Patient Self Navigate from Admission Office to Endoscopy
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2023
Reduce patient waiting time ≥25 minutes from Admission Office (AO) to Endoscopy Centre (EC) to <2 episodes per week and. Self-navigation workflows enhanced patient independence, reduced delays, and optimized resource utilization, setting a model for.
Year Submitted: 2023
Published Date: 31 December 2023
Tags: Care Process ＆ Redesign, Quality Improvement, Job Effectiveness, Build Environment, Wayfinding
About this Content
Aims
Reduce patient waiting time ≥25 minutes from Admission Office (AO) to Endoscopy Centre (EC) to <2 episodes per week and decrease porter usage by 60%.
Background
Reliance on porters caused delays, with 16 weekly episodes of waiting ≥25 minutes and 100% of patients requiring porter assistance despite many being ambulant.
Methods
Implemented workflows for self-navigation with pictorial guides, multilingual signage, and modified access control; iterated using PDSA cycles.
Results
Reduced waiting time episodes ≥25 minutes to 0; 97.9% patient satisfaction achieved; porter usage decreased from 100% to <40%.
Conclusion
Self-navigation workflows enhanced patient independence, reduced delays, and optimized resource utilization, setting a model for similar process improvements.
Lessons Learnt
Proactive problem identification, effective staff training, and iterative improvements are critical for successful workflow redesign.
Keywords
Endoscopy, Admission Office, Self-Navigation, Patient Experience, Workflow Optimization
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | Ng Teng Fong General Hospital |
Platform(s) | National University Health System Quality Improvement |
Healthcare Professional Group(s) | Nursing, Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Zhang Rong |
Project Member(s) | Ma Xueyun |
Connect with this contributor!
Zhang Rong - Rong_ZHANG@nuhs.edu.sg
Project Attachment
C_376_NTFGH_QM_2023_Patient_Self_Navigate_From_Admission_Office_To_Endoscopy.pdf