Skip the Queue? Patient Services Station Self Service Med Order
Care Process & Redesign
National Healthcare Innovation and Productivity Medals
National Healthcare Group
15 May 2025
To streamline the SOC journey, reduce wait times, and decrease staff workload in medication order-taking by implementing a. The PSS Med Order module has fundamentally transformed the medication ordering workflow in SOCs, leading to high patient satisfaction.
Year Submitted: 2025
Published Date: 15 May 2025
Tags: Applied/Translational Research, Preventive Care, Quantitative Research
About this Content
Aims
To streamline the SOC journey, reduce wait times, and decrease staff workload in medication order-taking by implementing a PSS Med Order module.
Background
The Patient Services Station (PSS) Self Service Med Order project addresses long wait times and staff workload in Specialist Outpatient Clinics (SOC) and pharmacies.
Methods
The intervention strategy involved a phased rollout, starting with pilot tests in Dental and Orthopaedics Clinics. The team collaborated with various stakeholders, including SOC operations, clinical teams, and patients, to refine the system and workflow.
Results
393 patients successfully used the system during the pilot, offloading 70% of eligible clinic Medication Supply Verification workload. Patient satisfaction was high, with 97% expressing satisfaction and 98% recommending continued service.
Conclusion
The PSS Med Order module has fundamentally transformed the medication ordering workflow in SOCs, leading to high patient satisfaction and improved workflow efficiency.
Lessons Learnt
Early and continuous involvement of all stakeholders is crucial for successful implementation. The phased pilot approach allowed for gradual adaptation and refinement of the system.
Additional Information
The project is still ongoing, with plans for further expansion and integration with mobile apps in the future.
Keywords
Patient, Medication, Self-Service, Pharmacy, Automation
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | Woodlands Health |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Pharmacy |
Applicable Specialty or Discipline | General Practice |
Project Lead(s) | Vincent See |
Project Member(s) | Koh Seow Ken |
Connect with this contributor!
Mr Vincent See - Vincent_see@wh.com.sg