Projects

NDCS ‘Digital First’ Specialist Outpatient Clinic

Project Categories

Technology

Platform

National Healthcare Innovation and Productivity Medals

Cluster

SingHealth

31 December 2024

Transform NDCS into a "digital-first" clinic to enhance the patient journey through self-service and digital transactions. NDCS will extend the digital-first model to more clinics, targeting 80% SOC adoption by FY24, and complete transition by 2027 at the.

Year Submitted: 2024
Published Date: 31 December 2024

Tags: Technology, Digitalisation, Automation, Digital Platforms

About this Content

Aims

Transform NDCS into a "digital-first" clinic to enhance the patient journey through self-service and digital transactions.

Background

Aligned with Singapore Smart Nation initiatives, NDCS piloted digital-first clinics at two SOCs, eliminating manual processes and reducing on-site waiting times.

Methods

Implemented mobile registration, self-payment systems, and online appointment management, encouraging patients to adopt digital-first transactions.

Results

Mobile registration rates increased, mobile payments improved by 20.7%, and self-service appointment changes rose by 8.9%. Patients' on-site time reduced by ~30 minutes.

Conclusion

NDCS will extend the digital-first model to more clinics, targeting 80% SOC adoption by FY24, and complete transition by 2027 at the new ECC facility.

Lessons Learnt

Digital-first models enhance efficiency and reduce administrative workload. Change management and staff engagement are critical to adoption.

Keywords

Digital Literacy, Mobile Registration, Online Self-Service, Transactions, Digitalisation

Innovators' Details

Healthcare Cluster(s)	SingHealth
Organization(s) Involved	National Dental Centre Singapore
Platform(s)	National Healthcare Innovation and Productivity Medals
Healthcare Professional Group(s)	Allied Health, Healthcare Administration
Applicable Specialty or Discipline	General Practice, Dental / Dentistry, Healthcare Administrators
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 Mastura Binte Mohd Yusof Maslina Binte Wahab Jojinee Binti Mohamed

Connect with this contributor!

Mr Daniel Tay - daniel.tay.m.m@ndcs.com.sg

Project Attachment

1009_NDCS_NHIP_2024_NDCS_Digital_First_Specialist_Outpatient_Clinic.pdf