Redesigning Endoscopy: Optimizing Processes and Patient Satisfaction
Care Process & Redesign
Technology
National Healthcare Innovation and Productivity Medals
Private Hospital
9 October 2025
To address inefficiencies in processes and patient satisfaction in the Endoscopy Department at Mount Elizabeth Hospital. The project successfully optimized processes and patient satisfaction in the Endoscopy Department, demonstrating the effectiveness of.
Year Submitted: 2025
Published Date: 09 October 2025
Tags: Care Process ＆ Redesign, Workflow Redesign, Patient Satisfaction, Value Based Care, Quality Improvement, Technology, Automation, Robotics/Autonomous Systems, Artificial Intelligence
About this Content
Aims
To address inefficiencies in processes and patient satisfaction in the Endoscopy Department at Mount Elizabeth Hospital through relocation, expansion, and implementation of advanced technologies.
Background
The Endoscopy Department faced significant capacity and workflow challenges due to limited recovery beds, insufficient scope capacity, and outdated facilities, leading to patient bottlenecks and staff inefficiencies.
Methods
The project involved stakeholder engagement, securing funding, technology integration, and phased implementation of changes including automation and patient-centered architectural design.
Results
The project resulted in improved process efficiency, increased patient satisfaction, and enhanced safety with innovations such as autonomous robots and AI systems. Net Promoter Score increased by 47%.
Conclusion
The project successfully optimized processes and patient satisfaction in the Endoscopy Department, demonstrating the effectiveness of combining technology and care redesign.
Lessons Learnt
Key lessons include the importance of early stakeholder engagement, phased rollout to minimize disruptions, and regular training for technology integration.
Additional Information
The project is part of the National Healthcare Innovation and Productivity Medals Award 2025 submission.
Keywords
Endoscopy, Patient Satisfaction, Workflow, Automation, Robotics
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | Private Hospital |
Organization(s) Involved | Mount Elizabeth Hospital |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Nursing, Healthcare Administration, Others |
Applicable Specialty or Discipline | Gastroenterology |
Project Lead(s) | Margaret Say Poh Kin |
Project Member(s) | Lim Xueni |
Connect with this contributor!
Muhammad Nurizam Bin Ramlan - muhammadnurizam.ramlan@mountelizabeth.com.sg
Project Attachment
194_MEH_NHIP 2025_Redesigning_Endoscopy_Optimizing_Processes_and_Patient_Satisfaction.pdf