RPA-Driven Automation of Patient Admission Forms
Care Process & Redesign
Technology
National Healthcare Innovation and Productivity Medals
Agency for Integrated Care - Intermediate and Long Term Care
9 October 2025
The aim of the project is to automate the financial counselling process at Ren Ci Hospital to reduce time consumption, error. The RPA project successfully streamlined the financial counselling process, improving efficiency, reducing errors, and...
Year Submitted: 2025
Published Date: 09 October 2025
Tags: Automation, Robotics Process Automation, Workflow Redesign, Cost Saving, Time Saving, Quality Improvement, Productivity, Care Process ＆ Redesign, Technology
About this Content
Aims
The aim of the project is to automate the financial counselling process at Ren Ci Hospital to reduce time consumption, error rate, and improve administrative efficiency.
Background
Ren Ci Hospital is a charitable healthcare institution in Singapore. The Business Office Department manages patient accounts, billing, and insurance claims. The manual transcription process was inefficient and error-prone, with a 5% error rate and 15 minutes spent per patient.
Methods
The Plan-Do-Study-Act (PDSA) framework was adopted. Staff received RPA training, and the process was fully automated over three months. The project involved collaboration between the Business Office and Patient Admission Department.
Results
The automation saved 564 hours annually, equivalent to about $28,000 in staff costs, and reduced errors to zero. Paper consumption was reduced by 7 reams annually, contributing to environmental sustainability.
Conclusion
The RPA project successfully streamlined the financial counselling process, improving efficiency, reducing errors, and contributing to sustainability goals.
Lessons Learnt
Phased implementation is crucial for building confidence and minimizing disruption. Thorough documentation and addressing staff concerns are vital for successful RPA implementation.
Keywords
Automation, RPA, Patient Admission, Cost Saving, Time Saving
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | Agency for Integrated Care - Intermediate and Long Term Care |
Organization(s) Involved | Ren Ci Hospital |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | General Practice |
Project Lead(s) | Ng Ling Ling |
Project Member(s) | Jean Quak |
Connect with this contributor!
Ms Fion Loh Qin Wen - fion_loh@renci.org.sg
Project Attachment
190_RCH_NHIP 2025_RPA-DRIVEN_AUTOMATION_OF_PATIENT_ADMISSION_FORMS.pdf