Healthcare Product Knowledge
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Questions and Answers

What can healthcare staff do to avoid appearing clueless about the products and services offered by their institution?

  • Stay up to date with the organisation's products/services through regular review (correct)
  • Review updates and changes to the products/services quarterly
  • Provide misinformation to patients about the products/services
  • Rely on colleagues to provide information about products/services

    • What is the importance of understanding the features of each product/service?

  • To be familiar with the limitations of each product/service
  • To ignore patient inquiries about products/services
  • To provide misinformation to patients
  • To answer general questions and provide detailed information to patients (correct)

    • What can healthcare providers do to increase patient satisfaction?

  • Provide prompt and efficient care and communicate clearly and effectively (correct)
  • Ignore patient concerns and feedback
  • Provide slow and inefficient care
  • Communicate unclearly and ineffectively

    • Why is it important to understand the limitations of each product/service?

    <p>To set realistic expectations and provide accurate information to patients</p> Signup and view all the answers

    What is an important indicator of the quality of care delivered in a medical setting?

    <p>Patient satisfaction</p> Signup and view all the answers

    How can healthcare providers ensure that patients feel listened to and informed?

    <p>By communicating clearly and effectively</p> Signup and view all the answers

    What is the primary goal of IHiS' ePay project?

    <p>To increase PHIs' operational efficiency</p> Signup and view all the answers

    What is the benefit of UPOS terminals in payment processing?

    <p>Reduced operating costs and transaction time</p> Signup and view all the answers

    What is the purpose of the SGQR code?

    <p>To combine multiple electronic payment QR codes</p> Signup and view all the answers

    What is the benefit of the online payment option introduced by IHiS?

    <p>Standardised online payment options</p> Signup and view all the answers

    What is the advantage of cashless transactions with PayNow Corporate?

    <p>Patients only need to scan a single QR code</p> Signup and view all the answers

    What is the focus of Singapore's 'Smart Nation' vision in the context of healthcare?

    <p>Enhanced electronic payment capabilities</p> Signup and view all the answers

    What should you do when a patient is visiting the clinic for the first time?

    <p>Verify their name, contact number, and address, and request their referral letter or LOG</p> Signup and view all the answers

    What type of patients is eligible for hospital subsidies?

    <p>Only Singaporeans and Permanent Residents who are referred by a Polyclinic or A&amp;E of Restructured Hospitals</p> Signup and view all the answers

    What is the purpose of verifying a patient's contact details during their visit?

    <p>To update their contact details if there are any changes</p> Signup and view all the answers

    What should you do after completing a patient's registration?

    <p>Initiate a consultation case on the system and advise the patient on their queue number</p> Signup and view all the answers

    What type of patient classification is based on the referral source?

    <p>Subsidised and Non-Subsidised/Private</p> Signup and view all the answers

    Who is eligible for hospital subsidies under the Community Health Assist Scheme (CHAS)?

    <p>Only Singaporeans and Permanent Residents who are CHAS cardholders</p> Signup and view all the answers

    What is the primary purpose of the REDE communication model?

    <p>To improve patient-centered communication</p> Signup and view all the answers

    What is a primary concern when transferring Mdm Neo Kim Lian to TC General Hospital?

    <p>Addressing her immediate medical needs</p> Signup and view all the answers

    What is the significance of the SBAR tool in communicating Mdm Neo's case?

    <p>To enhance effective communication</p> Signup and view all the answers

    What is the goal of Phase 1 in the REDE model?

    <p>To establish a safe environment and foster trust</p> Signup and view all the answers

    Why is it essential to communicate effectively when transferring patients between healthcare institutions?

    <p>To provide optimal patient care</p> Signup and view all the answers

    What is the primary benefit of the REDE model in healthcare?

    <p>Enhanced communication among healthcare professionals</p> Signup and view all the answers

    What is the primary reason for verifying patient details during the scheduling process?

    <p>To confirm the patient's insurance information and medical history</p> Signup and view all the answers

    What is the purpose of patient education during the scheduling process?

    <p>To provide clear instructions to enhance patient readiness</p> Signup and view all the answers

    Who initiates the scheduling process?

    <p>The patient</p> Signup and view all the answers

    What is the primary goal of the preparation and coordination phase?

    <p>To allocate the necessary resources for the scheduled appointment</p> Signup and view all the answers

    What is the purpose of the post-appointment/surgery follow-up phase?

    <p>To facilitate a smooth check-in process</p> Signup and view all the answers

    What is the primary consideration when scheduling an appointment or surgery?

