Re-designing SOC Workforce and Operations
Care Process & Redesign
Workforce Transformation
Yishun Health One Improvement Festival
National Healthcare Group
13 October 2025
To restructure and streamline KTPH clinic management and operational model to standardize systems and improve processes. Restructuring clinic management model through streamlining and standardization of processes will create a more efficient, effective.
Year Submitted: 2025
Published Date: 13 October 2025
Tags: Care Process ＆ Redesign, Workforce Transformation, Workflow Redesign, Quality Improvement, Informal Workforce Transformation, Job Redesign, Upskilling
About this Content
Aims
To restructure and streamline KTPH clinic management and operational model to standardize systems and improve processes. This initiative will also allow nurses to practice at the top of their license, thereby optimizing patient care and prepare KTPH to forge ahead for nurse-led ambulatory care procedures.
Background
Historically, Nurse Managers functioned as Clinic Managers in Specialist Outpatient Clinics (SOC) running day to day operations. A small team of Operations manpower supports whole of operational matters such as infrastructure development, IT systems, registration, billing and payment issues.
Methods
Operations took charge as Clinic Managers in phases from various clinics. PSAs were retrained and identified to take on more leadership roles within clinics for nurses to focus on nurse-led procedures. Nurses were sent for training to take on more nurse-led procedures as they relinquished operational management.
Results
1. SOC workload increased by 2.6% compared to FY23 despite opening of WH.
2. SOC First Visit median lead time has improved by 58.7% to 19 days by Sept 24 compared to FY23.
3. No show rate has reduced from 24% in Apr 23 to 16.6% in Sep 24.
4. PSA attrition rate has reduced from 48% in FY22 to 10.7% in Sep 24.
5. MOH PES for SOC has improved by 1.1% to 91.2% in 2024.
Conclusion
Restructuring clinic management model through streamlining and standardization of processes will create a more efficient, effective and patient-centric healthcare environment. This can position SOC for sustainable growth and enhanced quality of service for patients, as well as better experience for both patients and staff.
Lessons Learnt
Improving efficiency of SOC can allow greater access for patients to ambulatory care, minimize NHG Out of Network (OON) referrals and in turn increase elective load for the hospital. A reduction in PSA attrition rate is indicative of improved staff well-being and operational resilience.
Additional Information
Various standardization of process: issuance of memo, booking of TCUs, booking of First Visit (FV) Appointments, EPIC template etc resulted in improved overall processes and enable effective management of increase in workload. This contributes to Operational Resilience.
Keywords
SOC, Clinic Management, Operational Model, Standardize Systems, Improve Processes, Nurse-Led Procedures
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 | Nursing, Healthcare Administrators |
Project Lead(s) | Fatimah Moideen Kutty |
Project Member(s) | Jolia Low Hui Yu |
Connect with this contributor!
KTPH & YCH Innovation & Improvement (I&I) Office - i-i@ktph.com.sg
Project Attachment
779_KTPH_OIF 2025_Re-designing SOC Workforce and Operations.pdf