National University Health System (NUHS) is one of three public healthcare clusters in Singapore, and an integrated Academic Health System and Regional Health System that delivers value-driven, innovative and sustainable healthcare in Singapore. NUHS has utilized outsourced partners across the member institutions under one Academic Health System, to enhance operational care delivery in areas such as housekeeping, linen, laundry, security, and facilities management.
These services are crucial for maintaining patient care standards and ensuring a positive patient experience. However, NUHS faced challenges in assessing partner performance, often relying on manual reviews of vendor reports, which could delay the detection of service lapses affecting patient care. To address these issues, NUHS developed the Compliance Review enabled with Data Analytics (CReDA) initiative to simplify and automate the manual compliance review process, to improve productivity and efficiency.
CReDA has been implemented across various domains, leading to better vendor management and Key Performance Indicator (KPI) tracking. With better vendor management and KPI tracking, this promotes swift detection of service lapses and intervention for service recovery, ultimately improving patient satisfaction.
