Manage Appointments and Increase Patient Empowerment using Health Appointment System (HAS)
Care Process & Redesign
Technology
National Healthcare Innovation and Productivity Medals
National Healthcare Group
31 December 2024
Reduce non-value-added staff time for appointment management by at least 60% and empower patients to manage their own. HAS successfully enhanced patient empowerment and efficiency.
Year Submitted: 2024
Published Date: 31 December 2024
Tags: Care Process ＆ Redesign, Technology, Quality Improvement, Job Effectiveness, Workflow Redesign, Value Based Care, Patient Reported Experience Measures, Digitalisation, Automation, Artificial Intelligence, Machine Learning
About this Content
Aims
Reduce non-value-added staff time for appointment management by at least 60% and empower patients to manage their own appointments.
Background
Previously, over 80% of mammogram appointment requests were manually processed through FormSG, requiring staff to allocate time slots and handle rescheduling requests. This inefficiency caused delays and patient frustration.
Methods
Implemented the Health Appointment System (HAS), enabling patients to self-book, check eligibility, receive automated confirmations, and view screening costs before confirming appointments.
Results
Reduced staff time spent per appointment by 67% (from 6 minutes to 2 minutes), saving 1.07 FTE annually. Patients reported improved satisfaction due to self-management features.
Conclusion
HAS successfully enhanced patient empowerment and efficiency. Future improvements include expanding appointment self-management to other medical services.
Lessons Learnt
Stakeholder engagement is crucial for new system adoption. Automating appointment management reduces administrative workload while improving patient experience.
Keywords
Patient Appointment, Appointment Management, Patient Scheduling, Resource Management, Patient Services, Mammogram Appointment, Registration
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | Not Applicable |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Allied Health, Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Ong Shu Ting |
Project Member(s) |
Connect with this contributor!
Ong Shu Ting - Shu_ting_ong@diagnostics.nhg.com.sg