Projects

NDCS “Digital First” Specialist Clinic

Project Categories

Care Process & Redesign

Platform

Singapore Healthcare Management Congress

Cluster

SingHealth

31 December 2023

To enable a counterless model for repeat visits, empowering patients, improving their experience, and reducing on-site dwell. This initiative demonstrates the potential for counterless healthcare delivery, aligning with Smart Nation goals.

Year Submitted: 2023
Published Date: 31 December 2023

Tags: Care Process ＆ Redesign, Quality Improvement, Design Thinking, Workflow Redesign

About this Content

Aims

To enable a counterless model for repeat visits, empowering patients, improving their experience, and reducing on-site dwell time.

Background

SOC visits heavily relied on manual interactions. COVID-19 accelerated the need for digital adoption.

Methods

Piloted "Digital First" clinics with design-thinking methodology, enabling digital transactions throughout patient journeys.

Results

Reduced patient dwell time by 24 minutes per visit; achieved 66% digital payment adoption. Improved patient experience and operational flexibility.

Conclusion

This initiative demonstrates the potential for counterless healthcare delivery, aligning with Smart Nation goals.

Lessons Learnt

Early engagement with staff and patients ensures successful adoption of digital-first concepts.

Additional Information

Singapore Healthcare Management Congress 2023 – Merit Prize (Operations category).

Keywords

Digital Healthcare, Patient Empowerment

Innovators' Details

Healthcare Cluster(s)	SingHealth
Organization(s) Involved	National Dental Centre Singapore
Platform(s)	Singapore Healthcare Management Congress
Healthcare Professional Group(s)	Healthcare Administration, Medical
Applicable Specialty or Discipline	Healthcare Administrators, Dental / Dentistry
Project Lead(s)	Ricky Hi Cheong Leong
Project Member(s)	Xu Jianxiong Daniel Tay Ming Ming Elaine Tan Li Yen Shirley Tan E-Ling Willie Woo Shek Chow Lim Szu Min Michelle Lim Soong Cheng Stara Tan Chieu Fern Teh Siew Yee Mastura Binte Mohd Yusof Maslina Binte Wahab Jojinee Binti Mohamed Jayaram Veeramani Hayraini Bte Hayat Keith Heng Swee Kok Bernice Teo Jun Hui Chan Mei Ying Jason Lim Weiliang

Connect with this contributor!

Ricky Hi Cheong Leong - singaporehealthcaremanagement@singhealth.com.sg

Project Attachment

C_894_NDCS_SHM_2023_NDCS_Digital_First_Specialist_Clinic.pdf