Frontline Service Transformation @ SOC
Workforce Transformation
National University Health System Quality Improvement
National University Health System
31 December 2019
Leverage technology and redesign service concepts to improve frontline staff productivity and patient experience. Workforce transformation leveraging technology enhances productivity and enriches roles for frontline staff.
Year Submitted: 2019
Published Date: 31 December 2019
Tags: Workforce Transformation, Job Redesign, Digital Workforce, Upskilling
About this Content
Aims
Leverage technology and redesign service concepts to improve frontline staff productivity and patient experience.
Background
With increasing demand and workforce challenges, there was a need to transform frontline services to improve efficiency.
Methods
Introduced self-registration kiosks, cashless payments, and job enrichment for frontline staff.
Results
Self-registration rates increased from 60% to 90%, cashless payments increased to 80%. 80 man-hours saved daily.
Conclusion
Workforce transformation leveraging technology enhances productivity and enriches roles for frontline staff.
Lessons Learnt
Job enrichment and technology adoption significantly improved service productivity and patient experience.
Additional Information
Presented at CHI Conference Forum.
Keywords
Workforce Transformation, Service Redesign, Productivity Improvement, SOC
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | Ng Teng Fong General Hospital |
Platform(s) | National University Health System Quality Improvement |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Ng Kian Swan |
Project Member(s) | Sim Siew Ngoh |
Connect with this contributor!
Adeline Tan Hui Shan - adeline_hs_tan@nuhs.edu.sg
Project Attachment
64_NTFGH_QM_2019_Frontline_Service_Transformation_SOC_combine.pdf