Service Transformation – Improving Operational Efficiency & Productivity In Jurong Community Hospital Outpatient Clinic
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2018
Improve operational efficiency and productivity of Patient Service Associates (PSAs). The merger successfully improved operational efficiency and created a sustainable model to manage outpatient workload.
Year Submitted: 2018
Published Date: 31 December 2018
Tags: Care Process ＆ Redesign, Quality Improvement, Workflow Redesign, Value Based Care, Productivity, Access To Care, Waiting Time, Turnaround Time
About this Content
Aims
Improve operational efficiency and productivity of Patient Service Associates (PSAs).
Background
Outpatient workload increased 38% since 2016, with further 10% growth projected in 2018. PSAs lacked flexibility to manage uneven workloads between clinics.
Methods
Merged service counters in JCH Clinic C11 and C12, cross-trained PSAs, and redistributed workload.
Results
PSA-to-patient ratio improved from 1:13 to 1:34; wait times reduced, and PSAs handled increasing workload seamlessly.
Conclusion
The merger successfully improved operational efficiency and created a sustainable model to manage outpatient workload.
Lessons Learnt
Merging counters and cross-training PSAs enhanced productivity, workload balance, and reduced patient waiting times.
Keywords
Operational Efficiency, Outpatient Clinic, Cross-Training, Productivity
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) | Ng Kian Swan |
Project Member(s) | Khoo Chwee Khim |
Connect with this contributor!
Shepherdson Gwendolyn Jill - gwendolyn_jill_shepherdson@nuhs.edu.sg