Establishing Department Service Quality and Training Framework
Care Process & Redesign
Training ＆ Education
National University Health System Quality Improvement
National University Health System
31 December 2021
Improve staff compliance to 90%; bridge training gaps ensuring staff competency. Framework implementation improved service quality and consistency in patient-facing interactions.
Year Submitted: 2021
Published Date: 31 December 2021
Tags: Care Process ＆ Redesign, Training ＆ Education, Quality Improvement, Job Effectiveness, Learning Theories ＆ Framework
About this Content
Aims
Improve staff compliance to 90%; bridge training gaps ensuring staff competency.
Background
Staff compliance to patient-fronting duties was at 86%, with training at 65%, causing service inconsistencies.
Methods
Established training and service quality framework, bi-weekly audits, and regular refresher training.
Results
Compliance improved from 86% to 99%; post-training scores saw significant improvements.
Conclusion
Framework implementation improved service quality and consistency in patient-facing interactions.
Lessons Learnt
Structured audits and training enhance compliance, knowledge retention, and service delivery.
Keywords
Service Quality, Training, Compliance
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | Ng Teng Fong General Hospital, Jurong Community Hospital |
Platform(s) | National University Health System Quality Improvement |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators, Medical ＆ Laboratory Technology |
Project Lead(s) | Ken Kan |
Project Member(s) | Datshini Chandra |
Connect with this contributor!
Ken Kan - ken_kok_hon_kan@nuhs.edu.sg
Project Attachment
C190_NTFGH_JCH_QM_2021_Establishing_Department_Service_Quality_and_Training_Framework.pdf