Increase the Number of Medication Home Delivery Requested via Self-Service Kiosk by 50% in Geylang Polyclinic
Care Continuum
Care Process & Redesign
National Healthcare Group Quality Improvement
National Healthcare Group
24 December 2025
To increase the number of medication home deliveries requested via the Self-Service Kiosk (SSK) by 50% in Geylang Polyclinic. The intervention shows promise for improving the uptake of home delivery services via SSK, with sustainability measured until March.
Year Submitted: 2025
Published Date: 24 December 2025
Tags: Care Process ＆ Redesign, Workflow Redesign, Cost Saving, Time Saving, Quality Improvement, Productivity, Care Continuum, Home Care, Self Care, Intermediate and Long Term Care ＆ Community Care
About this Content
Aims
To increase the number of medication home deliveries requested via the Self-Service Kiosk (SSK) by 50% in Geylang Polyclinic over a sustained period, with a stretched goal of 100%.
Background
The current low uptake of home delivery via SSK, the workload on pharmacy staff, and the inefficiencies in the current process lead to longer queues and waiting times.
Methods
Interventions included attaching blue stickers to direct patients to SSK, staff education, placement of posters and leaflets, and system enhancements like auto-population of addresses.
Results
The project succeeded in increasing SSK uptake, with the percentage of SSK requests increasing from 12.7% to 29.3%. Both numeric and stretched target goals were achieved.
Conclusion
The intervention shows promise for improving the uptake of home delivery services via SSK, with sustainability measured until March 2025.
Lessons Learnt
Initial engagement and influencing change took time, but continuous multi-disciplinary team collaboration overcame several barriers.
Keywords
Medication, Delivery, Self-Service, Kiosk, Pharmacy, Cost, Time
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | Tan Tock Seng Hospital |
Platform(s) | National Healthcare Group Quality Improvement |
Healthcare Professional Group(s) | Pharmacy |
Applicable Specialty or Discipline | Pharmacy |
Project Lead(s) | Safia Ilham Yunus Khan |
Project Member(s) | Muhammad Zikry Bin Samsudin |
Connect with this contributor!
Group Quality - nhggroup.QRM@nhghealth.com.sg