SOC Going Cashless
Care Process & Redesign
Technology
Yishun Health One Improvement Festival
National Healthcare Group
28 April 2025
To optimise payment collection process for SOC with a focus on reducing manual tasks, promoting cashless payment methods. The project has resulted in time savings for staff and delivered direct financial benefits through cost savings and cost avoidance.
Year Submitted: 2025
Published Date: 28 April 2025
Tags: Procurement, Technology, Care Process ＆ Redesign, Cost Saving, Workflow Redesign, Time Saving
About this Content
Aims
To optimise payment collection process for SOC with a focus on reducing manual tasks, promoting cashless payment methods, and enhancing operational efficiency.
Background
The project aims to reduce cash handling by promoting cashless payments, nudging patients towards self-payment via NHG Cares app or kiosks, and delivering direct financial benefits through cost savings and cost avoidance.
Methods
Phase 1 (Jan 2024) involved consolidating cash collecting counters to at least 1 per level and monitoring cash collected per counter. Phase 2 (Jan 2025) centralized payment collection in specific locations for certain patient groups and removed onsite payment collection for others.
Results
The project resulted in time savings for staff, reduced cash handling risks, and delivered financial benefits. The number of counters collecting cash reduced by 72%, and cash transactions reduced by 93%. Cost savings of $27,012 per year and cost avoidance of $99,800 were achieved.
Conclusion
The project has resulted in time savings for staff and delivered direct financial benefits through cost savings and cost avoidance.
Lessons Learnt
Streamlining payment processes can minimize human error and improve accuracy in financial reconciliation, reducing cash handling risks.
Additional Information
With less cash handling, the Business Office reduced the frequency of cash collection agents, achieving significant cost savings.
Keywords
Cashless Payments, Operational Efficiency, Cost Savings, Time Savings, Cash Handling
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | Khoo Teck Puat Hospital |
Platform(s) | Yishun Health One Improvement Festival |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Jolia Low Hui Yu |
Project Member(s) | Khairin Nadia Binte Khamaruldin |
Connect with this contributor!
KTPH & YCH Innovation & Improvement (I&I) Office - i-i@ktph.com.sg