Redesigning the workflow to process and communicate home delivery requests
Care Process & Redesign
National Healthcare Group Quality Improvement
National Healthcare Group
31 December 2022
To reduce time taken for processing and communicating home delivery requests by 25% (stretch goal: 30%). Workflow redesign achieved faster processing, reduced workload, and improved patient satisfaction.
Year Submitted: 2022
Published Date: 31 December 2022
Tags: Care Process ＆ Redesign, Productivity, Time Saving
About this Content
Aims
To reduce time taken for processing and communicating home delivery requests by 25% (stretch goal: 30%).
Background
COVID-19 restrictions increased home delivery requests, creating delays in processing.
Methods
Implemented mobile app promotion, redesigned workflows, and reduced dependency on contact center.
Results
Time taken reduced by 50% (5 minutes to 2.5 minutes). Mobile app requests rose from 14% to 90%, leading to annual savings of $1961.50.
Conclusion
Workflow redesign achieved faster processing, reduced workload, and improved patient satisfaction.
Lessons Learnt
Mobile app usage enhances efficiency and reduces dependency on traditional methods.
Additional Information
NHG Quality Day 2022: Merit Award
Keywords
Home Delivery, Workflow Redesign
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | National Healthcare Group Polyclinics |
Platform(s) | National Healthcare Group Quality Improvement |
Healthcare Professional Group(s) | Healthcare Administration, Pharmacy |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Nur’Ain Bte Abdul Manan |
Project Member(s) | Clara Chin |
Connect with this contributor!
Nur’Ain Bte Abdul Manan - NurAin_ABDUL_MANAN@pharmacy.nhg.com.sg