Projects

Becoming a One-Stop, Digital-First Patient Service Centre in CGH

Project Categories

Care Process & Redesign

Technology

Platform

National Healthcare Innovation and Productivity Medals

Cluster

SingHealth

31 December 2024

Improve digital adoption for billing and patient enquiries, reducing counter service demand by 50%. The new PSC model successfully enhanced operational sustainability and digital literacy.

Year Submitted: 2024
Published Date: 31 December 2024

Tags: Care Process ＆ Redesign, Technology, Quality Improvement, Job Effectiveness, Workflow Redesign, Digitalisation, Digitisation, Internet of Things, Operational Management, Financial Management, Digital Health, Digital Apps, Digital Platforms

About this Content

Aims

Improve digital adoption for billing and patient enquiries, reducing counter service demand by 50%.

Background

The Patient Service Centre (PSC) at CGH handles a variety of queries, including billing, patient complaints, and administrative support. The centre was redesigned to improve efficiency.

Methods

Introduced digital platforms for payment and bill enquiries, trained staff as digital ambassadors, and remodeled the PSC layout for better service flow.

Results

Digital platform adoption increased from 29.2% to 80%. Counter payment and billing enquiries reduced by 40%.

Conclusion

The new PSC model successfully enhanced operational sustainability and digital literacy. Future efforts will focus on further digital transformation initiatives.

Lessons Learnt

Staff training and digital integration improve patient service efficiency and satisfaction.

Keywords

Patient Service Centre, Digitalisation, Billing, Walk-in Enquiries, Self-Service Kiosks, Healthcare Administration

Innovators' Details

Healthcare Cluster(s)	SingHealth
Organization(s) Involved	Changi General Hospital
Platform(s)	National Healthcare Innovation and Productivity Medals
Healthcare Professional Group(s)	Healthcare Administration
Applicable Specialty or Discipline	Healthcare Administrators
Project Lead(s)	Tan Mei Fen
Project Member(s)	Desmond Khoo Cai Yanlong Adeline Wong Miki Ongi Sophie Ow Leong Man Qing Lee Xuan-Ting Joan Loh Lam Gia Thieu Lin Xiang Peng Garrett Chua Dilys Quek Zheng Shilong

Connect with this contributor!

Lee Xuan Ting - lee.xuan.ting@singhealth.com.sg

Project Attachment

994_CGH_NHIP_2024_Becoming_a_One_Stop_Digital_First_Patient_Service_Centre_in_CGH.pdf