Conducting Financial Counselling (FC) for All Inflight Patients at NTFGH & JCH Wards
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2021
Reduce the percentage of patients who did not undergo financial counselling (FC) within 48 hours from 15% to 1%. Enhanced FC process ensures better patient understanding of charges, enabling them to focus on recovery.
Year Submitted: 2021
Published Date: 31 December 2021
Tags: Care Process ＆ Redesign, Quality Improvement, Job Effectiveness, Value Based Care, Patient Satisfaction, Operational Management, Financial Management
About this Content
Aims
Reduce the percentage of patients who did not undergo financial counselling (FC) within 48 hours from 15% to 1%.
Background
Patients were experiencing bill shock due to insufficient financial counselling within the required timeframe.
Methods
Implemented an occupancy checklist and streamlined FC processes with structured workflows.
Results
Achieved 99% FC compliance within 48 hours and 87.9% within 24 hours of patient admission.
Conclusion
Enhanced FC process ensures better patient understanding of charges, enabling them to focus on recovery.
Lessons Learnt
Clear communication and structured processes improve efficiency and reduce patient stress.
Keywords
Financial Counselling, Patient Charges
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | Ng Teng Fong General Hospital, Jurong Community Hospital |
Platform(s) | National University Health System Quality Improvement |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Patient Service Associate |
Project Lead(s) | Nurul Natasha |
Project Member(s) | Siti Zahara |
Connect with this contributor!
Siti Zahara - siti_zahara_hassan@nuhs.edu.sg
Project Attachment
C194_NTFGH_JCH_QM_2021_Conducting_Financial_Counselling_for_All_Inflight_Patients.pdf