How listening helps this Medical Social Worker ensure no one is left behind
Published on 21 October 2025
Ensuring no patient falls through the cracks – that’s something Ms Zeng Hui Hui and her team strive to do every day.
When Ms Zeng Hui Hui reflects on what makes a good leader, she does not talk about awards achievements, or titles. Instead, she goes back to a simple piece of advice that has guided her from the start: always take the time to listen to others.
“I was told to take a listening approach,” she said. “Seek to understand what’s happening before jumping into judgements or opinions. That way, you stay open and give space for different perspectives.”
That mindset has shaped her leadership journey. At 35, she became Head of Medical Social Services at Ng Teng Fong General Hospital (NTFGH) – one of the youngest to hold the role. Today, at 41, she continues to balance her responsibilities as a leader with her role as a Senior Principal Medical Social Worker.
“Being familiar with the ground helps,” she explained. “I know the processes, the ins and outs of the work, and the struggles my colleagues face. When we want to implement something, I always ask myself: Does it make sense for them? Will they want to follow it?”
That philosophy guided her work in the Bukit Batok Health project, a regional health system initiative that links hospitals with community partners. For Ms Zeng, this is where medical social workers can make a unique difference. “Ultimately, patients have to go home,” she said. “Our role is to make sure they don’t fall through the cracks. That means working closely with the community, with caregivers and with partners outside the hospital.”
Technology with a human touch
Ms Zeng has also been closely involved in adopting the EPIC electronic medical record system, which she believes will open new ways to understand and anticipate patients’ needs. “For the longest time, people said social data was hard to capture,” she said. “But with EPIC, we can document better, analyse trends and even identify social predictors. It creates possibilities.”
She imagines a future where data helps social workers be more proactive. “Right now, we wait for referrals,” she said. “But what if the system could flag patients who meet certain criteria, and alert us early? That could help us reach people before they fall through the gaps.”
Still, she is clear about what technology cannot replace. “Machines can take over some of the repeated, routine tasks,” she added. “But what we bring as social workers is the human touch – relationships, communication, counselling and community connections. That’s the heart of our work.”
Grounded in people
Despite her leadership roles, Ms Zeng stays grounded in her daily interactions with patients and families. “Despite the challenges these patients go through, I see their strength, and how they try to overcome difficulties,” she said.
For her, every patient encounter leaves a mark. “Whenever I interact with our patients and hear their stories – or the stories of their caregivers – it really humbles me,” she said.
“Every patient’s story sticks with me, especially those we have journeyed with for years. Sometimes when they or their caregivers come back and share how they’ve been doing, even the smallest things we did for them, you can see how appreciative they are. Those moments really warm my heart.”
Her journey reflects the qualities that the National University Health System (NUHS) champions in the Healthcare Workforce of the Future: grounded in patient care, open to innovation and committed to nurturing others. It is this sense of purpose that she tries to pass on to younger medical social workers and allied health professionals. “Our work is not easy, but it’s very rewarding,” she said. “Sometimes you may feel tired or wonder why you’re doing this. In those moments, go back to your original intention – why you chose this field.”
Her advice to the next generation is gentle but firm: Be kind to yourself. “You don’t always have to ace everything. Just try,” she said. “As long as you give your best, good things will come along. And remember, this is a marathon, not a sprint. Take care of yourself so you can sustain your career for the long run.”
This year, Ms Zeng’s contributions were recognised with the Excellence Award at the NUHS Allied Health & Pharmacy Awards. She accepts the recognition with humility, pointing again to her team. “You can say all the good things about leadership,” she said, “but really, it’s through our people who believe in this with us.”
The NUHS Allied Health & Pharmacy Awards celebrate individuals who have made outstanding contributions to patient care, education, research and professional practice across NUHS.
Click here to find out more about the various Allied Health Professionals.
In consultation with Ms Zeng Hui Hui, Head and Senior Principal Medical Social Worker, Department of Medical Social Services, NTFGH.
