Heidi Ho
Senior Patient Services Assistant
Sometimes, comfort comes from something as familiar as reading the morning newspaper.
At St Luke’s Hospital (SLH), Senior Patient Services Assistant Heidi Ho makes it a point to pass the newspapers to patients who enjoy reading them whenever they arrive at the ward.
It is a simple act of thoughtfulness, but for patients away from their usual routines, it can bring a welcome sense of familiarity and comfort.
For Heidi, caring for others often begins with paying attention to what matters to them.
A Journey That Shaped Her
Heidi’s journey with SLH began in 2003, when she was looking for work during a challenging period for her family.
What started as a temporary role as a screener soon became something more. After six months, she took on a new role as a Ward Clerk, marking the start of a career that has now spanned more than two decades.
Over the years, her experiences have shaped the way she relates to others, teaching her to be more patient, empathetic and mindful of the dignity of every person she encounters.
She has come to appreciate that every patient has their own story, worries and concerns, and that understanding their needs sometimes begins with simply listening.
Taking Time to Listen
Heidi recalls an encounter with a patient who was feeling anxious about her condition.
Noticing her unease, Heidi took the time to listen and understand her concerns. She also shared them with the Staff Nurse so that the care team could follow up.
Seeing the patient become calmer left a lasting impression on Heidi. It reminded her that offering a listening ear and communication can make a difference.
On another occasion, Heidi encountered a patient who was distressed about her situation. Rather than rushing the conversation, she remained calm and gave the patient space to express her feelings, offering reassurance along the way.
Through encounters like these, Heidi has learnt that compassion is not always about finding a solution. Sometimes, it means being present, responding with patience and ensuring that no concern goes unheard.
Care Is a Team Effort
Much of Heidi’s work as a Senior Patient Services Assistant happens quietly behind the scenes. Yet she understands that every role, no matter how visible, contributes to a patient’s care and experience.
Through her work, she has seen how colleagues support one another and come together to provide safe, attentive and compassionate care.
In her own role, Heidi strives to be responsive and dependable, carrying out her responsibilities with care and consideration for those around her.
While the work may be challenging at times, seeing patients smile or hearing their words of gratitude reminds her that her efforts, alongside those of her colleagues, make a difference.
Outside work, Heidi enjoys spending time with family and friends, making cards and watching dramas. She also brings her helpful and encouraging spirit to the workplace, striving to be a supportive, reliable and positive presence for her colleagues.
For Heidi, the meaning she finds in her work continues to come from the people she meets and the connections she makes along the way.
Whether it is listening to a worried patient or remembering who looks forward to the morning newspaper, Heidi shows us that meaningful care does not always require grand gestures.
Sometimes, all it takes is noticing the little things that matter to someone — and taking the time to make them happen.
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