Help Me Find My Way!
Care Process & Redesign
Singapore Healthcare Management Congress
SingHealth
31 December 2023
To address factors impeding patient wayfinding at Level 1 of Sengkang Polyclinic. Interventions foster a supportive environment for patients and will be reviewed quarterly for continuous improvement.
Year Submitted: 2023
Published Date: 31 December 2023
Tags: Care Process ＆ Redesign, Value Based Care, Patient Satisfaction, Quality Improvement, Design Thinking, Wayfinding
About this Content
Aims
To address factors impeding patient wayfinding at Level 1 of Sengkang Polyclinic.
Background
Patients reported difficulty navigating service points due to cluttered signage, poor sign placement, and language barriers.
Methods
Conducted 5 PDSA cycles including signage repositioning, multilingual visual aids, and poster decluttering.
Results
Satisfaction with wayfinding increased from 40% to 95%, with 100% able to locate service points after interventions.
Conclusion
Interventions foster a supportive environment for patients and will be reviewed quarterly for continuous improvement.
Lessons Learnt
Patient-centered design improves wayfinding and enhances satisfaction with healthcare services.
Additional Information
Singapore Healthcare Management Congress 2023 – Merit Prize (Patient Experience category)
Keywords
Wayfinding, Patient Service Points, Design Thinking
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | SingHealth Polyclinics |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration, Nursing |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Sim Fong Ling |
Project Member(s) | Zhuo Xiaoying |
Connect with this contributor!
Sim Fong Ling - singaporehealthcaremanagement@singhealth.com.sg