Improving Patient Experience On Tele-Consultation Service
Care Continuum
Care Process & Redesign
Technology
National University Health System Quality Improvement
National University Health System
31 December 2021
To improve the patient experience with tele-consultation by fully digitalizing services, eliminating the need for. Fully digitalized tele-consultation improved access, patient satisfaction, and operational efficiency.
Year Submitted: 2021
Published Date: 31 December 2021
Tags: Care Process ＆ Redesign, Care Continuum, Technology, Quality Improvement, Workflow Redesign, Value Based Care, Productivity, Outpatient Care, Preventive Care, Community Health, Digital Health, Telehealth, Tele-Consultation
About this Content
Aims
To improve the patient experience with tele-consultation by fully digitalizing services, eliminating the need for post-consultation clinic visits.
Background
Due to COVID-19, physical consultations were deferred, and tele-consultation was introduced, though adoption rates were low.
Methods
Implemented digital solutions like encrypted emails for documents, QR codes for medication delivery, and introduced the OneNUHS app for streamlined processes.
Results
Tele-consultations increased from 1 in April 2020 to over 300 by July 2021; feedback on accessibility and satisfaction improved significantly.
Conclusion
Fully digitalized tele-consultation improved access, patient satisfaction, and operational efficiency.
Lessons Learnt
Flexibility and digital solutions are essential for adapting to patient needs and streamlining processes.
Keywords
Teleconsultation, Patient Experience, Digital Health
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | Ng Teng Fong General Hospital, Jurong Community Hospital |
Platform(s) | National University Health System Quality Improvement |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators, Patient Service Associate, Epidemiology |
Project Lead(s) | Wong Tze Chin |
Project Member(s) | Lynn Chen |
Connect with this contributor!
Sim Siew Ngoh - siew_ngoh_sim@nuhs.edu.sg
Project Attachment
C184_NTFGH_JCH_QM_2021_Improving_Patient_Experience_on_TeleConsultation_Service.pdf