Enhancing Patient Experience in Emergency Department During Surge
Care Process & Redesign
Yishun Health One Improvement Festival
National Healthcare Group
17 April 2025
This project aims to enhance patient experience in A&E by focusing on two critical areas for improvement: communication and. The strategies implemented are essential for fostering a positive and supportive atmosphere in the A&E, improving patient experience.
Year Submitted: 2025
Published Date: 17 April 2025
Tags: Care Process ＆ Redesign, Quality Improvement, Workflow Redesign, Patient Satisfaction, Value Based Care, Patient Reported Experience Measures
About this Content
Aims
This project aims to enhance patient experience in A&E by focusing on two critical areas for improvement: communication and management of patient expectations.
Background
With the delayed opening of WH campus, KTPH A&E has to manage a high A&E workload and a high inpatient BOR of > 100% resulting in an average bed wait time of 18.7 hours for admissions in CY2023. There was an increase in anxious and frustrated patients and their Next-of-Kin (NOK) due to care team challenges, lack of regular updates, overlooked management of patient property, and visitation restrictions.
Methods
Identifying various improvement areas, implementing effective strategies, and adopting a patient-centred approach to streamline processes, improve communication, and ensure availability of adequate resources.
Results
The MOH PES 2023 showed KTPH A&E has improved by 2.5%, with a rating of 85.9%, slightly above the national benchmark of 85%. This increase is attributed to increased efficiency in communication, all-day visitation, and caregiver support.
Conclusion
The strategies implemented are essential for fostering a positive and supportive atmosphere in the A&E, improving patient experience and satisfaction.
Lessons Learnt
Effective communication and managing patient expectations are essential for fostering a positive and supportive atmosphere in the A&E.
Additional Information
Visitation policies were adjusted, and the 'NOK Update Status' column was added to the EPIC ED dashboard to improve communication.
Keywords
Patient Experience, Emergency Department, Communication, Patient Satisfaction, Workflow Redesign
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | Khoo Teck Puat Hospital |
Platform(s) | Yishun Health One Improvement Festival |
Healthcare Professional Group(s) | Nursing |
Applicable Specialty or Discipline | Emergency Medicine |
Project Lead(s) | Leong S.M.B, Koh Y.Y.K |
Project Member(s) | Toh Hong Chuen |
Connect with this contributor!
KTPH & YCH Innovation & Improvement (I&I) Office - i-i@ktph.com.sg
Project Attachment
770_KTPH_OIF 2025_Enhancing Patient Experience In Emergency Department.pdf