Improving Turnaround Time of Obtaining Discharge Appointments Through Job Redesign
Care Process & Redesign
Workforce Transformation
National University Health System Quality Improvement
National University Health System
31 December 2019
Reduce turnaround time for patients to receive discharge TCU appointments. Streamlined workflows and centralized roles enhance discharge processes, improving patient satisfaction and operational efficiency.
Year Submitted: 2019
Published Date: 31 December 2019
Tags: Workforce Transformation, Care Process ＆ Redesign, Job Redesign, Access To Care, Turnaround Time, Value Based Care, Patient Satisfaction, Patient Reported Experience Measures
About this Content
Aims
Reduce turnaround time for patients to receive discharge TCU appointments. Improve PSA workload and patient experience.
Background
PSAs faced challenges managing discharge appointments due to cross-covering duties, leading to delays (3 days to 2 weeks) and increased patient anxiety.
Methods
Piloted centralized appointment booking function with senior staff. Developed training plans and streamlined workflow.
Results
Outstanding appointments reduced significantly. Turnaround time improved; majority of patients received appointments and interim bills during discharge.
Conclusion
Streamlined workflows and centralized roles enhance discharge processes, improving patient satisfaction and operational efficiency.
Lessons Learnt
Dedicated appointment booking improved accuracy, timeliness, and patient experience. Staff focus and productivity also increased.
Keywords
Workforce Transformation, Job Redesign, Appointment Efficiency, PSA Roles
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 | Patient Service Associate, Healthcare Administrators |
Project Lead(s) | Ken Kan |
Project Member(s) | Datshini Chandra |
Connect with this contributor!
Datshini Chandra - Datshini_Chandrasekaran@nuhs.edu.sg
Project Attachment
73_NTFGH_QM_2019_Improving_Turnaround_Time_of_Obtaining_Discharge_Appointments_combine.pdf