​Singapore General Hospital turns to automation to process patient feedback to speed up improvements  

Efficiency in identifying trends and actionable insights   

At Singapore General Hospital Breast Surgery Centre, Executive and RPA Citizen Developer Emelyne struggled with a predominantly manual and time-consuming process to analyse patient responses to surveys on the quality of care. Every month she could spend 12 hours just downloading and unzipping survey files. These inefficiencies delayed the identification of crucial feedback trends, slowing down decision-making and improvements in patient care.

To overcome this challenge, Emelyne and her team implemented Robotic Process Automation (RPA) to handle the repetitive tasks of downloading and organizing survey files. Now the bot automatically downloads, names, and organizes patient survey files using a standardized naming convention, eliminating manual intervention and streamlining data management.

“By automating these tedious processes, the bot frees up our team to focus on higher-value tasks,” Emelyne explains. “We can now focus on analysing the feedback to identify areas that we can act on quickly to introduce improvements.” With this automation in place, the team can process a high volume of survey files efficiently. 

Encouraged by these gains, they now plan to extend automation to data analysis, enabling faster insights and more informed decision-making in their monthly quality-of-care reports. This next step is expected to drive even greater productivity for Emelyne and her team at the SGH Breast Surgery Centre.

SGH has trained 127 Citizen Developers for RPA so far, with the goal of having at least one or two in every department.  This is an organisation-wide effort to enable her staff to use new digital tools and resources to make work more efficient and meaningful. #DigitalSGH 

Image Credit: Artificial Intelligence & Automation, Future Health System, Singapore General Hospital

Dare to shape the future of our work! 

Keen to explore how RPA can potentially automate repetitive tasks in your existing workflow?  

RPA are software bots that can be programmed to perform high-volume, tedious and repetitive tasks on its own by interacting with different systems and applications. 

RPA emulates humans interacting with digital systems and software. Just like us, these bots can 

• see what’s on a screen, 

• type on the keyboard, 

• navigate systems,   

• perform a wide range of defined actions by interacting with the user interface

Hence, RPA can be rapidly implemented to accelerate digital transformation. It's especially useful with processes that involve working on different siloed systems that are not integrated with each other.

Reach out to the *existing Citizen Developer in your division if one is available. If you prefer to get hands-on and dive straight into RPA coding yourself, explore our *introduction to UiPath programming.

 *infopedia access required

If not, get in touch with Wai Ching, our SGH RPA lead with the Artificial Intelligence & Automation team under the Department of Future Health System, at [email protected] today!

Learn more about what other SGH RPA Citizen Developers and their bots have achieved:  

Automation software takes over repetitive work  

Accountant uses automation to bring back joy at work 

Outsourcing tedious manual tasks with Robotic Process Automation

Speedy patient billing with Robotic Process Automation - Singapore General Hospital

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