Newsletter No. 142

2 No. 142 19th March 1999 CUHK Newsletter Clas s Lecture s o n th e Interne t O n 26th February, 35 teaching staff of the University participated in a workshop organized by the Teaching Development Unit to introduce a multimedia web presentation system for effective teaching and learning. Prof. Michael Lyu from the Department of Computer Science and Engineering presented the systemwhich supports the compilation, editing, and management of class lectures for delivery on the Internet, and showed how it can facilitate the workflow, collaboration, and quality of service for teaching and learning. The system can broadcast video and audio materials, viewgraphs, and whiteboard drawings captured in a live lecture for immediate viewing on the net. CC Alumni Scholarship Presentation O ne hundred and three Alumni Scholarships for Excellence were presented at the Friday assembly of Chung Chi College on 29th January. Forty-five of them were awarded to Year One students of the college; the rest were contributed by the Chung Chi College Board of Trustees for Years Two and Three students. Chung Chi College set up 40 Alumni Scholarships for Excellence at HK$ 10,000 each in 1995 with the support of its alumni association and donations from 40 alumni. The alumni donated 45 scholarships this year with two raising their donations to HK$25,000 and HK$42,000 respectively. After the ceremony, the alumni and the scholarship recipients attended a luncheon organized by the college. Put t ing Our Heal th Centre under the Stethoscope Campus health centres often elicit a mixed response from their users. While few among the university community would argue the convenience and necessity of having a health centre on campus, some may harbour doubts about the quality of its services. These may be the result of personal grievances, of rumoured horror stories about the centre, or of cynicism towards ' f r e e lunches' . Perhaps it is time to take a closer look at the University Health Service (UHS) that we all think we know so well and sometimes take for granted. Dispensary and the centre's landmark corridor T h e Building and Its Location The Health Centre of the UHS is located next to the graduate hostel in a quiet cul- de-sac at the bottom of a slope that branches off a steep incline. The shuttle mini-bus goes there only at selected times. I t can be quite a trek, especially when you're ill. However, with the new Mong Man Wai Building nearby now in use, users from uphill can at least take the lift to central campus before making their way to UHS. Inside, the b ig wa i t i ng room, complete w i th polyester flowers, i s reminiscent of the living room of your parents' civil servant friends in the 70s 一 endearing to some and nondescript to others. Consultation rooms, toilets, dispensary, medical lab, and other special rooms line a dim elongated corridor connecting the waiting room with the physiotherapy room and the staircase to the upper floor dental clinic at the other end. The tunnel-like corridor, decked with a doctor's paintings, i s the result o f expansion over the past two decades. The need for medical services was rapidly growing and there was no way to expand except lengthwise. The ventilation, electricity, and water supply systems are also showing the signs of age. Dr. Kenneth Pang, director of UHS since 1997, said that one of the first things on his agenda is improving the physical environment of UHS. Apian for a modem and more user-friendly and functional bu i l d i ng i s being drawn w i t h the assistance of the Campus Development Office. Dr. Pang hopes that support will come at the end of this year or the next. S t a f f Attitude and Team Work The attitudes o f staff at public hospitals and clinics in Hong Kong used to benotorious. Patients often felt, whether rightly or wrongly, that this had something to do with the fact that they weren't paying for the services. At UHS where most services are free-of-charge and where the relatively 'educated' clientele can be fastidious, how is professional courtesy ensured? Dr. Pang said attitude problems often stem from lack of team work among staff. He always tells his staff that they all have a unique role in terms of the smooth running of the clinic. 'If the clerk i s impolite, by the time the client gets to the doctor, he/she may feel even worse, and hence, becomes less receptive to advice. That's why all our services have to be in synch ,' he pointed out. UHS was audited by the Management Review Task Force in early 1997. Amongst other things, the task force recommended better coordination and communication. Dr. Pang has been working hard a t promoting communication between the ranks by being communicative himself. 'I consult my staff about administrative matters during lunch meetings. They need to know that this management is very open and willing to disclose information as much as possible and to solicit their views before decisions are made,' he said. How does UHS handle its complaints, most of which are incidentally related to staff attitude and services not having been as r e a d i l y a v a i l a b le a s t h e complainant would have liked? While the second type i s not always within the control of staff, Dr. Pang conceded that front-line workers should never lose their temper. He would like to develop a culture i n which complaints are seen as a chance for development, and even anonymous complaints are investigated. On the other hand, he realizes clients can be difficult, and with work piling on, the staff can feel cornered. 'It's important that I show them my support. I f they can't handle a case, I tell them to hand it to me,' he said. Another recommendation by the Task Force i s less r i g i d i ty i n the delineation of duties among nurses and clerks. Nurses on the Health Education Programme, for example, would help out at the clinic when needed, and vice versa. A similar arrangement applies to all clerical staff in the centre. M e d i c a l Staff The doctors at the Health Centre have been a rather loyal bunch. Dr. Stephen Yuen, the most recent physician to join, did so six years ago. The ones who have been there longest are Dr. Lo Tsun Fan and Dr. Rose Lim. They joined some 20 years ago. Not only is UHS blessed with their loyalty but also, i t so happens, their h i gh ly d i ve r s i f i ed specialities, including recognition i n internal medicine, paediatrics, obstetrics and g y n a e c o l o g y, p r o f e s s i o n al qualification in family medicine, and experience in psychological counselling. Grievances have on occasion been expressed against the doctors, the majority stemming from differences in expectations. Dr. Pang explained, 'Sometimes the patient may expect to recover from a col d in two days but i t takes longer. Sometimes the doctor's diagnosis may differ from what the patient has in mind. Sometimes the patient requests t o be referred to a Reception desk