One Triage Point – Streamlining Referrals, Maximizing Care Provider Efficiency
Care Process & Redesign
Yishun Health One Improvement Festival
National Healthcare Group
28 April 2025
This project aims to streamline the case assignment workflow following the integration of the Case Management Department. Optimized workflow enhances efficiency, minimizes resource wastage, and strengthens workforce capacity to handle complex cases.
Year Submitted: 2025
Published Date: 28 April 2025
Tags: Care Process ＆ Redesign, Workflow Redesign, Cost Saving, Time Saving
About this Content
Aims
This project aims to streamline the case assignment workflow following the integration of the Case Management Department (CMD) and Medical Social Services (MSS). It seeks to reduce duplicate referrals, strengthen role clarity, and enhance overall efficiency.
Background
Data from February 2023 to July 2023 revealed that 30.1% of referrals to CMD and MSS were duplicates due to overlapping roles between two departments. The previous case assignment workflow lacked a clear system to address these redundancies, affecting productivity and efficiency.
Methods
A new case assignment method was trialed across initial four wards using a stratification guiding tool. The project consolidated referrals into a single triaging point and introduced stratification guiding principles to assign complex cases to MSWs and non-complex cases to CMOs.
Results
The duplication rate was successfully reduced to 0% during the trial period. 95.3% of cases were assigned to the appropriate care provider, with 88% remaining with the initial care provider.
Conclusion
Optimized workflow enhances efficiency, minimizes resource wastage, and strengthens workforce capacity to handle complex cases. The integration of a structured case assignment workflow has significantly improved efficiency and reduced duplicate referrals.
Lessons Learnt
Role overlap led to duplicate case assessments, doubling manpower effort and incurring an estimated cost of $9896. The stratification guide ensures patients are assigned to the right care provider based on case complexity.
Additional Information
A structured monitoring process was established to assess accuracy and effectiveness. 90% of respondents agreed most referrals assigned after One Triage Point were appropriate, compared to 40% prior to its implementation.
Keywords
Workflow, Efficiency, Referrals, Care Coordination, Productivity
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | Khoo Teck Puat Hospital |
Platform(s) | Yishun Health One Improvement Festival |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Medical Social Workers |
Project Lead(s) | Chua Ee Cheng |
Project Member(s) | Ismawanty Abdul Razak |
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KTPH & YCH Innovation & Improvement (I&I) Office - i-i@ktph.com.sg