Effectiveness of Online Appointment System in Reducing Waiting Time at Polyclinics

Ms Rahayu Mahzam
MP for Jurong GRC

Question No. 2753
To ask the Minister for Health (a) what is the current average waiting time at the polyclinics; (b) how has the online appointment system helped to reduce the waiting time; and (c) how can the elderly or those who are less IT-savvy be assisted to use the online system especially if the visit is unplanned and necessitated by sudden ailment.

Written Answer

1         In 2018, the median waiting time for consultation across all polyclinics was 11 minutes, an improvement from 14 minutes in 2017.

2        Patients with chronic conditions who require regular follow-ups with the polyclinics can schedule their next appointments at the appointment counters after their clinic visits.  Individuals requiring unplanned visits necessitated by sudden ailments, can also book an appointment on the same day through online platforms such as HealthHub and the polyclinics’ online appointment systems.  Alternatively, patients can also call the polyclinics’ contact centres to schedule an appointment. With an appointment, individuals would only have to arrive at the polyclinic 15 minutes before their appointment time.

3        As we move towards digital platforms, we are mindful that there may be individuals who are unable to use the online systems, including some seniors.  For those who walk in without an appointment, there will continue to be healthcare assistants on-site to assist individuals with the registration process as well as help teach them to use online platforms.