Fizah Matawi
Executive, Clinical Operations
“Providing reliable care allows me to serve patients directly.”
Hi, I’m Fizah, I’ve worked in outpatient services for 17 years, covering St Luke’s Community Clinic (SLCC), Day Rehabilitation Centre (DRC), and Home Care Services (HCS). My journey in healthcare has been deeply fulfilling — I’ve always had a passion for helping others, and this role allows me to make a real difference every day
The healthcare industry captured my curiosity way back when I was studying IT. It wasn’t directly related but I was intrigued by what happened behind-the-scenes in outpatient clinics, especially since it impacted my own family.
That curiosity eventually led me to St Luke’s Hospital, where I was drawn to a role that offered meaningful, direct interactions with patients.
In outpatient services, we meet a wide range of patients, some as young as 18 years old. We see them regularly, get to know their stories, and many of them truly inspire me.
One that stands out is a kind Ah Gong (grandfather), who used to come with his helper. He wasn’t fluent in English, so I often helped translate. Over time, he started asking for “Nor (short for Norfizah)” at every visit and even surprised me with a cake when I was about to give birth! Though he has sinced transitioned to Home Care Services due to his increased needs, he still reminds his helper to “look for Nor”. It’s moments like these that remind me why I love what I do.
I’ve also been fortunate to have a great mentor, Kenneth, who always cared for staff’s well-being. He would check in with team leaders every month, ensuring we could serve to the best of our abilities. Under his guidance, we grew from a team of four to nine, and he taught me a valuable lesson: worry less, focus on doing good work.
Of course, the work isn’t without challenges. Ensuring consistent, quality processes across different services from SLCC to DRC and HCS requires coordination, diligence and care. Outpatient services play a crucial role in managing referrals, scheduling appointments, guiding patients through subsidy options, and ensuring accurate billing.
Empathy is also an important part of our job as we’re often the bridge between the doctors, nurses and therapists. We learn to listen closely to patients, understand their needs, and provide the right support at the right time.
To me, providing reliable care means being someone that both patients and colleagues can count on; in the end, that’s what truly makes a difference.
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