[AVBC 2025] Design Thinking in Healthcare: A Collaborative Approach to enhancing Mobile Registration
Care Process & Redesign
Technology
Appropriate & Value-based Care Conference
SingHealth
28 November 2025
To re-imagine Mobile Registration (M-Reg) to minimize disruption and encourage timely patient arrival through an inclusive. The collaborative approach ensures that M-Reg development in HH+ is guided by real operational needs, benefiting all patients across.
Year Submitted: 2025
Published Date: 28 November 2025
Tags: Care Process ＆ Redesign, Technology, Quality Improvement, Workflow Redesign, Design Thinking, Value Based Care, Patient Satisfaction, Mobile Health, Digital Health
About this Content
Aims
To re-imagine Mobile Registration (M-Reg) to minimize disruption and encourage timely patient arrival through an inclusive and collaborative approach.
Background
With ~950,000 patients utilizing M-Reg annually, challenges such as patients not being present when their queue numbers are called and disruptions caused by patients who missed their queue were reported.
Methods
A design thinking workshop was held on 17 Feb 2025, involving 30 Operations and Patient Services staff representatives from across the healthcare ecosystem.
Results
Solutions prioritized for implementation include an 'I have arrived' button, enhanced communication touchpoints, and an improved workflow for missed queue numbers.
Conclusion
The collaborative approach ensures that M-Reg development in HH+ is guided by real operational needs, benefiting all patients across Singapore's healthcare ecosystem.
Lessons Learnt
Structured stakeholder engagement led to meaningful healthcare transformation, and a collaborative, ground-up approach is crucial for successful implementation.
Keywords
Healthcare, Mobile Registration, Workflow, Patient Communication, Digital Health
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | SingHealth, SingHealth Polyclinic, Synapxe, NUHS |
Platform(s) | Appropriate & Value-based Care Conference |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | NA |
Project Member(s) | Joanna Loy Mei Ling |
Connect with this contributor!
Khadija Shafiq - khadija.shafiq@singhealth.com.sg