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The Singapore General Hospital Patient Journey: An Analysis

Singapore general hospital patient journey.

The Singapore General Hospital patient journey has various touchpoints that are quite common in any medical institution. That’s why, for today’s article, we have decided to analyze the Patient Journey of Singapore General Hospital to exemplify actions and initiatives that other institutions in the industry can implement in their own areas to improve patient satisfaction.

What is Singapore General Hospital, and why is it a great example of Patient Satisfaction?

Singapore General Hospital is one of the largest and oldest hospitals in Singapore. It has been a major healthcare institution providing a wide range of medical services and treatments since 1821.

SGH is a tertiary hospital, which means it offers specialized and advanced medical services, including complex surgeries, specialized treatments, and cutting-edge medical research. It serves as a referral center for patients from other healthcare facilities in Singapore and the region.

Singapore General Hospital has a rich history and has been at the forefront of medical advancements in the country. It is known for its commitment to delivering high-quality patient care and for its efforts in medical education and research. Besides providing top-notch services, this institution plays a crucial role in training medical professionals and conducting research to improve healthcare practices and develop new medical innovations.

As one of the key pillars of the Singapore healthcare system, this hospital adopts the most innovative practices in the country, such as establishing a Patient Experience Office, similar to other leading hospitals worldwide, among others.

Singapore General Hospital Patient Journey

As a benchmark of excellence in healthcare services, Singapore General Hospital has some valuable lessons and knowledge to share. Therefore, we have gathered some of its most relevant touchpoints and innovative initiatives to learn from them and draw inspiration to create your measures.

An example of what the Singapore General Patient Journey Map would look like is as follows:

AWARENESS

TouchpointCustomer ActivityPain PointSolution
SEO – Website SearchSearching for healthcare options onlineDifficulty finding specific informationImprove website SEO and provide comprehensive information
Social Media and ReviewsChecking social media and reading reviewsConcerns about the quality of care and experiencesEngage with patients on social media and respond to reviews
Conferences & WorkshopsParticipating in hospital conferences & workshopsLimited awareness of available conferences and workshopsPromote hospital events to raise awareness
Volunteer ServicesEngaging with hospital volunteersLimited awareness of available volunteer servicesPromote volunteer services and their positive impact on patients
NewsroomStaying updated with hospital news and updatesLimited awareness of hospital news and eventsEnhance newsroom and provide regular updates and announcements

CONSIDERATION

TouchpointCustomer ActivityPain PointSolution
Pre-Visit CommunicationInteracting with the hospital through phone or emailDelayed or inadequate responses to inquiriesImprove response times and ensure comprehensive information
AppointmentsScheduling appointments with healthcare providersDifficulty finding suitable appointment timesImplement online appointment scheduling and offer flexible options
Website InformationSeeking information on the hospital websiteLack of information about hospital procedures and policiesProvide a comprehensive and user-friendly website
Virtual Ward TourTaking a virtual tour of hospital facilitiesLimited availability of virtual tour informationPromote virtual tour opportunities to interested patients

CONVERSION

TouchpointCustomer ActivityPain PointSolution
Registration and Check-inChecking in for hospital visitsLong wait times and confusing check-in processStreamline registration and check-in procedures
Financial CounsellingSeeking financial counselling and assistanceConfusion about financial matters and billingOffer clear and personalized financial counselling services
DischargeCompleting the hospital discharge processUncertainty about post-discharge care and instructionsProvide comprehensive post-discharge information and support
Video ConsultConducting medical consultations via videoTechnical difficulties and issues with video consultEnsure seamless and user-friendly video consultation platform
Informed Decision-MakingUnderstanding treatment options and decisionsConfusing medical jargon and lack of clarityImprove patient education and communication of treatment plans

LOYALTY

TouchpointCustomer ActivityPain PointSolution
Quality of Care and SafetyExperiencing quality care and safety measuresConcerns about medical errors or infection risksEmphasize commitment to patient safety and quality care
Compassionate CareReceiving empathetic and compassionate careFeeling devalued or dismissed during interactionsTrain staff in empathy and compassionate communication
Communication and Follow-upReceiving clear communication and timely follow-upLack of communication or follow-up after dischargeImprove post-discharge communication and follow-up protocols
Volunteer ServicesEngaging with hospital volunteersLimited awareness of available volunteer servicesPromote volunteer services and their positive impact on patients
Patient Financial ServicesAccessing patient financial servicesConfusion about financial matters and billingImprove clarity and accessibility of patient financial services
Personal Assistant for SurgeryReceiving assistance during the surgery processLimited information and support during surgeryOffer personalized assistance and support during surgery

ADVOCACY

TouchpointCustomer ActivityPain PointSolution
Patient Feedback and SurveysParticipating in hospital surveys and feedbackLack of follow-up or action based on feedbackActively respond to patient feedback and make improvements
Social Media SharingSharing positive experiences on social mediaConcerns about privacy and negative feedbackProvide social media guidelines and monitor brand mentions
HealthBuddy AppUtilizing the HealthBuddy AppLimited awareness of available app features and benefitsPromote the app and its benefits to patients

Do You Want To Create Your Own Patient Journey?

At QuestionPro, our tailored survey solutions empower executives, staff, and patients to transform data into actionable insights. With contactless surveys, instant feedback, and stringent data security measures, we ensure that your healthcare organization thrives in delivering exceptional care.

Take the first step towards revolutionizing healthcare experiences with QuestionPro.

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About the author
Aldrin Velázquez
Head of SEO at QuestionPro. Content Creator, Digital Marketing and SEO Specialist focusing on Organic Business Growth.
View all posts by Aldrin Velázquez

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