What It Is
1 Queue 1 Payment (1Q1P) is an integrated queue and payment system that generates one slip with one queue number and all service points listing the patient's itinerary for their appointments, and one consolidated payment at the end. The solution streamlines processes and creates a hassle-free experience for patients.
Background
1Q1P is currently used at Singapore General Hospital (SGH) (Diabetes & Metabolism Centre), National Heart Centre Singapore (NHCS), Changi General Hospital (CGH) Integrated Building, Singapore National Eye Centre (SNEC).
The success of 1Q1P system in NHCS has become a SingHealth and Eastern Health Alliance (EHA) cluster wide project. It has been implemented in SGH Lifestyle Improvement and Fitness Enhancement (LIFE) Centre and Musculoskeletal Centre (MSC) in August 2015 and will be implemented in phases in SNEC and National Cancer Centre Singapore (NCCS).
How It Works
The 1Q1P system simplifies the outpatient experience and integrates various services into a seamless process for patients, typically eliminating 3 queues and 2 payments from the previous system, making the experience smoother and more efficient.
'1 Queue 1 Payment' slips are generated when patients scan their appointment or identity cards at specific self-registration kiosks. Tickets are printed with one queue number for the patient's entire day's visit, and patients can expect to make only one payment at the end of the day.
Services that used to be clustered by departments are now decentralised. Patients now undergo processes such as an ECG, consultations, processing their claims, within the same level, using the same 1Q1P ticket. The convergence of services is especially convenient for wheelchair users and the growing elderly population.
The pharmacy will be the last stop for most patients prescribed medication, so they can pick up their medication on their way out. Patients enjoy shorter waiting times at the pharmacy as their medications will be packed while they make payment and schedule their next appointment.
Benefits
For Patients
By consolidating multiple payment points to create a seamless experience for patients, the 1Q1P system has saved patients an average of 15 minutes in queuing/re-queuing and making multiple payments.
A hassle-free experience is provided for patients with their personalised journey plan printed on the 1Q1P slip. They are also empowered to register for clinic services without having to queue up at the registration counters, reducing crowds at the registration area.
For Staff
The 1Q1P system electronically transfers orders to the Pharmacy, allowing the improvements of workflows with concurrent packing of medication and payment or scheduling of appointments.
Connected to the Outpatient Management system, hospital management are provided with intelligent tracking of the queue traffic, alerts of bottlenecks, and data analysis for resource optimisation.
