Projects

[AVBC 2025] Design Thinking in Healthcare: A Collaborative Approach to enhancing Mobile Registration

Project Categories

Care Process & Redesign

Technology

Platform

Appropriate & Value-based Care Conference

Cluster

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

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 Chan Fun Jui Nur Atiqah Binte Ahmad Gan Shoau Huay Hong Wei Wei Khadija Shafiq Hu Pei Lin Alexander Leong Angela Heng Dexter Kuan Tan Lay Peng Jeffrey Ng Elankathir Shanmugaraj Naw Aung Katherine Soh

Connect with this contributor!

Khadija Shafiq - khadija.shafiq@singhealth.com.sg (opens in new tab)

Project Attachment

1077_Singhealth_Singhealth_Polyclinics_AVBC_2025_Design_Thinking_in_Healthcare_A_Collaborative_Approach_to_enhancing_Mobile_Registration.pdf (opens in new tab)