Job Redesign – Patient Service Associates (PSA)
Workforce Transformation
National Healthcare Group Quality Improvement
National Healthcare Group
31 December 2023
To redesign roles and career progression pathways for Patient Service Associates (PSAs) and upskill them to handle clinical. PSA Framework improves job satisfaction, reduces attrition, and enhances service quality.
Year Submitted: 2023
Published Date: 31 December 2023
Tags: Workforce Transformation, Job Redesign, Upskilling
About this Content
Aims
To redesign roles and career progression pathways for Patient Service Associates (PSAs) and upskill them to handle clinical tasks.
Background
Increased healthcare service complexity required upskilled support staff.
Methods
Introduced the PSA Framework with training, accreditation, and expanded career pathways.
Results
Reduced attrition rate by 50%; saved 12.6 PSA-FTE and 9.9 Nurse-FTE annually.
Conclusion
PSA Framework improves job satisfaction, reduces attrition, and enhances service quality.
Lessons Learnt
Communication, feedback, and stakeholder buy-in are essential for successful workforce transformation.
Additional Information
NHG Asian Hospital Management Awards 2015: Gold Award
Keywords
Workforce Transformation, Patient Service
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) | Ancillary Care |
Applicable Specialty or Discipline | Patient Service Associate |
Project Lead(s) | Michael Leow |
Project Member(s) | Vivien Chan Choi In |
Connect with this contributor!
Low Tan Ling - tan_ling_low@ttsh.com.sg
Vivien Chan - Vivien_CI_CHAN@ttsh.com.sg
Project Attachment
C_580_TTSH_Ancillary_Care_Job_Redesign_Patient_Service_Assoicates_PSA.pdf