Using FormSG and Plumber to Bridge Communication Gaps and Enhance Productivity in SGH Emergency Medicine Dep
Care Process & Redesign
Technology
Singapore Healthcare Management Congress
SingHealth
11 February 2026
To enhance communication efficiency and minimise information gaps between DEM stakeholders. The implementation of a new communication system improved the communication efficiency in SGH DEM.
Year Submitted: 2025
Published Date: 11 February 2026
Tags: Care Process ＆ Redesign, Technology, Digital Platforms, Workflow Redesign, Productivity, Time Saving, Quality Improvement
About this Content
Aims
To enhance communication efficiency and minimise information gaps between DEM stakeholders. To reduce administrative burden on clinical staff.
Background
SGH DEM relied heavily on manual forms and notes for communication between clinical and administrative staff. These were often time-consuming and prone to errors. With the impending relocation to the Emergency Medicine Building (EMB), a multi-level facility, there was an urgent need to streamline the communication processes.
Methods
A new digital system for communication was implemented using FormSG and Plumber integration, replacing manual workflows. The solution features a centralised DEM Ops FormSG Landing Page, processes the information and informs Ops team through Email or Tiles. Nurses select 1 of the 5 available forms for submission, providing the necessary details for each request. The solution provides mandatory fields to ensure complete information capture, real-time notification alerts, and status tracking capabilities.
Results
The effectiveness of the new system was assessed through potential time savings and user satisfaction. The pilot began with TCU requests on 16 Oct 2024, and the other forms came onboard on 10 Feb 2025. Over 5,700 TCU Requests processed, 570 Nursing Requests facilitated, and over 600 man-hours saved. Survey was done on 95 nurses and 15 PSAs. Overall user satisfaction was 93%, and 89% found the Landing Page user-friendly.
Conclusion
The implementation of a new communication system improved the communication efficiency in SGH DEM. This systematic approach to information sharing demonstrated the value of transformation in healthcare administration, leading to better communication channels and reduced administrative burden on clinical staff.
Lessons Learnt
The system has reduced the information gaps and need for clarifications on handwritten memos with the nurses.
Keywords
communication, productivity, emergency medicine, digital system, FormSG, Plumber
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 | Emergency Medicine |
Project Lead(s) | Looi Yee Hark |
Project Member(s) | Joanne Tan Ming Xiang |
Connect with this contributor!
Looi Yee Hark - singaporehealthcaremanagement@singhealth.com.sg