Managing Drop charges at Medicine Clinic
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2020
Reduce monthly lab drop charge incidents by 50% by Dec 2019. Improved workflows significantly reduced errors, saving time for nurses, PSAs, and the billing team.
Year Submitted: 2020
Published Date: 31 December 2020
Tags: Care Process ＆ Redesign, Quality Improvement, Job Effectiveness, Operational Management, Financial Management, Productivity, Cost Recovery
About this Content
Aims
Reduce monthly lab drop charge incidents by 50% by Dec 2019.
Background
Medicine Clinic experienced 2 drop charges/day, leading to significant rework for billing.
Methods
Root cause analysis identified workflow gaps. Tested and implemented changes via PDSA cycles.
Results
Lab drop charges reduced from 51 cases/month to 16 cases/month, a 63% decrease.
Conclusion
Improved workflows significantly reduced errors, saving time for nurses, PSAs, and the billing team.
Lessons Learnt
Stakeholder buy-in, direct communication between nurses and PSAs, and workflow changes drove success.
Keywords
Lab Drop Charges, Workflow Redesign, Billing Efficiency, PDSA Cycle
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, Nursing |
Applicable Specialty or Discipline | Healthcare Administrators, Patient Service Associate |
Project Lead(s) | Chay Yu Xuan |
Project Member(s) | Nur Fazelah |
Connect with this contributor!
Chay Yu Xuan - yu_xuan_chay@nuhs.edu.sg
Project Attachment
C_251_NTFGH_QM_2020_Managing_Drop_charges_at_Medicine_Clinic.pdf