One of the first activities in conducting a Business Impact Analysis (BIA) is identifying the organisation's key products and services.
These represent the essential outcomes delivered to patients, healthcare partners, government agencies, and the wider community that must be sustained during an incident, emergency, or disaster.
Understanding these products and services enables the organisation to determine which activities are critical to fulfilling its mission and statutory responsibilities, and therefore require priority protection and recovery.
For KK Women's and Children's Hospital (KKH), the primary products and services comprise specialist healthcare services for women, newborns, infants, children, and adolescents.
As Singapore's principal tertiary referral hospital in these specialities, KKH must maintain the delivery of life-saving and time-critical clinical services while ensuring patient safety, regulatory compliance, and continuity of care.
During a disruption, the hospital may temporarily reduce or defer non-essential activities, but it must continue to provide the minimum essential services required to protect life and support the national healthcare system.
The following table identifies the principal products and services delivered by KKH, together with the corresponding Critical Business Functions (CBFs) that support their continued delivery during disruptive events.
Table C3: Key Products and Services
|
CBF Code |
Critical Business Function |
Key Product / Service Delivered |
Primary Customers / Stakeholders |
Importance During Incident, Emergency or Disaster |
|
CBF-1 |
Emergency Obstetric Services |
Emergency obstetric assessment, stabilisation, emergency Caesarean section, maternal emergency care |
Pregnant women, unborn babies, Ministry of Health (MOH) |
Protects maternal and fetal lives through uninterrupted emergency obstetric care. |
|
CBF-2 |
Labour and Delivery Services |
Safe labour management and childbirth services |
Mothers, newborns, families |
Ensures safe delivery services continue despite disruptions. |
|
CBF-3 |
Neonatal Intensive Care Services (NICU) |
Intensive neonatal care and life support |
Premature and critically ill newborns |
Sustains life-support services for vulnerable newborns requiring specialist care. |
|
CBF-4 |
Paediatric Emergency Services |
Emergency assessment and treatment for infants and children |
Children, parents, caregivers |
Provides immediate emergency care for critically ill or injured paediatric patients. |
|
CBF-5 |
Paediatric Inpatient Services |
Specialist inpatient paediatric medical and nursing care |
Hospitalised children and families |
Maintains ongoing care for patients requiring continuous hospitalisation. |
|
CBF-6 |
Operating Theatre Services |
Emergency and urgent surgical procedures |
Clinical departments, patients |
Supports emergency surgical interventions across multiple specialties. |
|
CBF-7 |
Intensive Care Services |
Adult, maternal and paediatric critical care support |
Critically ill patients |
Maintains life-sustaining intensive care during major disruptions. |
|
CBF-8 |
Pharmacy Services |
Supply and dispensing of medicines and pharmaceuticals |
Patients, clinicians |
Ensures uninterrupted availability of essential medications and emergency drugs. |
|
CBF-9 |
Laboratory Diagnostic Services |
Clinical pathology, microbiology, haematology and biochemistry testing |
Clinical teams, patients |
Enables timely diagnosis and clinical decision-making for emergency care. |
|
CBF-10 |
Medical Imaging Services |
Diagnostic imaging including ultrasound, X-ray, CT and MRI |
Clinical teams, patients |
Provides urgent imaging required for diagnosis and treatment planning. |
|
CBF-11 |
Blood Bank and Transfusion Services |
Blood compatibility testing and blood product supply |
Surgical teams, emergency services |
Supports life-saving transfusion services during emergencies. |
|
CBF-12 |
Electronic Medical Records (EMR) Management |
Patient health information management and clinical documentation |
Clinicians, patients, hospital management |
Maintains access to accurate patient information supporting continuity of care. |
|
CBF-13 |
Infection Prevention and Control |
Infection surveillance, prevention and outbreak management |
Patients, staff, visitors, MOH |
Protects patients and staff from healthcare-associated infections during incidents. |
|
CBF-14 |
Sterile Supply Services |
Sterilisation and distribution of surgical instruments and medical devices |
Operating theatres, wards, clinics |
Ensures sterile equipment remains available for safe clinical procedures. |
|
CBF-15 |
Medical Gas Supply Management |
Continuous supply of oxygen, medical air, vacuum and specialised gases |
Clinical departments, ICU, operating theatres |
Supports respiratory care, anaesthesia and critical care services. |
|
CBF-16 |
Clinical Engineering and Biomedical Equipment Support |
Maintenance and repair of medical equipment |
Clinical departments |
Ensures life-support and diagnostic equipment remain operational. |
|
CBF-17 |
Facilities and Engineering Operations |
Utilities, engineering services, backup power, environmental controls |
Entire hospital |
Maintains safe hospital infrastructure and uninterrupted facility operations. |
|
CBF-18 |
Information and Communication Technology (ICT) Services |
Clinical ICT systems, network infrastructure, cybersecurity and communications |
Entire hospital |
Enables operation of critical clinical systems and hospital communications. |
|
CBF-19 |
Security and Emergency Response |
Physical security, emergency response coordination and access control |
Patients, visitors, staff |
Protects people, facilities and critical assets during emergencies. |
|
CBF-20 |
Procurement and Supply Chain Management |
Procurement, inventory management and distribution of medical supplies |
Clinical departments, suppliers |
Maintains continuous supply of essential medicines, consumables and equipment. |
The products and services listed above represent the tangible healthcare outcomes delivered by KKH to its patients and stakeholders.
Each product or service is enabled by one or more Critical Business Functions, supported by people, facilities, technology, information, suppliers, and governance processes.
For example:
This integrated service model highlights the importance of identifying interdependencies during the Business Impact Analysis so that recovery priorities can be aligned with the delivery of essential healthcare services.
Identifying the key products and services delivered by KKH provides the foundation for Business Continuity Management by clarifying what the organisation must continue to deliver during disruptive events.
These products and services represent the essential healthcare outcomes that support the hospital's mission, protect patient safety, and fulfil its responsibilities within Singapore's public healthcare system.
The associated Critical Business Functions provide the operational capabilities required to deliver these products and services.
During a disruption, continuity efforts should focus on maintaining the minimum level of service necessary to preserve life, support critical clinical operations, meet regulatory obligations, and sustain public confidence.
The identification of these products and services also serves as the basis for subsequent Business Impact Analysis activities, including the determination of Minimum Business Continuity Objectives (MBCOs), Recovery Time Objectives (RTOs), dependency mapping, resource requirements, recovery strategies, and Business Continuity Plans.
By clearly defining its key products and services, KKH establishes a structured and service-oriented approach to Business Continuity Management that strengthens operational resilience and ensures the continued delivery of essential healthcare services under adverse conditions.
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