[AVBC 2025] Developing a Patient-Reported Experience Measure for Singapore's Healthcare System
Care Process & Redesign
Appropriate & Value-based Care Conference
National University Health System
27 November 2025
This study aimed to refine a PREM for effective use in Singapore by identifying the key aspects of healthcare that matter. The current PREM-13 may need substantial revision.
Year Submitted: 2025
Published Date: 27 November 2025
Tags: Care Process ＆ Redesign, Value Based Care, Patient Reported Experience Measures
About this Content
Aims
This study aimed to refine a PREM for effective use in Singapore by identifying the key aspects of healthcare that matter most to local patients and their caregivers, understanding the drivers of patient experience as perceived by frontline healthcare professionals (HCPs), and evaluating the content validity, clarity, and utility of the existing 13-item PREM.
Background
Patient-Reported Experience Measures (PREMs) are important tools for capturing patients' feedback, evaluating healthcare quality, and identifying gaps not evident from clinical data. Singapore diverse healthcare system requires a culturally appropriate PREM to accurately capture varying priorities and experiences.
Methods
The PREM-13 was developed by culturally adapting items from two Norwegian PREMs and mapping them into nine areas of the Patient-Reported Indicator Surveys (PaRIS) framework. Qualitative interviews were conducted with 50 individuals from diverse healthcare settings across Singapore, including patients, caregivers, and healthcare professionals.
Results
Key drivers of patient experience were identified, including empathetic and clear communication, high-quality clinical care, and holistic and coordinated support. Negative drivers included feeling dismissed or unheard, long waiting times, and system inefficiencies.
Conclusion
The current PREM-13 may need substantial revision. Its doctor-centricity, vague wording, and failure to capture key local priorities like waiting times and cost limit its ability to generate actionable data for quality improvement.
Lessons Learnt
The current PREM-13 has limitations such as narrow scope, vague wording, doctor-centricity, and low actionability, which limit its utility for driving meaningful quality improvement.
Keywords
PREM, healthcare quality, patient experience
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | Saw Swee Hock School of Public Health, National University of Singapore, Yong Loo Lin School of Medicine, National University of Singapore, Alexandra Hospital, National University Health System |
Platform(s) | Appropriate & Value-based Care Conference |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | General Medicine |
Project Lead(s) | Chen Le Ann |
Project Member(s) | Shou YY |
Connect with this contributor!
Chen Le Ann - leann.chen@nus.edu.sg