R.A.C.E.: Reduce Arrival to Consult Wait time for Adult Emergency
Care Process & Redesign
National Healthcare Innovation and Productivity Medals
National University Health System
27 January 2026
Reduce Arrival to Consult Wait time for Adult Emergency, specifically targeting P2 Walk-in wait time for consult. Results will continue to be monitored and regular engagement with staff conducted to maintain momentum of the change efforts.
Year Submitted: 2025
Published Date: 27 January 2026
Tags: Care Process ＆ Redesign, Workflow Redesign, Quality Improvement, Time Saving, Productivity
About this Content
Aims
Reduce Arrival to Consult Wait time for Adult Emergency, specifically targeting P2 Walk-in wait time for consult.
Background
Patients who walk into the ED undergo screening, registration, and triage. P2 patients have consistently longer consult wait times than set targets, leading to treatment delays and low patient experience scores. High variability in arrival also stretched available resources, lengthening wait times.
Methods
Tools and methodologies used include Value Stream & Experience Map (VSEM), Gap & Root Cause Analysis, Field Observations, Pick Chart, PDAC. Interventions included setting up fixed pick-up & drop-off locations, simplifying triage protocols, optimizing porter coverage, and introducing a new QA Nurse role.
Results
Achieved target reduction of P2 Walk-in wait time for consult and sustained patient experience scores even with increased workload.
Conclusion
Results will continue to be monitored and regular engagement with staff conducted to maintain momentum of the change efforts. The team will continue exploring new strategies to achieve the ideal VSEM envisioned.
Lessons Learnt
Through multidisciplinary teamwork, sustained improvements in wait time and patient experience scores have been achieved despite increasing workload.
Keywords
Emergency, Triage, Wait Time, Patient Experience, Multidisciplinary
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | National University Hospital |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Medical, Nursing |
Applicable Specialty or Discipline | Emergency Medicine |
Project Lead(s) | Brandon Koh Chi Ping, Kartina Tan Hui Joo, Teo Zhen Jia Alan |
Project Member(s) | Desmond Goh |
Connect with this contributor!
Teo Zhen Jia Alan - zhen_jia_teo@nuhs.edu.sg
Project Attachment
432_NUH_NHIP_2024_R_A_C_E_Reduce_Arrival_to_Consult_Wait_time_for_Adult_Emergency.pdf