To Improve Communications With NOK on Patient’s Peri-operative Status
Care Process & Redesign
Singapore Healthcare Management Congress
SingHealth
31 December 2018
Improve communications with NOK about SGH Major Operating Theatre patients’ peri-operative status in 9 months. Effective communication enhances productivity, reduces anxiety, and achieves stakeholder satisfaction.
Year Submitted: 2018
Published Date: 31 December 2018
Tags: Care Process ＆ Redesign, Quality Improvement, Productivity, Workflow Redesign, Patient Satisfaction
About this Content
Aims
Improve communications with NOK about SGH Major Operating Theatre patients’ peri-operative status in 9 months.
Background
Staff at SGH MOT reception were overwhelmed with inquiries, leading to disruptions and decreased productivity.
Methods
Conducted root cause analysis, implemented NOK chits, set up private phone lines, and introduced SMS notifications to NOKs.
Results
Reduced interruptions at MOT reception from a median of 28 to 3 per day; NOK feedback highlighted reduced anxiety and better waiting time utilization.
Conclusion
Effective communication enhances productivity, reduces anxiety, and achieves stakeholder satisfaction.
Lessons Learnt
Clear communication and structured workflows improve patient and NOK satisfaction.
Additional Information
Singapore Healthcare Management 2017 – Shortlisted Project (Customer Experience Category).
Keywords
Workflow Redesign, Process Improvement, Patient Satisfaction.
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | Singapore General Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators, Surgery |
Project Lead(s) | Peng Jiping |
Project Member(s) | Chang Ying Theng |
Connect with this contributor!
Peng Jiping - peng.jiping@sgh.com.sg
Project Attachment
SHM_CO010_SGH_To_Improve_Comms_w_NOK_on_Patient_s_Peri_operative_Status_combine.pdf