Use of IPAD by Patient Greeters at Level 2 Gantry and Kiosk
Care Process & Redesign
Technology
National University Health System Quality Improvement
National University Health System
31 December 2019
Reduce the need to direct patients and visitors requiring assistance to Level 1, improving visitor experience and. iPads provided mobility and efficiency, allowing greeters to offer quick and effective support to visitors at Level 2.
Year Submitted: 2019
Published Date: 31 December 2019
Tags: Care Process ＆ Redesign, Technology, Quality Improvement, Job Effectiveness, Value Based Care, Patient Satisfaction, Patient Reported Experience Measures, Access To Care, Waiting Time, Information ＆ Communication Technology, Other ICT
About this Content
Aims
Reduce the need to direct patients and visitors requiring assistance to Level 1, improving visitor experience and registration time.
Background
Visitors faced delays as they needed to be redirected to Level 1 for registration, causing inconvenience and long waits.
Methods
Piloted use of iPads for patient greeters at Level 2 to assist with visitor registration and inquiries. PDSA cycle implemented.
Results
Reduced registration assistance time to 2 minutes. Visitors no longer redirected to Level 1, improving satisfaction.
Conclusion
iPads provided mobility and efficiency, allowing greeters to offer quick and effective support to visitors at Level 2.
Lessons Learnt
Technology adoption enhanced staff efficiency and improved visitor experience without increasing headcount.
Keywords
Patient Experience, Technology Adoption, PDSA, Visitor Registration
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 |
Applicable Specialty or Discipline | Patient Service Associate, Healthcare Administrators |
Project Lead(s) | Karen Khong |
Project Member(s) | Gwendolyn Shepherdson |
Connect with this contributor!
Karen Khong - Karen_khong@nuhs.edu.sg
Project Attachment
65_NTFGH_QM_2019_Use_of_IPAD_by_Patient_Greeters_at_Level_2_Gantry_and_Kiosk_combine.pdf