Imaging Scheduling Without Calls
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2019
Reduce Clinic A54 internal calls for imaging scheduling from 100% to 25% by Sep 2019. EPIC-based scheduling reduced calls, improving efficiency and patient experience.
Year Submitted: 2019
Published Date: 31 December 2019
Tags: Care Process ＆ Redesign, Access To Care, Referral Rate, Waiting Time, Quality Improvement, Workflow Redesign
About this Content
Aims
Reduce Clinic A54 internal calls for imaging scheduling from 100% to 25% by Sep 2019.
Background
High call volumes caused delays in Radiology lines, affecting patients and clinic efficiency.
Methods
Implemented EPIC scheduling instructions to replace calls. Piloted system with ENT clinics. Collected feedback.
Results
Internal calls reduced by 82% after 2 weeks. 90% of appointments scheduled within 5–29 minutes.
Conclusion
EPIC-based scheduling reduced calls, improving efficiency and patient experience.
Lessons Learnt
Leveraging existing technology can yield significant gains. Strong communication and testing drive success.
Additional Information
Implementation expanded to Jurong Medical Centre and other clinics.
Keywords
Imaging Scheduling, EPIC System, Process Redesign, Patient Experience
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 | Radiology |
Project Lead(s) | Franco Leow, Jasmin Liew |
Project Member(s) | Noor Liziani |
Connect with this contributor!
Jasmin Liew - jasmin_liew@nuhs.edu.sg
Project Attachment
67_NTFGH_QM_2019_Imaging_Scheduling_Without_Calls_combine.pdf