Reducing Payment Wait Time @ 4A Cardiac Clinic
Care Process & Redesign
Singapore Healthcare Management Congress
SingHealth
31 December 2024
To reduce payment wait time for patients, improve clinic experience, and reduce congestion. Streamlined payment workflows ensure faster services, enhancing overall clinic operations.
Year Submitted: 2024
Published Date: 31 December 2024
Tags: Care Process ＆ Redesign, Quality Improvement, Workflow Redesign, Job Effectiveness, Value Based Care, Patient Reported Experience Measures, Patient Satisfaction, Productivity, Time Saving, Cost Saving, Manhour Saving, Operational Management, Resource Allocation
About this Content
Aims
To reduce payment wait time for patients, improve clinic experience, and reduce congestion.
Background
Long wait times at payment counters negatively affected patient experience and clinic operations.
Methods
Redesigned workflows, introduced a "runner" system for appointment booking, and set up a pop-up counter.
Results
Payment wait time reduced by 72% (from 25 to 7 minutes); 95% of patients now wait less than 15 minutes.
Conclusion
Streamlined payment workflows ensure faster services, enhancing overall clinic operations.
Lessons Learnt
Workflow redesign significantly improves efficiency, patient satisfaction, and staff workload management.
Additional Information
Singapore Healthcare Management Congress 2024 – Excellence in Workflow Redesign
Keywords
Payment Wait Time, Workflow Improvement
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | Changi General Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Angeline Chua |
Project Member(s) | Tan Li Shan |
Connect with this contributor!
Angeline Chua - singaporehealthcaremanagement@singhealth.com.sg
Project Attachment
C_829_SHM_2024_Reducing_Payment_Wait_Time_4A_Cardiac_Clinic_yh.pdf