Emergency Department AR
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2023
Reduce AR rate to pre-COVID levels (12.6%) within the next fiscal year. The strategies improved payment collection efficiency, but continuous reinforcement and monitoring are needed.
Year Submitted: 2023
Published Date: 31 December 2023
Tags: Care Process ＆ Redesign, Risk Management, Cost Recovery, Productivity, Cost Saving, Operational Management, Financial Management
About this Content
Aims
Reduce AR rate to pre-COVID levels (12.6%) within the next fiscal year.
Background
The AR rate for the Emergency Department (ED) increased significantly since COVID-19, affecting financial performance.
Methods
Implemented multiple strategies including self-payment kiosks, partial payment collection tracking, QR codes, and upfront payment collection.
Results
AR rate decreased from 27.4% in February 2023 to 23.8% in March 2023.
Conclusion
The strategies improved payment collection efficiency, but continuous reinforcement and monitoring are needed.
Lessons Learnt
Multi-pronged approaches and staff awareness are critical for reducing AR and improving patient experience.
Keywords
Emergency Department, AR, Payment Collection, Cost Recovery, Patient Experience
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, Pharmacology, Emergency Medicine |
Project Lead(s) | Rayner Heah |
Project Member(s) | Joyce Loke |
Connect with this contributor!
Rayner Heah - rayner_heah@nuhs.edu.sg