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
| Touchpoint | Customer Activity | Pain Point | Solution |
| SEO – Website Search | Searching for healthcare options online | Difficulty finding specific information | Improve website SEO and provide comprehensive information |
| Social Media and Reviews | Checking social media and reading reviews | Concerns about the quality of care and experiences | Engage with patients on social media and respond to reviews |
| Conferences & Workshops | Participating in hospital conferences & workshops | Limited awareness of available conferences and workshops | Promote hospital events to raise awareness |
| Volunteer Services | Engaging with hospital volunteers | Limited awareness of available volunteer services | Promote volunteer services and their positive impact on patients |
| Newsroom | Staying updated with hospital news and updates | Limited awareness of hospital news and events | Enhance newsroom and provide regular updates and announcements |
CONSIDERATION
| Touchpoint | Customer Activity | Pain Point | Solution |
| Pre-Visit Communication | Interacting with the hospital through phone or email | Delayed or inadequate responses to inquiries | Improve response times and ensure comprehensive information |
| Appointments | Scheduling appointments with healthcare providers | Difficulty finding suitable appointment times | Implement online appointment scheduling and offer flexible options |
| Website Information | Seeking information on the hospital website | Lack of information about hospital procedures and policies | Provide a comprehensive and user-friendly website |
| Virtual Ward Tour | Taking a virtual tour of hospital facilities | Limited availability of virtual tour information | Promote virtual tour opportunities to interested patients |
CONVERSION
| Touchpoint | Customer Activity | Pain Point | Solution |
| Registration and Check-in | Checking in for hospital visits | Long wait times and confusing check-in process | Streamline registration and check-in procedures |
| Financial Counselling | Seeking financial counselling and assistance | Confusion about financial matters and billing | Offer clear and personalized financial counselling services |
| Discharge | Completing the hospital discharge process | Uncertainty about post-discharge care and instructions | Provide comprehensive post-discharge information and support |
| Video Consult | Conducting medical consultations via video | Technical difficulties and issues with video consult | Ensure seamless and user-friendly video consultation platform |
| Informed Decision-Making | Understanding treatment options and decisions | Confusing medical jargon and lack of clarity | Improve patient education and communication of treatment plans |
LOYALTY
| Touchpoint | Customer Activity | Pain Point | Solution |
| Quality of Care and Safety | Experiencing quality care and safety measures | Concerns about medical errors or infection risks | Emphasize commitment to patient safety and quality care |
| Compassionate Care | Receiving empathetic and compassionate care | Feeling devalued or dismissed during interactions | Train staff in empathy and compassionate communication |
| Communication and Follow-up | Receiving clear communication and timely follow-up | Lack of communication or follow-up after discharge | Improve post-discharge communication and follow-up protocols |
| Volunteer Services | Engaging with hospital volunteers | Limited awareness of available volunteer services | Promote volunteer services and their positive impact on patients |
| Patient Financial Services | Accessing patient financial services | Confusion about financial matters and billing | Improve clarity and accessibility of patient financial services |
| Personal Assistant for Surgery | Receiving assistance during the surgery process | Limited information and support during surgery | Offer personalized assistance and support during surgery |
ADVOCACY
| Touchpoint | Customer Activity | Pain Point | Solution |
| Patient Feedback and Surveys | Participating in hospital surveys and feedback | Lack of follow-up or action based on feedback | Actively respond to patient feedback and make improvements |
| Social Media Sharing | Sharing positive experiences on social media | Concerns about privacy and negative feedback | Provide social media guidelines and monitor brand mentions |
| HealthBuddy App | Utilizing the HealthBuddy App | Limited awareness of available app features and benefits | Promote 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.
