One Triage Point (OTP) - Streamlining Referrals, Maximizing Care Provider Efficiency
Care Process & Redesign
National Healthcare Innovation and Productivity Medals
National Healthcare Group
27 January 2026
To streamline referrals and maximize care provider efficiency by implementing One Triage Point. The implementation of One Triage Point has revolutionized referral handling, eliminating inappropriate or duplicate referrals.
Year Submitted: 2025
Published Date: 27 January 2026
Tags: Care Process ＆ Redesign, Workflow Redesign, Quality Improvement, Access To Care
About this Content
Aims
To streamline referrals and maximize care provider efficiency by implementing One Triage Point.
Background
Referrals to Case Management Department (CMD) and Medical Social Services (MSS) were often duplicated or inappropriate due to overlapping job roles of care providers.
Methods
A trial was conducted starting with 4 wards, with continuous monitoring and feedback, and training for the Triage Team on the new method.
Results
91% of cases were assigned to the right care provider at the initial triage, with over 86% staying with the initial provider. A random sample of 164 cases was screened to validate success.
Conclusion
The implementation of One Triage Point has revolutionized referral handling, eliminating inappropriate or duplicate referrals.
Lessons Learnt
High accuracy in referral assignments justified the continuous usage of the workflow, and staff roles were maximized.
Keywords
Triage, Referrals, Workflow
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | Khoo Teck Puat Hospital |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Allied Health, Healthcare Administration |
Applicable Specialty or Discipline | Allied Health, Medical Social Workers, Healthcare Administrators, Finance |
Project Lead(s) | Chua Ee Cheng |
Project Member(s) | Ethel Koh Ru Li |
Connect with this contributor!
Ismawanty Bte Abdul Razak - abdulrazak.ismawanty@ktph.com.sg