Improving Payment Process for Memos in A32 Psychiatry Clinic
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2023
To eliminate complaints from 2 per month to 0 and improve work efficiency by Jan 2023. Revised workflow implemented successfully and may be adopted in other clinics.
Year Submitted: 2023
Published Date: 31 December 2023
Tags: Care Process ＆ Redesign, Value Based Care, Patient Satisfaction
About this Content
Aims
To eliminate complaints from 2 per month to 0 and improve work efficiency by Jan 2023.
Background
Patients experienced double charges for memos due to lack of communication and unclear workflows.
Methods
Added notes on patient files about memo payment status; revised workflow communicated to staff.
Results
Achieved zero complaints and improved efficiency as no bill adjustments were required.
Conclusion
Revised workflow implemented successfully and may be adopted in other clinics.
Lessons Learnt
Simple and effective solutions can have a high impact; highlighting the issue led to identifying communication gaps.
Keywords
Payment, Process, A32, Psychiatry, SOC
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) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | PSA Chen Junying |
Project Member(s) | PSC Lucenara Chona |
Connect with this contributor!
PSA Chen Junying - Chen_Junying@nuhs.edu.sg
Project Attachment
C_343_NTFGH_QM_2023_Improving_Payment_Process_For_Memos_In_A32_Psychiatry_Clinic.pdf