Improving ED Patient Experience
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2024
To enhance patient experience in ED, the ED Patient Experience Workgroup aims to improve our PES score from 68.9% in 2022 to. Continuous improvement and collaboration with stakeholders are essential for enhancing patient experience.
Year Submitted: 2024
Published Date: 31 December 2024
Tags: Care Process ＆ Redesign, Value Based Care, Patient Satisfaction, Workflow Redesign, Quality Improvement, Design Thinking
About this Content
Aims
To enhance patient experience in ED, the ED Patient Experience Workgroup aims to improve our PES score from 68.9% in 2022 to at least 75% by the end of 2024. This will be achieved through the collective efforts of all stakeholders and staff in ED, with progress tracked through specific measures corresponding to each initiative and intervention implemented.
Background
In 2021, the ED's Patient Experience Score was 76.1%, which declined to 68.9% in 2022, highlighting significant challenges in care quality and patient experience.
Methods
The ED Patient Experience Workgroup used staff focus group sessions, NUHS pulse surveys, EES findings, and Design Thinking methodology to identify and address key issues.
Results
The ED PES score improved from 68.9% in 2022 to 74.9% in 2023 and 80.4% in 2024 (Q1 & Q2).
Conclusion
Continuous improvement and collaboration with stakeholders are essential for enhancing patient experience.
Lessons Learnt
1. Accountability is key
ED HOD, ED Nursing ADoN and ED Ops Head discussed all the ideas and assigned team leads for each change idea. If more than 1 job family (ops, nursing, doctor) is involved, leads from each job family was identified. Leads could focus on the delivery and improvement of the initiative, while ensuring accountability. As there are many initiatives ongoing, assigning different team leads also ensure we do not overburden any single individual.
2. Build the momentum
In 2023, we are on a momentum to roll-out the ideas, we held monthly ED Patient Experience Workgroup meetings with our leads which was helpful to track progress of all the ideas that are “Within 6 months” and “Within 1 year”.
3. Remember staff experience while we work on patient experience
It is important to remain understanding if there are months where progress might be slow. Seek to understand always. Patient experience is a continuous journey. While we want improvement, we must always remember if our staff are cared for, they will also care for our patients. Improvements should help our staff too so that it is a win-win.
Additional Information
The team shared initiatives at the PECSC platform for cross-learning, and technology like the temi robot and electronic waiting time dashboard was implemented.
Keywords
Emergency Department, Patient Experience, Design Thinking
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) | Medical, Nursing |
Applicable Specialty or Discipline | General Medicine |
Project Lead(s) | Esther Tan |
Project Member(s) | Khoo May Lin |
Connect with this contributor!
Dr Esther Tan - esther_tan_xi_xiang@nuhs.edu.sg