Business Office Transformation - to Empower, Engage and Design Patient Journey Centric Process
Care Process & Redesign
Technology
Singapore Healthcare Management Congress
SingHealth
31 December 2022
To redesign and transform SGH Business Office processes using technology for hassle-free patient services. The redesigned Business Office processes enhanced efficiency and patient satisfaction significantly.
Year Submitted: 2022
Published Date: 31 December 2022
Tags: Care Process ＆ Redesign, Technology, Quality Improvement, Design Thinking, Productivity, Time Saving, 5G, Manhour Saving, Access To Care, Digitalisation, Digitisation, Digital Health, Digital Platforms, Digital Apps, Acute Care, Patient Reported Experience Measures, Ambulatory Care (Outpatient Care)
About this Content
Aims
To redesign and transform SGH Business Office processes using technology for hassle-free patient services.
Background
Patients and NOKs often face administrative challenges at the Business Office, necessitating a service redesign.
Methods
Implemented self-help digital services, restructured workflows, and utilized design thinking for patient-centric solutions.
Results
Reduced wait times and complaints by 25%; improved service accessibility with 24-hour self-help kiosks and online portals.
Conclusion
The redesigned Business Office processes enhanced efficiency and patient satisfaction significantly.
Lessons Learnt
Design thinking and patient engagement are pivotal for successful service transformation.
Additional Information
Singapore Healthcare Management Congress 2022 – Merit Award (Patient Experience).
Keywords
Digitalisation, Self-help, Patient Service
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | Singapore General Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration, Nursing |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Ong Mei Ling |
Project Member(s) | Siong Guan Cheng |
Connect with this contributor!
Ong Mei Ling - singaporehealthcaremanagement@singhealth.com.sg