Improving Work Productivity of Post-Discharge Appointment Follow-Ups
Care Process & Redesign
Technology
National University Health System Quality Improvement
National University Health System
31 December 2023
Reduce time spent on post-discharge appointment follow-ups by 30% and reduce SMS and postage costs by 30%. Streamlined workflows through the OneNUHS app enhanced efficiency and patient convenience.
Year Submitted: 2023
Published Date: 31 December 2023
Tags: Care Process ＆ Redesign, Technology, Productivity, Cost Saving, Digitalisation, Digital Platforms, Digital Health, Mobile Health, Digital Apps
About this Content
Aims
Reduce time spent on post-discharge appointment follow-ups by 30% and reduce SMS and postage costs by 30%.
Background
Manual follow-ups for post-discharge appointments were time-consuming, costing $0.05 per SMS and $0.40 per letter.
Methods
Introduced the OneNUHS app to automate follow-ups and provided patient education through Financial Counselling and contact verification.
Results
Achieved 44% reduction in manpower hours and 58% cost savings for SMS; 38% of patients switched to the app.
Conclusion
Streamlined workflows through the OneNUHS app enhanced efficiency and patient convenience.
Lessons Learnt
Aligning team goals and leveraging technology can improve processes while reducing costs.
Keywords
Post-Discharge, Appointment, Follow-Up, Digitalization, Cost-Saving
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, Patient Service Associate |
Project Lead(s) | Nuri Khairani |
Project Member(s) | Liyana Mohamed Nasir |
Connect with this contributor!
Nuri Khairani - nuri_khairani_kamal@nuhs.edu.sg
Project Attachment
C_366_NTFGH_QM_2023_Improving_Work_Productivity_Of_Post_Discharge_Appointment_Follow_Ups.pdf