Why queue when you can Drop & Go?
Care Process & Redesign
Technology
Singapore Healthcare Management Congress
SingHealth
31 December 2018
Reduce waiting times at SGH SOC payment counters by 15%. Drop & Go reduced queues, enhanced flexibility for patients, and increased mobile payment adoption.
Year Submitted: 2018
Published Date: 31 December 2018
Tags: Care Process ＆ Redesign, Technology, Quality Improvement, Productivity, Waiting Time, Operational Management, Financial Management, Digitalisation, Digital Health, Digital Apps, Financial Services/FinTech, Mobile Health, Digital Platforms
About this Content
Aims
Reduce waiting times at SGH SOC payment counters by 15%.
Background
Long queues at SOC payment counters caused delays and inefficiencies, requiring a streamlined solution.
Methods
Piloted "Drop & Go," allowing patients to leave without waiting in line for payment. Bills and appointment details were sent later.
Results
Reduced waiting times by 16%, with 83% of bills paid within two weeks. Staff reported improved workflows and patient satisfaction.
Conclusion
Drop & Go reduced queues, enhanced flexibility for patients, and increased mobile payment adoption.
Lessons Learnt
Simplified processes lead to better patient experiences and greater staff efficiency.
Additional Information
Singapore Healthcare Management 2018 – Highlighted Initiative for Process Improvement.
Keywords
Process Improvement, Productivity, Digital Payment, Multi-Disciplinary Collaboration.
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 | Healthcare Administrators |
Project Lead(s) | Eugene Sim |
Project Member(s) | Lee Fook Yuan |
Connect with this contributor!
Eugene Sim - eugene.sim.j.y@sgh.com.sg