Electronic Survey Methodology for Patient Experience
Care Process & Redesign
Technology
AIC Community Care Excellence Awards
Agency for Integrated Care - Intermediate and Long Term Care
31 December 2023
Reduce survey solicitation reliance on nurses by 0.5 FTE, reduce service recovery time to <3 days, and achieve 20% survey. Digitalizing patient experience surveys improves efficiency and satisfaction.
Year Submitted: 2023
Published Date: 31 December 2023
Tags: Technology, Care Process ＆ Redesign, Digitalisation, Productivity, Job Effectiveness
About this Content
Aims
Reduce survey solicitation reliance on nurses by 0.5 FTE, reduce service recovery time to <3 days, and achieve 20% survey response.
Background
Manual processes for Patient Satisfaction Surveys were manpower-intensive with delayed feedback processing.
Methods
Replaced paper-based surveys with electronic ones; implemented SMS links, dashboards, and real-time alerts.
Results
Reduced nursing reliance by 0.6 FTE; response rate reached 19%; service recovery reduced to <3 days.
Conclusion
Digitalizing patient experience surveys improves efficiency and satisfaction.
Lessons Learnt
IT-supported projects benefit from robust stakeholder engagement and regular updates.
Additional Information
Gold award winner in AIC’s Community Care Excellence Awards
Keywords
Patient Experience, Digital Surveys, Process Redesign, Automation
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) | AIC Community Care Excellence Awards |
Healthcare Professional Group(s) | Healthcare Administration, Nursing, Medical |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Law Yen Hoon |
Project Member(s) | Eric Wie |
Connect with this contributor!
Agency for Integrated Care - quality@aic.sg
Project Attachment
C_32_SACH_CCEA_2023_Electronic_Survey_Methodology_for_Patient_Experience.pdf