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Before
After
Sharon Lim Mei Kheng, Tina Phua Yen Tin
Specialist Outpatient Clinics (SOC)
Improving Patient Communication Through
Enhanced SOC Appointment Card
Background
There are many mode of communications to promote our initiatives to increase patient awareness, but patients seldom notice them. This depends on the visibility of the banners, posters and standees. Printed materials given to patient are more impactful for communication.
Aim
To reduce patients’ need to call the clinic or call
centre when they need to reschedule their
appointment or check on what documents were
required to be brought.
Methodology
We brainstormed and noticed that patient will bring
along their appointment card for every visit as the
card reflects their follow-up appointment details.
Hence we decided to improve on the SOC
appointment card, incorporating Quick Response
(QR) code to access Health Buddy mobile
application, instructions to patients on what to bring
for every visit, and what to do in the event of
medical emergency.
Results
Clear instructions and communication to
patients, hence reducing their need to call clinics
or call centre.
Patients are able to access Health Buddy readily
through the QR code to reschedule their
appointment, hence also increasing awareness
of the application.
Information presented on the appointment card
is user friendly and convenient, thus improving
patients’ experience.
Conclusion
With more relevant information provided in the new SOC appointment card, communication to patients is
improved, and hence patients have better knowledge on what they can or are required to do with regards
to their appointment. This potentially helps to save time answering calls for the staff in the clinic and call
centre, thus staff are more focused. Overall, this initiative helps to improve operational efficiency and
also patient satisfaction level. All printed materials will be reviewed half-yearly.
Figure 1. Percentage of eAppt & mAppt utilisation for Apr 16 – Apr 17.