At Ng Teng Fong General Hospital (NTFGH), healthcare professionals are not just delivering care—they are leading change. In a high-pressure environment where long waits, information gaps, and handover frictions are daily realities, NTFGH recognised that the key to sustainable improvement lies in empowering those closest to the challenges. Through a strategic partnership with the Singapore Institute of Technology’s lifelong learning division, SITLEARN, the hospital launched a transformative initiative to build innovation capability from within.
The Challenge: Turning Pain Points into Possibilities
Healthcare professionals at NTFGH often felt they lacked explicit and accessible tools to question “how things are done.” Despite their deep understanding of patient needs and operational realities, many were unsure how to test alternatives or drive improvements without disrupting care. The hospital sought a structured, skills-building path that could by led by the very people who experience them firsthand to transform everyday pain points into actionable experiments.
“Healthcare is dynamic and complex, and our staff need more than technical skills—they need the ability to empathize, innovate, and co-create solutions that truly address patient and operational challenges,” shared Mr. Ng Kian Swan, Chief Sustainability Officer, Ng Teng Fong General Hospital & Jurong Community Hospital. “Through our partnership with SITLEARN, we customised a design thinking programme that equips our staff with a structured yet flexible mindset to reframe problems, test ideas quickly, and collaborate across disciplines.”
"Through facilitated discussions and empathy exercises, I helped them see that innovation often begins at the bedside—with small changes that ripple into big impact." – Assistant Professor Dr Nadya Shaznay Patel, SIT
The CARDS Programme: A Design Futures Approach to Healthcare Innovation
To meet this challenge, NTFGH adopted SITLEARN’s Company Applied Research Design Studio (CARDS) programme, underpinned by a Critical Design Futures thinking framework. Led by Assistant Professor Dr Nadya Shaznay Patel, CARDS equips multidisciplinary teams with the tools to frame problems systemically, prototype quickly—including using AI-assisted tools—and deliver changes that matter.
“Many participants were initially hesitant, unsure if they had the ‘right to innovate’ in such a structured hospital environment,” Dr Patel recalled. “Through facilitated discussions and empathy exercises, I helped them see that innovation often begins at the bedside—with small changes that ripple into big impact.”
Participants embraced a humanity-centred approach to problem-solving, applying innovation directly to real challenges in their wards and departments. The programme’s emphasis on reframing problems from patient and staff perspectives helped teams move beyond surface-level fixes to address root causes.
"CARDS Run 1 was a slight intense but rewarding experience." – Ms Kristeen Peh, Senior Process & Innovation Specialist, Quality, Innovation & Improvement
Innovation in Action: Tangible Results from the Ground Up
The CARDS programme didn’t just teach design thinking. It embedded the practise into the hospital’s culture. Teams successfully prototyped workflow improvements, such as smoother discharge communications and streamlined handovers, directly addressing longstanding operational challenges.
“CARDS Run 1 was a slight intense but rewarding experience.” recalled Ms Peh, a programme participant. “It deepened my appreciation for design thinking and introduced futures thinking in an intriguing way. Applying these concepts to a real NTFGH challenge made the learning meaningful. The hands-on approach, paired with a well-crafted (and yes, tiring!) curriculum, left me inspired and ready to innovate with purpose.”
“After completing the design thinking training, our staff emerge with a stronger capacity to tackle complex problems with creativity, empathy, and collaboration. They are better able to view challenges through the lens of patients and colleagues, identify root causes, and generate practical solutions that improve both care delivery and workplace efficiency.” shared Mr. Ng Kian Swan, Chief Sustainability Officer, Ng Teng Fong General Hospital & Jurong Community Hospital. “
Beyond operational gains, the programme sparked a cultural transformation. Participants became innovation ambassadors, spreading new practices and inspiring colleagues across departments. Managers observed stronger cultures of initiative, ownership, and cross-disciplinary collaboration. These are hallmarks of deep-rooted organisational change.
Expert Facilitation: Creating Safe Spaces for Innovation
Central to the programme’s success was Dr Patel’s facilitation style, which blended practical tools, empathetic coaching, and deep knowledge of organisational change. She created psychologically safe learning environments where healthcare staff could voice concerns and test ideas without fear of failure.
“The real success,” Dr Patel reflected, “is when participants continue applying design thinking after the programme ends—that’s when change becomes part of the culture. Seeing a healthcare professional suddenly light up when they realise their potential to drive meaningful change—that’s what makes this work truly rewarding.”
"The CARDS programme doesn’t just teach design thinking but transforms how professionals see their role in driving organisational change." – Robin Ngan, Director of SITLEARN, SIT
A Model for Lifelong Learning in Healthcare
Robin Ngan, Director of SITLEARN, emphasised the broader significance of the partnership: “Our collaboration with NTFGH demonstrates the power of applied learning in healthcare innovation. The CARDS programme doesn’t just teach design thinking but transforms how professionals see their role in driving organisational change.”
- Build Sustainable Innovation Skills that evolve long after programme completion
- Address Immediate Organisational Challenges through real-world projects
- Lead Cultural Change by becoming innovation ambassadors within their teams
This combination of practical application, skill development, and cultural transformation creates a multiplier effect that extends the programme’s impact far beyond its initial participants.
Ready to Transform Your Organisation?
The success of the CARDS programme at Ng Teng Fong General Hospital showcases the powerful potential of design-driven innovation in healthcare and beyond. As organisations across industries face increasing pressure to innovate while maintaining operational excellence, CARDS offers a proven pathway to sustainable change.
Is your organisation ready to unlock the innovation potential of your workforce?
Discover how SITLEARN’s Company Applied Research Design Studio (CARDS) can help your teams turn ideas into impactful solutions that drive lasting organisational transformation.
Visit SITLEARN Executive Education and get in touch with SITLEARN today to explore how we can partner with you in developing your organisation’s innovation capabilities.
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