Digitalisation of Medical Courier Process for Improving Productivity and Effectiveness of Medical Courier
Care Process & Redesign
Technology
National Healthcare Innovation and Productivity Medals
National Healthcare Group
31 December 2021
To improve courier productivity by digitalising consignment note (CN) updates and courier readiness monitoring. Digitalisation improved productivity, reduced delays, and enabled remote monitoring during COVID-19.
Year Submitted: 2021
Published Date: 31 December 2021
Tags: Technology, Care Process ＆ Redesign, Digitalisation, Digital Platforms, Quality Improvement, Workflow Redesign, Data Management, Data Analytics
About this Content
Aims
To improve courier productivity by digitalising consignment note (CN) updates and courier readiness monitoring.
Background
Manual CN updates delayed job tracking by 2+ days. Monitoring vehicle readiness relied on hardcopy checklists, limiting remote oversight.
Methods
Adopted FormSG for real-time CN updates and vehicle condition checklists. Enabled remote monitoring and instant access to digital archives.
Results
Turnaround time reduced from 2 days to 1 day. 100% CN received with zero loss. Productivity increased by 111 hours annually. Courier compliance reached 94.6%.
Conclusion
Digitalisation improved productivity, reduced delays, and enabled remote monitoring during COVID-19. FormSG adoption catalysed broader process improvements.
Lessons Learnt
Early resistance to digitalisation requires consistent engagement. Small process changes accumulate to larger benefits over time.
Additional Information
Improved confidence in service levels with digital tracking and readiness systems.
Keywords
Technology, Automation, Medical Courier, Process Improvement, Remote Monitoring, Data Retrieval, Digitalisation, NHGD
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | National Healthcare Group Diagnostics |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Wong Chong Keat |
Project Member(s) | Francesca Lee Beng Guek |
Connect with this contributor!
Wong Chong Keat - chong_keat_wong@diagnostics.nhg.com.sg
Project Attachment
365_NHGD_NHIP_2021_Digitalization_of_Medical_Courier_Process_combine.pdf