Enhanced Self Service Function with Better Efficiency and Patient Experience
Care Process & Redesign
Singapore Healthcare Management Congress
SingHealth
31 December 2023
To enable new case visits to be self-registered at kiosks and the HealthBuddy app instead of over-the-counter. The project successfully met operational targets, reduced registration time, and improved patient satisfaction.
Year Submitted: 2023
Published Date: 31 December 2023
Tags: Care Process ＆ Redesign, Productivity, Time Saving
About this Content
Aims
To enable new case visits to be self-registered at kiosks and the HealthBuddy app instead of over-the-counter. Target: 80% new case self-registration by Jun 2022.
Background
Manual registration for new cases consumed time and resources. Self-registration was restricted by procedural requirements.
Methods
Implemented self-registration in phases, developed patient guides, and provided staff assistance during initial rollouts.
Results
Increased self-registration rates to 86.5% by Jun 2022, saving 3,180 hours annually and improving patient experience.
Conclusion
The project successfully met operational targets, reduced registration time, and improved patient satisfaction.
Lessons Learnt
Collaboration and phased implementation ensure the scalability of digital transformation in patient registration.
Additional Information
Singapore Healthcare Management Congress 2023 – Merit Prize (Operations category).
Keywords
Self-Registration, Patient Experience
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | Changi General Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Chen Jia Jia |
Project Member(s) | Pang Huiming |
Connect with this contributor!
Chen Jia Jia - singaporehealthcaremanagement@singhealth.com.sg
Project Attachment
C_893_CGH_SHM_2023_Enhanced_Self_Service_Function_with_Better_Efficiency_and_Patient_Experience.pdf