Right-site Billing for Day Surgery Procedures in Sengkang General Hospital (SKH) Outpatient Ear Nose & Throat (ENT) Clinic
Care Continuum
Care Process & Redesign
Singapore Healthcare Management Congress
SingHealth
31 December 2021
Rework billing processes in SKH ENT clinic to reduce errors and improve accuracy. Dedicated counters reduce billing errors and enhance staff and patient experience.
Year Submitted: 2021
Published Date: 31 December 2021
Tags: Care Process ＆ Redesign, Care Continuum, Quality Improvement, Workflow Redesign, Value Based Care, Patient Satisfaction, Productivity, Operational Management, Financial Management, Outpatient Care, Specialist Outpatient Care, Right-Siting
About this Content
Aims
Rework billing processes in SKH ENT clinic to reduce errors and improve accuracy.
Background
Billing errors in SAP delayed surgery processes and reduced patient confidence.
Methods
Introduced dedicated billing counters and room assistants to direct patients correctly.
Results
Reduced average billing errors from 3 per week to 1 per month; improved patient satisfaction.
Conclusion
Dedicated counters reduce billing errors and enhance staff and patient experience.
Lessons Learnt
Dedicated billing counters streamline processes and improve accuracy in outpatient care.
Additional Information
SHM 2021 – Shortlisted Project (Finance Category)
Keywords
Billing Management, ENT Clinic
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | Sengkang General Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Otolaryngology, Surgery, Healthcare Administrators |
Project Lead(s) | Ng Yi Ting |
Project Member(s) | Gan Shi Min Glenys |
Connect with this contributor!
Ng Yi Ting - singaporehealthcaremanagement@singhealth.com.sg
Project Attachment
C541_SKH_SHM_2021_Right_site_Billing_for_Day_Surgery_Procedures.pdf