Revolutionizing Patient Experience: How Samsung Medical Center is Leading Digital Transformation in Healthcare
In an era where technology meets healthcare, Samsung Medical Center (SMC) in South Korea is at the forefront, tirelessly working to automate processes that enhance the patient experience. With a mission to streamline operations, SMC leverages its in-house hospital information system, DARWIN, to revolutionize appointment management and insurance claims processing, among other functions.
Streamlining Healthcare Operations
Over the years, SMC has adopted several innovative digital platforms catering to various facets of patient care and hospital administration. These solutions encompass multiple areas, including appointment scheduling, hospital admissions, medical treatments, and nursing operations. The comprehensive nature of these systems aims to create a seamless patient journey from entry to discharge.
Achieving HIMSS Stage 7 Validation
Validation for Stage 7 of the HIMSS Electronic Medical Record Adoption Model in 2023 underscores SMC’s commitment to utilizing its Hospital Information System (HIS) to the fullest potential. This prestigious accomplishment signifies not just compliance but excellence in digital health innovation.
Identifying the Challenges: A Need for Change
Dr. Poong-Lyul Rhee, SMC’s Executive Vice President and Chief Data and Digital Officer, highlighted critical challenges faced by patients within existing medical record issuance systems in Korean hospitals. According to Dr. Rhee, these systems have been inefficient and offered limited accessibility, requiring patients to visit facilities in person to obtain medical records. This scenario posed physical challenges for those with mobility issues and inconvenienced individuals residing in remote areas.
In-Person Burdens
Patients seeking medical documentation for reasons such as insurance claims or consultations often encounter lengthy waits, as they are required to travel to the hospital multiple times. The process not only consumes time but also contributes to physical strain for many, especially when supporting documents like consent forms are incomplete.
Operational Inefficiency for Providers
Moreover, healthcare providers themselves face operational burdens linked to high in-person requests. Issues such as staffing shortages, increased physical space requirements, processing delays, and a rise in patient complaints have made conventional practices untenable.
A Vision for Improvement: The Proposal
In response to these challenges, SMC unveiled the first online system for medical records issuance in South Korea back in 2019, aiming to promote quicker, safer access to essential documents. However, the initial rollout faced hurdles. With manual processing running wait times up to two hours and applications solely accepted via personal computers, patients often found themselves scheduling separate visits just for this purpose.
Unpacking the Challenges
Dr. Rhee noted the unnecessary burdens such bureaucratic processes placed on both patients and hospital staff. When patients requested incomplete records, the lengthy cancellation process added to frustrations for all parties involved, complicating an already cumbersome routine.
Phased Implementation: Meeting the Challenge
To address these pressing limitations, SMC adopted a phased approach toward upgrading its online medical records system. Initiating enhancements, the hospital introduced mobile capabilities and PDF generation, successfully reducing average wait times drastically from 50 minutes to just 10 minutes.
Automating Processes for Enhanced Efficiency
By integrating and standardizing previously convoluted processes, SMC was able to streamline workflows and create consistent data structures. This pivot marked a significant leap forward, particularly as robotic process automation (RPA) was implemented in 2023, making SMC the first hospital in South Korea to utilize this technology for online medical record issuance.
Revolutionizing Record Issuance
Recent upgrades have led to a complete automation of the system, which now handles everything from online application verification to patient identity confirmation through AI-powered matching technology. This move eliminates multiple manual tasks, thus reducing errors and boosting processing speeds.
Introducing Efficient Workflows
Dr. Rhee explained how RPA has transformed the issuance landscape, allowing tasks such as record selection and PDF generation to occur automatically. This shift not only enhances efficiency but also elevates patient satisfaction levels significantly.
Results: A Transformative Impact
The outcomes of SMC’s persistent efforts reflect tremendous success. Online issuance rates soared from less than 10% to over 30% post-automation, with average wait times dropping to an impressive five minutes. The hospital demonstrated a remarkable 0% error rate, speaking volumes about the reliability of the evolved system.
Cost Savings and Positive Feedback
These advancements translated into substantive cost savings, approximating 40 million won ($27,000) annually in paper and toner expenses, alongside redistributing labor worth an additional 50 million won ($34,000). The reduction in patient complaints and the overwhelming positive feedback from the public emphasize the system’s successful transformation.
Environmental Impact: A Sustainable Choice
The online system has not only streamlined operations but has also contributed significantly to environmental sustainability. By cutting down on paper usage and minimizing the need for patient travel, SMC has managed to reduce approximately 4,056 tons of carbon dioxide emissions, equivalently benefiting the environment akin to planting 610,000 trees.
Looking Ahead: The Future of Healthcare
Reflecting on the digital transformation journey, Dr. Rhee affirms that SMC’s strides in AI-powered RPA are not simply about adopting new technologies; they signify a fundamental commitment to patient-centered digital innovation. The future holds possibilities for further enhancements aimed at refining both patient and staff experiences.
Conclusion: A Model for the Future
As SMC continues to lead the charge in healthcare digital transformation, its successful initiatives could serve as a benchmark for hospitals worldwide. By harnessing technology to meet patient needs more effectively and sustainably, Samsung Medical Center is not only enhancing healthcare experiences but also writing a new narrative for the future of medicine.
