Improving Ease of Obtaining Information for Patients
Care Process & Redesign
Technology
National University Health System Quality Improvement
National University Health System
31 December 2023
Reduce time MSWs spend attending queries from 9 to 2.25 hours/month and improve HCW user experience from 2.75/5 to 4/5. Tools like chatbots and resource files can significantly streamline information access and enhance collaboration.
Year Submitted: 2023
Published Date: 31 December 2023
Tags: Technology, Care Process ＆ Redesign, Digital Health, Chat Bots, Access To Care, Turnaround Time
About this Content
Aims
Reduce time MSWs spend attending queries from 9 to 2.25 hours/month and improve HCW user experience from 2.75/5 to 4/5.
Background
MSWs faced high administrative burdens due to care and financial queries, impacting efficiency and patient experience.
Methods
Introduced ward resource files and Russell chatbot for accessing resources.
Results
Reduced MSW time spent to 0 hours and improved HCW satisfaction ratings to an average of 3.48.
Conclusion
Tools like chatbots and resource files can significantly streamline information access and enhance collaboration.
Lessons Learnt
System limitations and stakeholder engagement are critical for successful adoption.
Keywords
Care Information, Financial Information, Chatbot
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) | Allied Health |
Applicable Specialty or Discipline | Medical Social Workers |
Project Lead(s) | Zeng Hui Hui |
Project Member(s) | Chin Chi Hsien |
Connect with this contributor!
Zeng Hui Hui - hui_hui_zeng@nuhs.edu.sg
Project Attachment
C_351_NTFGH_QM_2023_Improving_ease_of_obtaining_information_for_patients.pdf