Reducing Ad-Hoc Walk-In Patients and Increasing Staff’s Productivity Via Artificial Intelligence and Workflow Enhancement
Care Continuum
Technology
National University Health System Quality Improvement
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