SGH Wide Initiative for Teleconsultation (SWIFTcare)
Care Process & Redesign
Technology
National Healthcare Innovation and Productivity Medals
SingHealth
10 October 2025
The aims of the initiative are to appropriately site care for non-urgent cases, optimize and ringfence manpower and. The SWIFTcare initiative successfully reduced waiting times and costs for non-urgent cases, while maintaining high patient.
Year Submitted: 2025
Published Date: 10 October 2025
Tags: Care Process ＆ Redesign, Workflow Redesign, Cost Saving, Quality Improvement, Productivity, Access To Care, Waiting Time, Value Based Care, Patient Satisfaction, Technology, Digitalisation, Digital Health, Telehealth, Tele-Consultation
About this Content
Aims
The aims of the initiative are to appropriately site care for non-urgent cases, optimize and ringfence manpower and healthcare resources for urgent/emergency cases, ensure no increase in wait-time for non-urgent cases, and no increase in out-of-pocket cost for patients without disbursements.
Background
The Singapore General Hospital (SGH) Emergency Department faced increasing numbers of non-emergency cases, leading to longer waiting times, daily overcrowding, and reduced capacity to handle urgent/emergent cases.
Methods
The SWIFTcare initiative was implemented by leveraging underutilized rooms in the ED,collaborating with a 3rd party to set up telehealth booths, and engaging medical and nursing staff to divert non-urgent cases to telehealth services.
Results
With the implementation of SWIFTcare, there was a 14% decrease in waiting time for P3patients, and SWIFTcare patients paid a much lower rate compared to SGH ED patients. Patient satisfaction was high, with 78% rating the service as excellent.
Conclusion
The SWIFTcare initiative successfully reduced waiting times and costs for non-urgent cases, while maintaining high patient satisfaction.
Lessons Learnt
Identifying and clearing spaces early is vital for smooth implementation. Challenges include patient perception of telehealth in ED and integration of telehealth model for follow-up tests.
Keywords
Teleconsultation, Emergency Department, Workflow, Cost
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | Singapore General Hospital |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Emergency Medicine, Healthcare Administrators |
Project Lead(s) | Kenneth Tan Boon Kiat, Goh Su-Yen |
Project Member(s) | Estee Chan Ching Lian |
Connect with this contributor!
Marcus Koh Wai Leong - Marcus.koh.w.l@singhealth.com.sg
Project Attachment
1047_SGH_NHIP_2025_SGH_Wide_Initiative_for_Teleconsultation_(SWIFTcare).pdf