    <p>The availability and urgency indicated by the doctor</p> Signup and view all the answers

    Match the SBAR component with its description:

    <p>S - Situation = Provide the patient's reason for admission. B - Background = Identify your name and the site/unit you are calling from. A - Assessment = Share the reason for your communication. R - Recommendation = Address the patient by name.</p> Signup and view all the answers

    Match the type of staff with when they would use SBAR:

    <p>Senior staff = Only when communicating with junior staff Junior staff = When communicating with senior staff or updating patient information All healthcare staff = Across different disciplines and different levels of staff Nursing staff = Only in critical care settings</p> Signup and view all the answers

    Match the benefit of using SBAR with its description:

    <p>Reduces likelihood of errors = Ensures the sender is not interrupted by the receiver with questions. Improves patient satisfaction = Allows staff to communicate assertively and effectively. Increases efficiency = Reduces the need for repetition. Enhances patient safety = All of the above</p> Signup and view all the answers

    Match the scenario with when SBAR would be used:

    <p>Routine check-up = When communicating patient updates to senior staff. Patient admission = When addressing patient concerns or issues. Patient transfer = When communicating patient information between healthcare settings. Lab results discussion = When discussing test results with the patient.</p> Signup and view all the answers

    Match the SBAR component with its purpose:

    <p>S - Situation = Provides context for the communication. B - Background = Provides additional information about the patient. A - Assessment = Evaluates the patient's current condition. R - Recommendation = Offers a plan of action or solution.</p> Signup and view all the answers

    A healthcare provider can ignore a patient's medical enquiry if the answer is not immediately available.

    <p>False</p> Signup and view all the answers

    Documenting a patient's medical enquiry is optional.

    <p>False</p> Signup and view all the answers

    The VacciNationSG campaign was launched to combat misinformation about Covid-19 vaccine and to raise awareness of hospital infrastructure.

    <p>False</p> Signup and view all the answers

    Following up with a patient after their enquiry has been resolved is not necessary.

    <p>False</p> Signup and view all the answers

    The '3M' system in Singapore provides subsidies for all medical care, including chronic diseases.

    <p>False</p> Signup and view all the answers

    Personal identification includes only patient's name and age.

    <p>False</p> Signup and view all the answers

    The aging population in Singapore is mainly caused by high fertility rates and decreasing life expectancy.

    <p>False</p> Signup and view all the answers

    A healthcare provider can disclose a patient's personal information to anyone.

    <p>False</p> Signup and view all the answers

    Checking in with a patient after their enquiry has been resolved is a waste of time.

    <p>False</p> Signup and view all the answers

    The percentage of residents aged 65 years and above in Singapore has decreased from 15.2% in 2008 to 8.7% in 2020.

    <p>False</p> Signup and view all the answers

    The healthcare financing system in Singapore is designed to allow inter-generational transfer of liabilities.

    <p>False</p> Signup and view all the answers

    The major challenge in healthcare in Singapore is the shortage of hospital infrastructure.

    <p>False</p> Signup and view all the answers

    Patients can register via self-registration kiosk or at the registration counter after arriving at the clinic, but not via HealthHub or hospital apps.

    <p>False</p> Signup and view all the answers

    A patient's outpatient journey begins when they arrive at the clinic for their appointment.

    <p>False</p> Signup and view all the answers

    All patients must arrive exactly at their scheduled appointment time.

    <p>False</p> Signup and view all the answers

    All referrals to a specialist must come from a primary care doctor.

    <p>False</p> Signup and view all the answers

    An outpatient journey only involves a single visit to the clinic.

    <p>False</p> Signup and view all the answers

    Outpatient care is only provided to patients who require admission to a hospital.

    <p>False</p> Signup and view all the answers

    Patients can only initiate the scheduling process through phone calls.

    <p>False</p> Signup and view all the answers

    The healthcare facility schedules the appointment or surgery based solely on the doctor's indication of urgency.

    <p>False</p> Signup and view all the answers

    Patient education is only provided during the post-appointment/surgery follow-up phase.

    <p>False</p> Signup and view all the answers

    The primary goal of the preparation and coordination phase is to ensure patient satisfaction.

    <p>False</p> Signup and view all the answers

    Verification and information gathering is only necessary for patients who have scheduled a surgery.

    <p>False</p> Signup and view all the answers

    The post-appointment/surgery follow-up phase involves educating patients about pre-surgery requirements.

    <p>False</p> Signup and view all the answers

    SBAR communication tool was originally designed by the US military for communication in hospitals.

    <p>False</p> Signup and view all the answers

    The SBAR tool can only be used by senior staff in healthcare settings.

    <p>False</p> Signup and view all the answers

    The primary goal of the SBAR tool is to improve patient safety.

    <p>True</p> Signup and view all the answers

    The 'S' in SBAR stands for 'Situation' and requires the sender to provide their name and the patient's reason for admission.

    <p>False</p> Signup and view all the answers

    The SBAR tool can only be used for patient admission and not for other situations.

    <p>False</p> Signup and view all the answers

    The SBAR tool provides a structure for the sender and recipient of the information, ensuring that the sender is interrupted by the receiver with questions.

    <p>False</p> Signup and view all the answers

    Study Notes

    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

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