Transforming the Patient Refund Workflow
Care Process & Redesign
National Healthcare Innovation and Productivity Medals
SingHealth
26 November 2025
Gradual reduction of cheque refunds and the eventual cessation of the usage of cheques. The system enhancement was completed with good progress from the pilot phase, leading to a successful full-scale replacement of cheque.
Year Submitted: 2025
Published Date: 26 November 2025
Tags: Care Process ＆ Redesign, Operational Management, Financial Management, Productivity, Cost Saving, Time Saving, Quality Improvement, Workflow Redesign
About this Content
Aims
Gradual reduction of cheque refunds and the eventual cessation of the usage of cheques.
Background
In 2023, SGH processes approximately half of its refunds via Cheques. However, following the Monetary Authority of Singapore's announcement to phase out the use of cheques in 2025, it is necessary to review and identify a suitable refund mode to replace cheques. SGHs current refund process is also resource-intensive and time-consuming.
Methods
Development of communication material to announce new refund method, patient education during financial counselling, system enhancement for PayNow (NRIC) refunds, pilot phase from January 2024 to June 2024, and full-scale replacement of cheque refunds in July 2024.
Results
Usage of PayNow (NRIC) for refunds has increased, while usage of cheques for refunds has reduced to approximately 1-2%. The percentage of refunds completed within 7 working days and refunds to patients has increased.
Conclusion
The system enhancement was completed with good progress from the pilot phase, leading to a successful full-scale replacement of cheque refunds with PayNow (NRIC)
Lessons Learnt
Potential workflow issues were identified, and opportunities for improvement were determined through regular feedback during the pilot phase.
Additional Information
Team collaborated with DBS to monitor unsuccessful transactions, developed a separate workflow for failed PayNow refunds, and ensured patients with failed transactions were notified to register for PayNow (NRIC).
Keywords
Refund, Workflow, PayNow, Cheques, SGH
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | Singapore General Hospital |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Phua Sheng Young |
Project Member(s) | Vivien Tang Seow Ping |
Connect with this contributor!
Phua Sheng Young - phua.sheng.young@sgh.com.sg
Project Attachment
1057_SGH_NHIP_2025_Transforming_the_Patient_Refund_Workflow.pdf