Too long for comfort: Tackling consultation wait time at a hospital emergency department

• Main Authors: ANG, Marcus, HU, Arthur Ruey Heng, LAM, Sean Shao Wei
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2020
• Subjects: Healthcare; Service system design; Customer service; Operations Models; Scheduling; Waiting-time management; Business Administration, Management, and Operations; Health and Medical Administration
• Online Access: https://ink.library.smu.edu.sg/cases_coll_all/357; https://smu.sharepoint.com/sites/admin/CMP/cases/SMU-20-BATCH%20%5BPDF-Pic%5D/SMU-20-0027%20%5BGloria%20H%5D/SMU-20-0027%20%5BGloria%20H%5D.pdf
• Institution: Singapore Management University

In early 2019, Alan Jay, an executive in the Quality, Safety and Risk Management (QSRM) department of Gloria Hospital, a full-service hospital that specialised in children and women healthcare, had been requested to gather insights and seek improvements to the pre-consultation waits at the hospital’...