting out, it’s easy to feel overwhelmed, but remember that learning takes time. In healthcare, there’s always something new to discover, so keep an open heart and mind to growth and new experiences.
Misha: It’s also crucial to be flexible and prepared to continuously learn new skills and gain knowledge. In healthcare, feedback is essential—so being open to two-way feedback will help shape your growth, not just as a social worker, but in any role within the healthcare field.
How do you manage the emotional demands of your job while maintaining your own well-being?
Hajar: I make sure to maintain a self-care routine. Once I get home, I unwind by watching TV and having dinner with my family. Maintaining a work-life balance is crucial—it’s easy to neglect yourself while helping others. Additionally, clinical supervision plays a key role. Taking time to process the emotional demands of my job with my supervisor and colleagues helps me cope and manage stress more effectively.
Misha: I agree that processing our emotions with colleagues or a supervisor is vital. I also make it a point to take sufficient rest and engage in activities I enjoy, which helps reduce emotional burnout and keeps me refreshed.
If you are interested in contributing to the healthcare sector, join us! View our openings and apply at
www.wh.com.sg/join-us.
