Reduction of Waiting Time for Patients in SNEC Outpatient Clinics
Care Continuum
Care Process & Redesign
Singapore Healthcare Management Congress
SingHealth
31 December 2021
To improve wait times by at least 5% for first evaluation and tests before the first doctor consult in SNEC outpatient. Optimized clinic scheduling and resource allocation significantly enhance patient satisfaction.
Year Submitted: 2021
Published Date: 31 December 2021
Tags: Care Process ＆ Redesign, Care Continuum, Quality Improvement, Workflow Redesign, Access To Care, Waiting Time, Turnaround Time, Value Based Care, Patient Satisfaction, Outpatient Care, Specialist Outpatient Care
About this Content
Aims
To improve wait times by at least 5% for first evaluation and tests before the first doctor consult in SNEC outpatient clinics.
Background
Long wait times account for 50% of patient complaints and are a significant issue in patient satisfaction surveys.
Methods
Root cause analysis, fishbone diagrams, and comprehensive reviews of doctors’ schedules and clinic templates.
Results
Proportion of patients waiting ≤15 minutes improved by 5.4%, and those needing ≤60 minutes for tests improved by 10.8%; patient complaints reduced by 67%.
Conclusion
Optimized clinic scheduling and resource allocation significantly enhance patient satisfaction.
Lessons Learnt
Root cause analysis and stakeholder engagement ensure effective and sustainable workflow improvements.
Additional Information
SHM 2021 Shortlisted Project (Operations Category).
Keywords
Waiting Times, Patient Satisfaction, Workflow Redesign
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | Singapore National Eye Centre |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Medical |
Applicable Specialty or Discipline | Ophthalmology |
Project Lead(s) | CI Edmund Wong |
Project Member(s) | Leonard Goh |
Connect with this contributor!
CI A/Prof Edmund Wong - singaporehealthcaremanagement@singhealth.com.sg
Project Attachment
C_614_SNEC_SHM_2021_Reduction_of_waiting_time_for_patients_in_SNEC_outpatient_clinics.pdf