Managing First Visit Patients’ Wait Experience at Urology Centre
Care Process & Redesign
Technology
National University Health System Quality Improvement
National University Health System
31 December 2023
To enhance first-visit patients' experience by managing their expectations and improving the ePES score. Patient-centric initiatives significantly enhanced satisfaction and engagement; the framework can be expanded to other departments.
Year Submitted: 2023
Published Date: 31 December 2023
Tags: Care Process ＆ Redesign, Technology, Quality Improvement, Design Thinking, Value Based Care, Patient Satisfaction, Access To Care, Waiting Time, Digital Health, Mobile Health, Digital Apps
About this Content
Aims
To enhance first-visit patients' experience by managing their expectations and improving the ePES score.
Background
First-visit patients were unprepared for appointment flow, resulting in anxiety and lower ePES scores (84.3%).
Methods
Developed a patient journey map, piloted an SMS-based information pack, and improved patient communication through checklists.
Results
ePES score improved from 84.3% to 87.6%; information pack achieved a 90.48% engagement click rate, and satisfaction improved.
Conclusion
Patient-centric initiatives significantly enhanced satisfaction and engagement; the framework can be expanded to other departments.
Lessons Learnt
Clear communication, structured preparation materials, and visual tools reduced patient anxiety and improved the wait experience.
Additional Information
Positive patient feedback and long-term sustainability plan in place for continued improvements.
Keywords
Patient Experience, Urology Centre, First Visit, SMS Engagement, ePES Score, Quality Improvement
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | National University Hospital |
Platform(s) | National University Health System Quality Improvement |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators, Urology |
Project Lead(s) | Kok Hui Wen |
Project Member(s) | Sister Toh Poh Choo |
Connect with this contributor!
Kok Hui Wen - hui_wen_kok@nuhs.edu.sg
Project Attachment
404_NUH_NUH_QI_Managing_First_Visit_Patients_Wait_Experience_at_Urology_Centre.pdf