Streamlining Secretariat Process
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2021
Reduce secretariat process time from 35 hours/month to 25 hours/month by Feb 2021. Process redesign significantly reduced time and improved productivity for secretariat tasks.
Year Submitted: 2021
Published Date: 31 December 2021
Tags: Care Process ＆ Redesign, Quality Improvement, Workflow Redesign, Lean Methodology, Job Effectiveness, Design Thinking, Productivity, Time Saving, Cost Saving, Manhour Saving
About this Content
Aims
Reduce secretariat process time from 35 hours/month to 25 hours/month by Feb 2021.
Background
The secretariat process involved over 40 line items, multiple attendance checks, and redundant steps.
Methods
Combined redundant steps, reduced attendance checks from 4 to 2, and standardized submission timings.
Results
Secretariat process time reduced to 23.1 hours; reduced redundant emails and improved response rates.
Conclusion
Process redesign significantly reduced time and improved productivity for secretariat tasks.
Lessons Learnt
Observation, questioning, and “trial-and-improve” cycles helped streamline processes effectively.
Keywords
Secretariat Process, Workflow Redesign, Lean Methodology, Time Saving, Process Efficiency
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | Ng Teng Fong General Hospital |
Platform(s) | National University Health System Quality Improvement |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Mildred Chui |
Project Member(s) | Kelvin Lew |
Connect with this contributor!
Mildred Chui - mildred_chui@nuhs.edu.sg