Electronic Patient Contact Verification in Emergency Department
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2019
To reduce the number of returned bills and the time needed to audit contact verification by at least 50%. The electronic module streamlined contact verification, ensuring compliance and reducing inefficiencies.
Year Submitted: 2019
Published Date: 31 December 2019
Tags: Care Process ＆ Redesign, Quality Improvement, Workflow Redesign
About this Content
Aims
To reduce the number of returned bills and the time needed to audit contact verification by at least 50%.
Background
7% of mailed ED bills were undelivered due to invalid addresses; manual audits required 730 man-hours annually.
Methods
Developed an electronic contact verification module in Epic; conducted two PDCA cycles to optimize the module.
Results
Reduced returned bills to 2%; audit time decreased by 87.5%, saving $14,500 annually.
Conclusion
The electronic module streamlined contact verification, ensuring compliance and reducing inefficiencies.
Lessons Learnt
Overcoming resistance to change is crucial for implementing effective workflow redesigns.
Keywords
Patient Contact Verification, Returned Bills
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | Ng Teng Fong General Hospital |
Platform(s) | National University Health System Quality Improvement |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Desmond Koh |
Project Member(s) | Wong Meng Khin |
Connect with this contributor!
Desmond Koh - koh_tze_hock@nuhs.edu.sg