Improving Accuracy in Transport Charging for Residential Home Transfers (8/9/2025 – 1/4/2026)
Care Process & Redesign
National Healthcare Group Quality Improvement
National Healthcare Group
8 July 2026
A nursing-led quality improvement initiative that redesigned the residential home transfer booking process to improve transport charging accuracy, eliminate missed revenue, reduce staff workload, and increase operational efficiency.
Year Submitted: 2026
Published Date: 8 July 2026
Tags: Quality Improvement, Workflow Redesign, Time Saving, Cost Saving
About this Content
Aims
To improve the accuracy and competence of transport booking information, ensuring correct billing and reducing rework, time wastage, and financial loss.
Background
Incomplete information during transport booking led to wrong charges, requiring rework and causing financial loss. Staff also spent extra time making calls and correcting errors, which reduced productivity and increased stress.
Methods
The team mapped the current workflow and measured baseline performance, followed by root cause analysis (fishbone and Pareto) to identify key issues. Targeted solutions were implemented, including standardising workflows, improving information availability, and embedding documentation and charge codes in EPIC. Changes were tested through pilot implementation in selected wards with staff training and refined based on feedback and evaluation.
Results
The new workflow significantly improved efficiency and staff experience. Time per booking reduced from 18 to 7 minutes, saving 11 minutes per case and about 102 nursing hours annually. Staff frustration dropped (83% to 20%) and confidence improved (only 8% not confident). Key issues like unclear subsidy status and billing errors were resolved, with most nurses reporting no new challenges after implementation.
Conclusion
A structured, collaborative approach with early stakeholder engagement improves workflow effectiveness, but sufficient time and alignment are essential for smooth implementation and sustainability.
Lessons Learnt
Collaboration, stakeholder involvement, and shared expertise were key to improving process clarity and solving challenges. However, coordination across shifts and limited time impacted discussions and data collection.
Additional Information
NA
Keywords
Transport booking, residential home transfer, transport charging, billing accuracy, workflow redesign, process improvement, EPIC, charge codes, nursing efficiency, root cause analysis, fishbone analysis, Pareto analysis, subsidy status, rework reduction, standardization.
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | Khoo Teck Puat Hospital & Yishun Community Hospital |
Platform(s) | NHG Quality Improvement |
Healthcare Professional Group(s) | Community Care, Healthcare Administration, Nursing |
Applicable Specialty or Discipline | Healthcare Administration / Nursing Operations / Transport Coordination |
Project Lead(s) | NC Sumalatha Ramkumar |
Project Member(s) | SSN Darren Lee Wei Quan; SSN Weng Xue Zhen; SSN Letchumanam Mugambigai |
Connect with this contributor!
Sumalatha Ramkumar – Nurse Clinician - ramkumar.sumalatha@nhghealth.com.sg