Voicebot: An Automated Pre-Operation Calling System for Day Surgery and Same Day Admission Patients
Care Process & Redesign
Singapore Healthcare Management Congress
SingHealth
31 December 2023
To automate pre-operation calls for day surgery and same-day admission patients to reduce nursing workload. Voicebot proved effective in reducing workload and enhancing patient experience with potential for wider applications.
Year Submitted: 2023
Published Date: 31 December 2023
Tags: Care Process ＆ Redesign, Productivity, Manhour Saving, Value Based Care, Patient Satisfaction
About this Content
Aims
To automate pre-operation calls for day surgery and same-day admission patients to reduce nursing workload.
Background
Pre-op screening calls consumed 32 hours/day across six nurses, limiting resources.
Methods
Developed and trained a voicebot to handle pre-op calls, providing FAQs and instructions with follow-up verification by nurses.
Results
Reduced pre-op nursing workload by 68.5%; achieved 100% triage accuracy and high patient satisfaction.
Conclusion
Voicebot proved effective in reducing workload and enhancing patient experience with potential for wider applications.
Lessons Learnt
Automation in repetitive tasks improves accuracy and efficiency but requires adjustments for diverse user needs.
Additional Information
Singapore Healthcare Management Congress 2023 – Merit Prize (Operations category).
Keywords
Voicebot, Pre-Op Automation
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | KK Women and Children Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration, Nursing |
Applicable Specialty or Discipline | Obstetrics and Gynaecology, Paediatrics |
Project Lead(s) | Chee Li Li |
Project Member(s) | Chia Soon Noi |
Connect with this contributor!
Chee Li Li - singaporehealthcaremanagement@singhealth.com.sg