Redesign of Job Scope and Enablement of Patient Service Associates (PSA) to Perform New Pre-Operative Services
Workforce Transformation
Singapore Healthcare Management Congress
SingHealth
31 December 2018
Equip POCC staff with the skills to handle complex patient coordination tasks for elective procedures. The framework successfully enabled PSAs to perform new functions, reducing cancellations and streamlining coordination.
Year Submitted: 2018
Published Date: 31 December 2018
Tags: Workforce Transformation, Job Redesign, Upskilling
About this Content
Aims
Equip POCC staff with the skills to handle complex patient coordination tasks for elective procedures.
Background
Manual workflows caused inefficiencies, leading to cancellations and dissatisfied patients.
Methods
Conducted gap analysis, developed SOPs, provided structured training, and assessed staff competencies.
Results
Reduced OT cancellations by 3%; SDA cancellations by 2.2%; improved patient satisfaction with a one-stop coordination point.
Conclusion
The framework successfully enabled PSAs to perform new functions, reducing cancellations and streamlining coordination.
Lessons Learnt
Standardized workflows and competency training enhance patient experience and operational efficiency.
Additional Information
National Merit Award – Workforce Transformation.
Keywords
Patient Service Associate, Job Redesign, Coordination
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | Singapore General Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators, Patient Service Associate |
Project Lead(s) | Celeste Yeoh |
Project Member(s) | Cass Chay |
Connect with this contributor!
Celeste Yeoh - singaporehealthcaremanagement@singhealth.com.sg
Project Attachment
C_86_SGH_SHM_2018_Redesign_of_job_scope_and_enablement_of_PSA.pdf