The role of Personalised Care and Support Planning (PCSP) in Integrated Medical Clinic (IMC)
Care Process & Redesign
National Healthcare Group Quality Improvement
National Healthcare Group
30 October 2025
To implement Personalised Care and Support Planning (PCSP) in the Integrated Medical Clinic (IMC) and evaluate its impact on. PCSP fundamentally changes the roles of patients and PCDs, valuing patients as primary decision-makers.
Year Submitted: 2025
Published Date: 30 October 2025
Tags: Care Process ＆ Redesign, Quality Improvement, Workflow Redesign, Patient Satisfaction, Value Based Care
About this Content
Aims
To implement Personalised Care and Support Planning (PCSP) in the Integrated Medical Clinic (IMC) and evaluate its impact on patient satisfaction and healthcare experiences.
Background
Personalised Care and Support Planning (PCSP) refers to a systematic series of facilitated conversations between a person or primary caregiver and healthcare professionals (HCPs). It replaces traditional outpatient consultations, empowering patients to be the primary decision-makers in their healthcare.
Methods
26 complex patients from IMC were selected for PCSP recruitment in January and February 2023. They were assigned to a Primary Coordinating Doctor (PCD) and briefed about PCSP. Patients and/or caregivers received a 'My Living Well Plan' booklet and phone reminders to prepare for PCSP conversations.
Results
19 PCSP conversations were successfully conducted. All participants completed the CARE Measure questionnaire, with 89.5% indicating the importance of CARE Measure areas for PCSP. The average score was 46.6 out of 50, demonstrating high interpersonal quality in PCSP encounters.
Conclusion
PCSP fundamentally changes the roles of patients and PCDs, valuing patients as primary decision-makers. It improves patient satisfaction and overall healthcare experiences.
Lessons Learnt
The implementation of PCSP highlighted the importance of patient empowerment and the positive impact on patient-provider relationships.
Keywords
Personalised Care, Support Planning, Healthcare Plans, Empathy
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | Khoo Teck Puat Hospital, Yishun Health, NHG Health |
Platform(s) | National Healthcare Group Quality Improvement |
Healthcare Professional Group(s) | Healthcare Administration, Medical |
Applicable Specialty or Discipline | General Practice |
Project Lead(s) | Sabrina Toh Ee Ping |
Project Member(s) | Angie Lim Hui Li |
Connect with this contributor!
KTPH & YCH Innovation & Improvement (I&I) Office - i-i@ktph.com.sg
Project Attachment
796_KTPH_IMC 2025_The_role_of_Personalised_Care_N_Support_Planning_in_IMC.pdf