Enhance Hospital Fees Estimation for Greater Trust and Assurance
Care Process & Redesign
Technology
National Healthcare Innovation and Productivity Medals
Private Hospital
9 October 2025
The project aimed to improve the accuracy of the fees estimation for patients at Mount Elizabeth Novena Hospital (MNH) and. The in-house estimator, with guardrails and dynamic price table, improved bill estimation accuracy, reduced billing disputes, and.
Year Submitted: 2025
Published Date: 09 October 2025
Tags: Cost Saving, Operational Management, Financial Management, Productivity, Qualitative Research, Quality Improvement, Workflow Redesign, Technology, Automation, Data Analytics, Care Process ＆ Redesign
About this Content
Aims
The project aimed to improve the accuracy of the fees estimation for patients at Mount Elizabeth Novena Hospital (MNH) and reduce billing disputes, ultimately enhancing patient experience and trust.
Background
Patients need to complete Financial Counselling to understand the fees estimation for their treatment plan. The existing estimator had limitations, particularly for low-volume or no historical reference cases, leading to inaccurate outputs.
Methods
The team partnered with the Data Analytics team to review workflows, outlier cases, establish guardrails, and enhance the estimator with dynamic price updates. The manual estimation was transitioned towards using the in-house estimator.
Results
The accuracy of the in-house estimator improved from 23% to 89% over seven quarters, reducing billing disputes and improving patient experience. The project demonstrated cost-effectiveness with no budgetary cost incurred.
Conclusion
The in-house estimator, with guardrails and dynamic price table, improved bill estimation accuracy, reduced billing disputes, and enhanced patient trust in the healthcare system.
Lessons Learnt
The importance of communication, the value of feedback from patients, doctors, and staff, and the need for ongoing evaluation to ensure the estimator remains accurate and effective.
Keywords
Estimation, Billing, Accuracy, Patient Experience, Cost-effective
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | Private Hospital |
Organization(s) Involved | Mount Elizabeth Hospital |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators, General Medicine |
Project Lead(s) | Ng Poh Ling |
Project Member(s) | Tan Tengan Allen |
Connect with this contributor!
Mr Sidney Francisco - sidney.francisco@mountelizabeth.com.sg
Project Attachment
192_MNH_NHIP 2025_Enhance_Hospital_Fees_Estimation_for_Greater_Trust_and_Assurance.pdf