Healthcare Product Knowledge

Importance of Staff Knowledge

• Staff should be knowledgeable about products and services to provide good patient care and to reflect well on the healthcare institution.

Ways to Increase Understanding of Products and Services

• Stay up-to-date with changes to products/services through internal communication
• Be familiar with features of each product/service and key information to answer general questions
• Understand limitations or restrictions of products/services and provide this information early to patients

Patient Satisfaction

• Provide prompt and efficient care to increase patient satisfaction
• Communicate clearly and effectively with patients to increase satisfaction

Patient Registration Process

• For first-time visitors, perform full registration by verifying personal details, referral letter, LOG, or benefits card
• For returning visitors, verify name, contact number, and address, and update details if necessary
• Inform patients about their queue number and direct them to the correct waiting area

Patient Classification

• According to MOH guidelines, there are two types of patient classification: Subsidised and Non-Subsidised/Private
• Subsidised patients are only eligible for hospital subsidies if referred by specific institutions or under specific circumstances

Payment Methods

• Various payment methods are available for patient convenience, including cashless payments, AXS, cash, HealthHub/Hospital application, and cheque
• IHiS has enhanced electronic payment capabilities to offer patients a range of digital payment options at public healthcare institutions

Categories of Patient Payments

• Four key areas of improvement for payment methods: UPOS terminals, online payments, cashless transactions with PayNow Corporate, and SGQR code

Appointment Scheduling Process

• Patients initiate the scheduling process through phone calls, online portals, or in-person visits
• Verification and information gathering, appointment scheduling, patient confirmation, preparation and coordination, and patient education are key steps in the process

Patient Education and Follow-up

• Educate patients about pre-surgery requirements, such as fasting, medication adjustments, or specific pre-operative tests
• Facilitate a smooth check-in process on the appointment or surgery day and follow up with patients after the appointment

SBAR Tool in Application

• Apply SBAR tool to communicate patient information effectively in scenarios such as Mdm Neo Kim Lian's case, requiring immediate medical attention and admission back to TC General Hospital

REDE Communication Model

• REDE is a conceptual framework for teaching and evaluating relationship-centered communication
• REDE focuses on three primary phases of relationship: Establishment, Development, and Engagement

Aging Population in Singapore

• By 2030, it is projected that 1 in 4 Singaporeans will be aged 65 and above.
• Chronic diseases, such as hypertension, diabetes mellitus, and dyslipidaemia, will become more prevalent.
• Aging has profound implications on the economy and society.

Healthcare Initiatives

• CHAS, Chronic Disease Management Programme (CDMP), and ElderShield Life were launched to assist citizens in managing chronic diseases.
• Healthcare Manpower Plan 2020 proposed three strategies to address the shortage of healthcare professionals:
  • Equip the healthcare workforce with relevant skillsets.
  • Grow a strong local core by investing in fresh school leavers and mid-career entrants.
  • Improve work environment and patient experience with technology.
• The government is building more public hospitals, releasing more land for healthcare facilities, and increasing the budget for healthcare to address the aging population.

Communicable Disease Control

• Globalization has raised the risk of importation and exportation of infectious diseases.
• The HealthHub is a one-stop online health content, information, and services portal and mobile application that provides tools to encourage citizens to adopt healthy habits and take greater ownership of their own health.

Benefits of Good Communication

• Improve teamwork and collaboration among healthcare providers.
• Increase work efficiency by conveying expectations, deadlines, and priorities.
• Create a healthy work environment where colleagues feel heard, valued, and respected.

Clinic Registration

• Manual registration process is managed by the PSA at the counter.
• Self-registration kiosk can be used to perform self-registration at the clinic.
• Documents required for registration vary depending on the type of registration (first visit or repeat visit).

Billing Errors

• Types of billing errors include:
  • Incorrect patient information.
  • Wrong charge code.
  • Medisave claim error.
  • Wrong payment mode.
• Billing errors can be prevented by double-checking patient information and vital details before confirming the entry.

Communication Models in Healthcare

• SBAR is a communication tool designed to improve patient safety by allowing staff to communicate assertively and effectively.
• The purpose of SBAR is to reduce the need for repetition and reduce the likelihood of errors.
• SBAR can be used by anyone in the healthcare setting, across different disciplines and levels of staff.
• SBAR provides the structure for the sender and recipient of the information, ensuring that the sender is not interrupted by the receiver with questions that will be answered later on in the communication.

VacciNationSG Campaign

• Launched to raise awareness of Covid-19 vaccine and combat misinformation

Challenges and Issues in Healthcare

• Healthcare financing: 3M system (Medisave, MediShield, MediFund) provides basic medical care subsidies, but individuals are expected to take responsibility for their own health
• Aging population and management of chronic diseases: increased population of residents aged 65 and above (8.7% in 2008 to 15.2% in 2020)
• Shortage of manpower
• Hospital infrastructure
• Communicable disease control

Frontline Patient Services

• Key challenges:
  • Healthcare financing
  • Aging population and management of chronic diseases

Patient Enquiry

• Importance of documenting patient's medical enquiry in their medical records
• Follow-up with the patient after their enquiry has been resolved to ensure satisfaction and demonstrate care

Types of Patients' Personal Information

• Personal identification: patient's name, age, gender, race, nationality, and copies of identification documents
• Follow-up: ongoing care and management of patient's condition

Outpatient Journey

• Stages:
  • Scheduling an appointment
  • Arrival at clinic/registration
  • Eye check/blood test/X-ray
  • Doctor's consultation
  • Collect medication
  • Payment and follow-up appointment
• Types of referrals:
  • Referred by polyclinic/GP
  • Referred by Emergency Department
  • Self-referred
  • Referred by another specialist
  • Follow-up review after admission

SBAR Communication Tool

• Originally designed for US military communication on nuclear submarines
• Applied to healthcare settings to improve patient safety
• Purpose: to communicate assertively and effectively, reduce repetition and likelihood of errors
• When to use SBAR: provides structure for sender and recipient, ensures sender is not interrupted, and helps to ensure all necessary information is shared
• Types of communication models in healthcare setting: SBAR
• SBAR components:
  • S: Situation
  • B: Background
  • A: Assessment
  • R: Recommendation