“Finding Cinderella”: Reducing the Rate of Uncollected Customized Insoles Achieves Many Improvements for a “Happy Ending”
Care Process & Redesign
Singapore Healthcare Management Congress
National Healthcare Group
31 December 2017
To reduce the rate of uncollected customized insoles and optimize workflow and storage. The project’s results are scalable to other customized product areas facing similar challenges.
Year Submitted: 2017
Published Date: 31 December 2017
Tags: Care Process ＆ Redesign, Quality Improvement, Workflow Redesign, Operational Management, Inventory Management
About this Content
Aims
To reduce the rate of uncollected customized insoles and optimize workflow and storage
Background
Uncollected insoles represent a waste of resources and an inconvenience to patients and staff due to storage limitations and financial losses. | Uncollected insoles were also contributing to appointment no-shows and inefficiency in workflow management.
Methods
Implemented root cause analysis, process redesign, and improved communication with patients regarding the collection policy. | After implementing changes, the rate of uncollected insoles dropped from 8% to 1.1%, reducing waste and appointment conflicts. Cost savings and more efficient use of storage were achieved. | The importance of clear communication with patients, effective workflow management, and proactive scheduling and follow-ups. | Improved workflow and storage management, reduced patient appointment conflicts, and enhanced patient communication regarding collection policies. | Keywords: Process Improvement, Quality Improvement, Workflow Redesign, Storage Optimization, Healthcare Efficiency | Ng Chuan Guan | Chuan_Guan_NG@ttsh.com.sg
Results
Uncollected insoles reduced from 8.1% to 1.1%; cost savings of $8,614 annually; 15 hours of appointment slots saved per year.
Conclusion
The project’s results are scalable to other customized product areas facing similar challenges.
Lessons Learnt
Workflow clarity, communication improvements, and proper storage significantly reduce default rates and optimize resource use.
Additional Information
Presented at CHI Learning and Development Forum
Keywords
Process Improvement, Quality Improvement, Workflow Redesign, Root Cause Analysis
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | Tan Tock Seng Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Ng Chuan Guan |
Project Member(s) | Lai Shi Eu Michelle |
Connect with this contributor!
Ng Chuan Guan - chuan_guan_ng@ttsh.com.sg
Project Attachment
21_TTSH_AHSP_Reducing_the_Rate_of_Uncollected_Customised_Insoles_combine.pdf