LizWorld: Transforming Patient Experience, Inflight Operations & Digitalising Touchpoints
Care Process & Redesign
Technology
National Healthcare Innovation and Productivity Medals
Private Hospital
13 June 2025
The aim is to transform the patient experience and streamline hospital operations through digital touchpoints, enhancing. The digital transformation has enhanced operational efficiency and created a seamless, patient-centered experience.
Year Submitted: 2025
Published Date: 13 June 2025
Tags: Automation, Digitalisation, Technology, Care Process ＆ Redesign, Quality Improvement, Customer Intelligence, Access To Care, Waiting Time, Productivity, Time Saving, Cost Saving, Value Based Care, Patient Satisfaction
About this Content
Aims
The aim is to transform the patient experience and streamline hospital operations through digital touchpoints, enhancing patient autonomy, reducing staff workload, and improving service delivery.
Background
The project was implemented in the in-patient wards of Mt Elizabeth Hospital, Orchard, focusing on enhancing the patient experience and streamlining non-clinical operations. The hospital handles a high volume of patients daily, providing an opportunity to test and scale digital solutions like LizWorld.
Methods
The project involved collaboration across multiple departments, including nurses, doctors, digital, IT, facilities, and data teams. It included deploying LizWorld for interactive entertainment, service request digitalization, wayfinding, and search optimization, integrating AR and AI technologies for room exploration, patient engagement, and patient education.
Results
Key outcomes include an 8.4/10 patient satisfaction score, $10,000 annual savings from reduced printed materials, 40% shorter service request waiting times, 20% improved service accuracy, 50% quicker visitor navigation, and 9.25/10 satisfaction with hospital navigation.
Conclusion
The digital transformation has enhanced operational efficiency and created a seamless, patient-centered experience. The initiative sets a benchmark for modern, patient-centered healthcare.
Lessons Learnt
Early involvement of all stakeholders was critical. The pilot phase highlighted the value of iterative development. Adopting new technologies required robust change management strategies. Ensuring the solution could integrate with existing hospital systems was essential.
Keywords
Patient Experience, Digital Touchpoints, Workflow Redesign
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | Private Hospital |
Organization(s) Involved | Mount Elizabeth Hospital |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Yong Yih Ming |
Project Member(s) | Roy Wee |
Connect with this contributor!
Mr Roy Wee - Roy.wee@ihhhealthcare.com