Digitalization of Patient Experience Survey
Care Process & Redesign
Technology
National Healthcare Innovation and Productivity Medals
Agency for Integrated Care - Intermediate and Long Term Care
31 December 2024
Reduce reliance on nursing manpower by 0.5 FTE, improve service recovery time from 14 to less than 3 working days, and. ePES significantly improved efficiency and patient experience insights.
Year Submitted: 2024
Published Date: 31 December 2024
Tags: Technology, Care Process ＆ Redesign, Digitalisation, Automation, Productivity, Manhour Saving, Time Saving, Quality Improvement, Job Effectiveness, Lean Methodology, Workflow Redesign
About this Content
Aims
Reduce reliance on nursing manpower by 0.5 FTE, improve service recovery time from 14 to less than 3 working days, and achieve a 20% response rate for discharged patients with valid mobile numbers.
Background
St. Andrew’s Community Hospital relied on paper-based Patient Satisfaction Surveys (PSS), which were manpower-intensive, delayed service recovery, and showed stagnating improvement.
Methods
An electronic Patient Experience Survey (ePES) was developed in-house at minimal cost and implemented across rehabilitation wards by January 2023.
Results
0.6 Nursing FTE was eliminated, service recovery lead time improved from 8-24 days to under 3 days, and a 20% survey response rate was achieved in 2024.
Conclusion
ePES significantly improved efficiency and patient experience insights. Further refinements will focus on enhancing real-time feedback channels and driving continuous improvements.
Lessons Learnt
Stakeholder engagement and continuous feedback loops are critical for success. A new QR-based feedback channel was introduced in February 2024 to enhance real-time feedback.
Keywords
Survey automation, Patient experience, Patient feedback, Patient satisfaction
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | Agency for Integrated Care - Intermediate and Long Term Care |
Organization(s) Involved | St. Andrew Community Hospital |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Healthcare Administration, Nursing |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Law Yen Hoon |
Project Member(s) | Eric Wie |
Connect with this contributor!
Law Yen Hoon - Yenhoon_law@sach.org.sg
Project Attachment
145_SACH_NHIP_2024_Digitalization_of_Patient_Experience_Survey.pdf