Improving Patient Queue at Self-Registration Kiosk in Eye & Medicine Clinic
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2021
To improve patient experience and reduce negative feedback on registration queues to 1–2 per month while maintaining safe. Successfully improved queue management, enhancing safety, efficiency, and patient satisfaction.
Year Submitted: 2021
Published Date: 31 December 2021
Tags: Care Process ＆ Redesign, Quality Improvement, Workflow Redesign, Build Environment, Space Planning, Safe Care
About this Content
Aims
To improve patient experience and reduce negative feedback on registration queues to 1–2 per month while maintaining safe distancing.
Background
Patients bypassed self-registration kiosks due to unclear queue management and congested waiting areas during COVID-19.
Methods
Introduced Q poles, visual signs, and segregated queues for self-registration and counter assistance.
Results
Negative feedback on registration reduced to 1 per month; improved crowd control and patient satisfaction.
Conclusion
Successfully improved queue management, enhancing safety, efficiency, and patient satisfaction.
Lessons Learnt
Clear signage and queue management tools help guide patients intuitively, reducing staff stress and feedback.
Keywords
Queue Management, Self-Registration, Patient Experience
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 |
Project Lead(s) | Adeline Tan |
Project Member(s) | Felicia Chew |
Connect with this contributor!
Adeline Tan - adeline_hs_tan@nuhs.edu.sg