Informing Patients of Their Follow-Up Appointments in a Timely Manner
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2022
Reduce 50% patient queries related to follow-up appointments; increase pre-discharge appointment communication by 20%. Enhanced patient satisfaction through timely communication; reduced paper and postage costs.
Year Submitted: 2022
Published Date: 31 December 2022
Tags: Care Process ＆ Redesign, Quality Improvement, Workflow Redesign, Operational Management, Value Based Care, Patient Satisfaction, Patient Reported Experience Measures, Productivity, Time Saving, Access To Care, Waiting Time
About this Content
Aims
Reduce 50% patient queries related to follow-up appointments; increase pre-discharge appointment communication by 20%.
Background
54% increase in post-discharge appointment queries; patients unaware of mailed appointment letters.
Methods
Introduced SMS reminders, integrated HealthHub/OneNUHS app, trained staff for better communication.
Results
Achieved 80% reduction in queries and 39% increase in pre-discharge appointment communication.
Conclusion
Enhanced patient satisfaction through timely communication; reduced paper and postage costs.
Lessons Learnt
Holistic review and stakeholder engagement are key to improving patient experience.
Keywords
Follow-up Appointments, Post-Discharge, Timely Communication, HealthHub
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) | Liyana Mohamed Nasir |
Project Member(s) | Sonia Linda |
Connect with this contributor!
Ken Kan - ken_kok_hon_kan@nuhs.edu.sg
Project Attachment
C_315_NTFGH_QM_2022_Informing_Patients_of_Their_Follow_Up_Appointments_in_a_Timely_Manner.pdf