Optimising Outpatient Ultrasound Appointment Scheduling Efficiency
Care Process & Redesign
Yishun Health One Improvement Festival
National Healthcare Group
22 April 2025
The team explored strategies to safely eliminate the upstream vetting step, with the objective of reducing overall process. Patients and staff have benefited from this streamlined process resulting in reduction in waiting times for appointments and enhancing.
Year Submitted: 2025
Published Date: 22 April 2025
Tags: Workflow Redesign, Time Saving, Cost Saving, Quality Improvement, Productivity, Care Process ＆ Redesign
About this Content
Aims
The team explored strategies to safely eliminate the upstream vetting step, with the objective of reducing overall process time while maintaining a low error rate.
Background
A value streaming mapping exercise for DDR was carried out to assess the workflows across three modalities, aiming to decrease lead times and enhance efficiency. During this assessment, several non-value-added workflows were identified as opportunities for optimization. One specific workflow examined was the Outpatient Ultrasound (US) Vetting Workflow, which involved a lengthy process from the initial US order request to the appointment booking in EPIC by the PSA. The lead time for this workflow could extend to months due to pending clarifications.
Methods
The methodology involved removing upstream vetting and adding downstream D-7 checks to improve the scheduling process.
Results
By removing upstream vetting and adding downstream D-7 checks, the proportion of appointments scheduled within 1 day has improved significantly to 83.3% and average lead time has been reduced to 1.2 days.
Conclusion
Patients and staff have benefited from this streamlined process resulting in reduction in waiting times for appointments and enhancing operational efficiency.
Lessons Learnt
Continuous effort in optimizing workflow is required to manage the lead time to improve overall patient care and operational efficiency.
Additional Information
Significant increase in appointments being scheduled within 1 day from 30.2% (Aug) to 83.3% (Sep). Significant decrease in lead times from 13.1 days (May) to 1.2 days (Sep). Significant time savings equivalent to reduction of 0.46 Full-Time Equivalent (FTE) for a Radiographer in a week.
Keywords
Ultrasound, Appointment, Scheduling, Efficiency, Workflow
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 | Diagnostic Radiography |
Project Lead(s) | Chong H, Lee C.B.J, Teo.J |
Project Member(s) | Tan Hsien Khai |
Connect with this contributor!
KTPH & YCH Innovation & Improvement (I&I) Office - i-i@ktph.com.sg
Project Attachment
792_KTPH_OIF 2025_Optimising Outpatient Ultrasound Appointment Scheduling Efficienc.pdf