Implementation of Self-Payment Kiosks (SPKs) at TTSH Eye Clinic
Care Process & Redesign
Technology
National Healthcare Innovation and Productivity Medals
National Healthcare Group
31 December 2020
To enable a seamless and hassle-free payment journey for patients. SPKs significantly improved patient satisfaction, reduced workload, and aligned with digital transformation goals.
Year Submitted: 2020
Published Date: 31 December 2020
Tags: Technology, Care Process ＆ Redesign, Digital Health, Data Management, Digitalisation, Automation, Financial Services/FinTech, Access To Care, Waiting Time, Operational Management, Financial Management, Digital Platforms
About this Content
Aims
To enable a seamless and hassle-free payment journey for patients.
Background
Eye Clinic handles the highest SOC load (150,000 patients annually), causing long wait times at payment counters, frequent errors, and tedious manual processes for cash handling.
Methods
Implemented self-payment kiosks, piloted at Clinic 1A, using Kotter’s 8-Step Change Model for phased rollout, staff training, and interface design refinement.
Results
Average payment wait time reduced by 70% (from 10 minutes to <3 minutes), error rates reduced by 100%, and FTE reduced from 6 to 3. Additional benefits: 2 extra clinic rooms created and alignment with SMART Nation goals.
Conclusion
SPKs significantly improved patient satisfaction, reduced workload, and aligned with digital transformation goals.
Lessons Learnt
Allow ample time for staff and patients to adjust. System and interface testing are critical to prevent issues during rollout.
Additional Information
Clinic 1A's success motivated wider adoption across SOCs.
Keywords
Automation, IT & Robotics, Change Management, Digital Payment, Patient Experience, Error Reduction, Lean Process, Self-Payment Kiosk
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | Tan Tock Seng Hospital |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Ophthalmology, Healthcare Administrators |
Project Lead(s) | Lilian Lam |
Project Member(s) | Winnie Koh |
Connect with this contributor!
Lilian Lam - Lilian_lam_lai_ying@ttsh.com.sg