"I try to put myself in their shoes.
It’s important to me that I offer the same level of compassion I would hope for my loved ones to receive."
- Rachel Tan, Senior Occupational Therapist at Woodlands Health
Can you summarise your job in one or two sentences?
As an occupational therapist, I help patients restore their function and ability to perform meaningful activities. Specifically in hand therapy, we aim to reduce pain and improve function through the use of splints, exercises, and education.
How long have you been in your current role?
I have been working in this role for 7 years.
What inspired you to pursue a career in healthcare?
My goal has always been to make a meaningful impact on people’s lives. Occupational therapy gives me the opportunity to help individuals overcome challenges and live life to the fullest.
What’s a skill or quality you’ve developed in this role that you’re most proud of?
I’ve learned the importance of truly listening to my patients and trying to understand their concerns. By empathising with them, I can build trust and create meaningful interventions to help them engage in activities that may be difficult for them. It’s a privilege to be part of their journey.
Could you share a memorable moment from your healthcare journey?
One of the most memorable moments was working with a patient who had a brachial plexus injury, which left him unable to use his dominant arm. Over 6 months, we worked together, and he made significant progress.
I also got to know his family, and we celebrated milestones like him being able to grasp a piece of fruit and feed himself. By the end of our sessions, he could shower independently. It was heartwarming to witness his recovery and the joy it brought to his family.
What’s your personal approach to going the extra mile for patients or colleagues?
I try to put myself in their shoes and remind myself that, if they were my family, I would want them to be treated with the utmost care and kindness. It’s important to me that I offer the same level of compassion I would hope for my loved ones to receive.
How do you keep yourself motivated to deliver great service every day?
I remind myself that even small actions can have a significant impact on someone’s day. Whether it's offering a listening ear, providing reassurance, or simply being there for a patient, I know that these efforts can make a real difference.
How do you handle difficult situations while maintaining good service?
I try to stay calm and approach each situation with patience, reminding myself that kindness often leads to better results than force or frustration. I focus on listening and responding with respect and empathy, which helps me find a solution that works for everyone and ensures a positive experience for the patient.
What advice would you give to someone new to the team about service excellence?
My advice would be to always approach every situation with empathy and understanding. Take the time to truly listen to others, and put yourself in their shoes to understand their perspective. This helps create a connection, making them feel heard and valued.
