External Referral File At A31/32 Medicine Clinic
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2021
To achieve zero patient complaints due to late follow-up of external referrals and ensure 100% of appointments are updated. Streamlined processes reduced variations and improved clinic workflows, ensuring better patient experiences.
Year Submitted: 2021
Published Date: 31 December 2021
Tags: Care Process ＆ Redesign, Quality Improvement, Workflow Redesign, Job Effectiveness, Value Based Care, Patient Satisfaction
About this Content
Aims
To achieve zero patient complaints due to late follow-up of external referrals and ensure 100% of appointments are updated within 2 weeks.
Background
Delayed external referrals led to negative patient experiences and inefficiencies in patient follow-ups.
Methods
Implemented external referral workflow and files, revised file layout, and introduced email-based referral systems.
Results
Achieved zero complaints; 100% external referrals were scheduled and updated to patients within 2 weeks.
Conclusion
Streamlined processes reduced variations and improved clinic workflows, ensuring better patient experiences.
Lessons Learnt
Small process changes can make significant positive impacts; effective communication is vital for teamwork.
Keywords
External Referrals, Workflow Redesign, Patient Care
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, Patient Service Associate |
Project Lead(s) | Lynn Chen |
Project Member(s) | Nur Hazwani |
Connect with this contributor!
Lynn Chen - lynn_chen@nuhs.edu.sg
Project Attachment
C186_NTFGH_JCH_QM_2021_Medicine_Clinic_External_Referral_File.pdf