Reference Guide to Overcome Language Barrier
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2018
Improve communication between visitors and staff to reduce waiting time and increase satisfaction. Translated guides significantly improved visitor satisfaction and registration efficiency.
Year Submitted: 2018
Published Date: 31 December 2018
Tags: Care Process ＆ Redesign, Quality Improvement, Job Effectiveness, Access To Care, Waiting Time, Value Based Care, Patient Satisfaction
About this Content
Aims
Improve communication between visitors and staff to reduce waiting time and increase satisfaction.
Background
Elderly visitors and foreigners unable to communicate in English faced long waits due to language barriers.
Methods
Created a translated reference guide (ward/bed numbers) in English, Mandarin, and Malay. Added flash cards with common questions and visuals.
Results
Registration time reduced from 10 to 5 minutes; 7 out of 10 staff successfully assisted visitors with the guide.
Conclusion
Translated guides significantly improved visitor satisfaction and registration efficiency.
Lessons Learnt
Visual diagrams and universal language (pictures/numbers) improve communication and reduce waiting times.
Keywords
Language Barrier, Translated Guide, Visitor Satisfaction, Visual Communication
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | Jurong Community Hospital |
Platform(s) | National University Health System Quality Improvement |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators, Patient Service Associate |
Project Lead(s) | Siti Jaslina Binte Mohamed Sadhi |
Project Member(s) | Zaiton Binte Mohd Salleh |
Connect with this contributor!
Gwendolyn Shepherdson - gwendolyn_jill_shepherdson@nuhs.edu.sg
Project Attachment
C_152_JCH_QM_2018_Reference_Guide_to_Overcome_Language_Barrier.pdf