To Increase Sign-ups for Medication Delivery through Self-Payment Kiosk (SPK) at Ang Mo Kio Polyclinic
Care Process & Redesign
Technology
National Healthcare Group Quality Improvement
National Healthcare Group
31 December 2022
To increase SPK-HD sign-ups to 15% and reduce waiting time at Ang Mo Kio Pharmacy by 20%. SPK-HD addressed key patient concerns, improving pharmacy workflows and medication delivery efficiency.
Year Submitted: 2022
Published Date: 31 December 2022
Tags: Care Process ＆ Redesign, Technology, Productivity, Time Saving, Digital Health, Digital Apps
About this Content
Aims
To increase SPK-HD sign-ups to 15% and reduce waiting time at Ang Mo Kio Pharmacy by 20%.
Background
Overcrowding and complaints in AMK pharmacy required improved medication delivery processes during the COVID-19 pandemic.
Methods
Improved service awareness via SPK-HD education, adjusted workflows, and partial medication collection options.
Results
SPK-HD sign-ups increased by 73.3%. Waiting time reduced by 27.9%. Secondary aim achieved, primary aim not fully met due to system limitations.
Conclusion
SPK-HD addressed key patient concerns, improving pharmacy workflows and medication delivery efficiency.
Lessons Learnt
Publicity and streamlined processes help reduce pharmacy congestion and improve patient experience.
Additional Information
Awarded NHG Quality Day 2022 Merit Award.
Keywords
SPK-HD, Medication Delivery
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | National Healthcare Group Polyclinics, Alexandra Hospital |
Platform(s) | National Healthcare Group Quality Improvement |
Healthcare Professional Group(s) | Allied Health, Healthcare Administration, Nursing, Medical |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Amanda Chia Jia Ying |
Project Member(s) | Yee Pey Pey Daphne |
Connect with this contributor!
Amanda Chia Jia Ying - Amanda_JY_CHIA@pharmacy.nhg.com.sg