1 Bill 1 Queue
Care Process & Redesign
Technology
National Healthcare Innovation and Productivity Medals
National Healthcare Group
31 December 2017
To streamline outpatient billing by integrating services into a single queue and bill. The 1-Bill, 1-Queue system improved patient satisfaction and clinic efficiency while significantly reducing errors.
Year Submitted: 2017
Published Date: 31 December 2017
Tags: Technology, Care Process ＆ Redesign, Digitalisation, Automation, Digital Platforms, Quality Improvement, Workflow Redesign, Operational Management, Financial Management, Access To Care, Waiting Time, Value Based Care, Patient Satisfaction, Resource Allocation, Productivity, Time Saving, Cost Saving
About this Content
Aims
To streamline outpatient billing by integrating services into a single queue and bill.
Background
Fragmented billing processes led to inefficiencies, patient dissatisfaction, and billing errors.
Methods
Integrated IT systems to consolidate billing and queue numbers for all outpatient services.
Results
Reduced manual redundancies (11.3 FTEs saved) and achieved SGD 460,591 in annual cost savings.
Conclusion
The 1-Bill, 1-Queue system improved patient satisfaction and clinic efficiency while significantly reducing errors.
Lessons Learnt
Change management is critical for introducing technology-driven solutions in diverse stakeholder environments.
Additional Information
National Healthcare Innovation and Productivity Award
Keywords
Billing Integration, Patient-Centric Care, Workflow Redesign
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | Tan Tock Seng Hospital |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Michael Leow |
Project Member(s) |
Connect with this contributor!
Michael Leow - michael_leow@ttsh.com.sg