Reduce Arrival to Consult Wait Times in Childrens Emergency
Care Process & Redesign
National Healthcare Innovation and Productivity Medals
National University Health System
30 January 2026
The intent of the project was to streamline and reduce wait time of each step of the patient journey for P2 walk-in patients. The goal was to progressively reduce the 50th and 95th percentile wait times from arrival to consultation, ultimately meeting MOHs.
Year Submitted: 2025
Published Date: 30 January 2026
Tags: Care Process ＆ Redesign, Productivity, Time Saving, Quality Improvement, Workflow Redesign, Access To Care, Waiting Time, Turnaround Time
About this Content
Aims
The intent of the project was to streamline and reduce wait time of each step of the patient journey for P2 walk-in patients of Children's Emergency, thereby accelerating their access to triage and timely treatment, thereby improving the patient experience.
Background
Before this project, the patient journey for P2 walk-in patients to Children's Emergency contained multiple steps that contributed to longer-than-expected wait time for consultation and heightened anxiety of caregivers, who in turn interrupted triage nurses.
Methods
Strategic interventions of streamlining the screening process and creating a registration and triage teamlet (R&T) to expedite the workflow. Gap Analysis (one of the various Lean and Service Design Thinking mixed-methods used).
Results
The improvement project that started on 6th November 2023 has led to a reduction in both the 50th percentile and 95th percentile wait times, allowing us to meet MOH targets. Significant improvement in ePES (Patient Experience Score) from 68.4% in January 2023 to 91.3% in January 2024.
Conclusion
The goal was to progressively reduce the 50th and 95th percentile wait times from arrival to consultation, ultimately meeting MOHs target of 20 minutes and 60 minutes respectively.
Lessons Learnt
A single, combined registration queue for both adult and paediatric patients caused heightened anxiety for caregivers. Lengthy queues at the registration counter caused delay in patients moving on to the triage stage. Unnecessary issuance of forms at the screening station, which can be eliminated to streamline the process.
Keywords
wait time, triage, patient experience, emergency, paediatric
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) | Ancillary Care, Healthcare Administration, Medical, Nursing |
Applicable Specialty or Discipline | Healthcare Administrators, Clinical Research, Medical, Emergency Medicine, Paediatrics, Nursing, Nursing Research |
Project Lead(s) | Seo Woon Li, Kiren T |
Project Member(s) | Kyi Kyi Aung |
Connect with this contributor!
Seo Woon Li - woon_li_seo@nuhs.edu.sg
Kiren T - kiren_thanapalan@nuhs.edu.sg
Project Attachment
433_NUH_NHIP_2024_REDUCE_ARRIVAL_TO_CONSULT_WAIT_TIMES_IN_CHILDREN_S_EMERGENCY_CE.pdf