Improve Patient Experience and Engage Patient Seamlessly via WhatsApp Communication Channel
Care Continuum
Care Process & Redesign
Technology
Singapore Healthcare Management Congress
SingHealth
31 December 2022
To explore and implement WhatsApp for pre- and post-surgery patient communication, reducing anxiety and improving patient. The WhatsApp bot significantly improved communication and reduced anxiety for surgical patients.
Year Submitted: 2022
Published Date: 31 December 2022
Tags: Care Continuum, Care Process ＆ Redesign, Technology, Preventive Care, Patient Education, Value Based Care, Patient Satisfaction, Digitalisation, Digital Platforms, Digital Health, Information ＆ Communication Technology, Instant Messenging, Smartphone
About this Content
Aims
To explore and implement WhatsApp for pre- and post-surgery patient communication, reducing anxiety and improving patient experience.
Background
Patients face difficulty managing surgery-related information, anxiety, and communication barriers.
Methods
Developed a WhatsApp bot with multi-lingual capabilities, providing 24/7 access to surgery preparation and post-op information.
Results
98% adoption rate among patients, with reduced anxiety and increased satisfaction; reduced counseling time by 10%.
Conclusion
The WhatsApp bot significantly improved communication and reduced anxiety for surgical patients.
Lessons Learnt
User-friendly design and iterative feedback from patients are essential for digital tool success.
Additional Information
Singapore Healthcare Management Congress 2022 – Merit Award (Patient Experience).
Keywords
WhatsApp, Digital platform, Social Platform, Patient Education
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | Singapore General Hospital, Agency for Science Technology and Research |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration, Medical |
Applicable Specialty or Discipline | Surgery, Healthcare Administrators |
Project Lead(s) | Puah Ken Lee |
Project Member(s) | Andrew Tan Hwee Chye |
Connect with this contributor!
Lim En Xin - singaporehealthcaremanagement@singhealth.com.sg