Reducing Ad-Hoc Walk-In Patients and Increasing Staff’s Productivity Via Artificial Intelligence and Workflow Enhancement
Project Categories
Care Continuum
Technology
Platform
National University Health System Quality Improvement
Cluster
National University Health System
31 December 2023
Reduce ad-hoc walk-in cases by 33% (max 80/month) and tiger text messages by 20% (max 300/month). Innovative strategies streamlined processes, improved patient satisfaction, and optimized resources.
Year Submitted: 2023
Published Date: 31 December 2023
Tags: Care Continuum, Technology, Outpatient Care, Specialist Outpatient Care, Digital Health, Chat Bots
About this Content
Aims
Reduce ad-hoc walk-in cases by 33% (max 80/month) and tiger text messages by 20% (max 300/month).
Background
Rising ad-hoc walk-in patients for hearing aid issues disrupted clinic operations.
Methods
Patient education, scheduling ad-hoc slots, and implementing an audiology chatbot.
Results
Reduced ad-hoc walk-ins by 54% and tiger texts by 55%; improved workflow and patient satisfaction.
Conclusion
Innovative strategies streamlined processes, improved patient satisfaction, and optimized resources.
Lessons Learnt
Clear communication and early stakeholder buy-in are key to successful implementation.
Additional Information
Insights shared across OneNUHS family to promote broader adoption.
Keywords
Audiology, Chatbots, Workflow Efficiency
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | Ng Teng Fong General Hospital |
Platform(s) | National University Health System Quality Improvement |
Healthcare Professional Group(s) | Allied Health |
Applicable Specialty or Discipline | Audiology |
Project Lead(s) | Png Shermaine, Tan Ai Mei Joyce |
Project Member(s) | Jasmine Liew Jek Peng |
Connect with this contributor!
Png Shermaine - shermaine_png@nuhs.edu.sg