Conveniently manage radiology appointments through this hotline

11/6/2024 4:05:00 PM | Singapore Health

The article is contributed/written by

Radiology tests, such as X-rays, CT scans, and MRIs, are vital diagnostic tools that provide critical insights necessary for medical decision-making. Typically, patients are scheduled for these scans prior to their consultations with doctors, making timely and accurate appointment scheduling essential.

The Radiological Sciences SingHealth Appointment Rescheduling and Cancellation Hotline (RSS ARCH) handles 400–500 calls daily to reschedule and cancel patients’ radiology appointments and queries. This can go up to 700 when the call volume surges on Mondays or after a long weekend. The physical setup of the RSS ARCH is purpose-built.

The dedicated RSS ARCH supports patients from Singapore General Hospital (SGH), Changi General Hospital (CGH), Sengkang General Hospital (SKH), KK Women’s and Children’s Hospital (KKH), National Heart Centre Singapore (NHCS) and the National Cancer Centre Singapore (NCCS), handling the rescheduling of their Radiological appointments and the linked specialist outpatient clinic appointments.

Previously, the task of rescheduling and cancellation of Radiological appointments was managed independently by each hospital’s Radiology department. Each department operated with its own telephone number and workflow with little opportunity to access to advanced call system automation and functionalities. Staff, often already busy with counter duties and patient care responsibilities, found it challenging to also manage increasing volume of incoming calls requesting for appointment rescheduling and cancellation, resulting in high dropped calls and poor caller experience.

Recognising the need for a consolidated and more patient-centric appointment scheduling service, the RSS ARCH was established. Meticulous planning began in 2022 with the design and renovation of a new consolidated call centre based at Connection One, a series of road shows was convened to engage the various Radiology departments and respective staff to join RSS ARCH, which officially commenced operations on 17 February 2024.

RSS ARCH is staffed by a team of professionals, pooling experienced staff members internally from the Radiology departments of SGH, CGH and SKH together with newly recruited call agents. RSS ARCH staff are upskilled with training to handle two appointment systems – the specific hospital's general appointment system and the Radiology appointment scheduling system – ensuring that the patient inquiries of all 6 institutions are managed efficiently and seamlessly.

Each cubicle is ergonomically designed to accommodate two monitors, facilitating seamless multitasking for the staff. Additionally, each workstation includes a mirror so that staff can regularly check and maintain a positive and friendly expression. Smiling while speaking on the phone has been shown to positively influence the tone of voice, making communication more pleasant and engaging for better caller experience.

By centralising appointment management, the RSS ARCH serves several key purposes:

• streamlining communication and appointment rescheduling

• ensuring consistent and seamless patient experience

• facilitating easier resource management and load balancing

• promoting and supporting SingHealth’s Joy@Work initiative with upskilling opportunities and better employee engagement due to improved system automation and functionalities

The RSS ARCH hotline number is 6789 8883. Its operating hours are 8.30am–5.30pm from Mondays–Fridays, and 8.30am–12.30pm on Saturdays; it is closed on Sundays and Public Holidays.

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