Unorganised Telephonic Consult Workflow Between Diabetes Nurse Educator (DNE) and patients at SOC A43
Care Process & Redesign
Technology
National University Health System Quality Improvement
National University Health System
31 December 2022
Reduce non-scheduled referrals for telephonic consults to less than 5 per month. Improved telephonic consult workflow enabled better workload management and patient satisfaction.
Year Submitted: 2022
Published Date: 31 December 2022
Tags: Technology, Care Process ＆ Redesign, Digital Health, Telehealth, Tele-Consultation, Access To Care, Referral Rate, Value Based Care, Patient Satisfaction
About this Content
Aims
Reduce non-scheduled referrals for telephonic consults to less than 5 per month.
Background
Unstructured consults caused delays in reviewing HMBG records, overwhelming DNEs.
Methods
Created structured workflow, telephonic consult guidelines, and scheduled referrals.
Results
Non-scheduled referrals reduced to <5/month; 100% staff satisfaction achieved.
Conclusion
Improved telephonic consult workflow enabled better workload management and patient satisfaction.
Lessons Learnt
Structured workflows and protected time for DNEs enhance efficiency and satisfaction.
Keywords
Telephonic Consult, Diabetes Care, HMBG Reviews, Workflow Standardization
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, Nursing, Medical |
Applicable Specialty or Discipline | Endocrinology, Healthcare Administrators |
Project Lead(s) | AMasdiana Binte Mohamed Yusof |
Project Member(s) | Praveen Kaur |
Connect with this contributor!
Praveen Kaur - praveen_kaur_gosal@nuhs.edu.sg