Visitor Management

Visitor Management

Visitor Management

Ren Ci Community Hospital levels up the Visitor Experience

The hospital is elevating community care with automation, enabling staff to focus on providing quality care.

Healthcare

4 min read

Ren Ci Community Hospital is elevating community care with a digital Visitor Management System. By automating reception, check-in, and queue management, staff can focus on providing quality service for patients and the loved ones visiting them.


Ren Ci, established in 1994, is a healthcare institution that provides compassionate care for patients and seniors in Singapore. Since beginning in the Chronic Disease Unit, Ren Ci’s facilities have grown to serve over 2000 patients annually. Ren Ci Community Hospital presently offers affordable medical, nursing, and rehabilitative services to support patients including underprivileged communities and the elderly.


Key Challenges


During the COVID-19 pandemic, Ren Ci Community Hospital grappled with significant challenges in managing visitors amidst constantly changing public health guidelines. Healthcare facilities that provide a vital service to the community, such as Ren Ci Community Hospital, never lack patients or visitors. Tremendous effort was required to organise and maintain the facility while ensuring that operations complied with public health guidelines. At the time, the growing prevalence of cybercrime in the Singapore healthcare industry was also of striking concern.


Ren Ci Community Hospital chose to team up with WerkDone for a solution to these ongoing issues. On closer inspection, the hospital’s troubles could be attributed to specific traits of their visitor management process.Firstly, a lot of their visitor management involved handling manual paperwork. Paper-based systems are tedious to maintain and inflexible, making it extremely troublesome to adapt operations whenever public health guidelines changed. Such systems also carry a higher risk of human error and mishandling of sensitive health data.


But the prospect of digitalising an entire hospital visitor management process was daunting, give the number of healthcare facilities that had recently fallen victim to data breaches.

The Solution


WerkDone’s solution for Ren Ci Community Hospital involved designing a customised Visitor Management System that addressed the specific needs of a complex healthcare organisation. The solution comprised software and hardware to facilitate access management.


Part of the solution involved the installation of kiosks on which visitors could use the VMS to register and book appointments. To achieve user-friendliness and functionality, we conducted several rounds of User Acceptance Testing and refinement. The kiosk display features multi-lingual options and simple user pathways for the hospital’s different visitor categories. Together, these features enabled visitors to be self-assisted throughout the arrival procedure, eliminating lengthy queues and delays at reception.


The solution also included intelligent gantries equipped with Smart Recognition Devices to manage contactless entry and exit. This helped Ren Ci Community Hospital automate and enforce their visitor policy, swiftly adapting even when COVID-19 guidelines changed. Through automated identity verification and rule-based capacity management, the system bolstered overall premise security.

Result and Key Takeaways


Since deployment in March 2023, the VMS has helped Ren Ci Community Hospital elevate day-to-day workflow efficiency. It processes over 150-200 appointments daily and completes over 20,000 instances of identity verification in a month. With the ability to differentiate between over 50 visitor categories based on visit purpose and security clearance, the system offers unparalleled flexibility and adaptability.


The VMS has also contributed to patient care through granularity in capacity and visitation rules, such as limiting the number of visitors for an individual patient or temporarily locking down a specific set of wards. With every visitor transaction being logged on a centralised management dashboard, the system enables Ren Ci to store, retrieve, and analyse data safely as needed.


Ren Ci has since implemented the solution in their Nursing Homes and Fitness Centres, and the Visitor Management System in Ren Ci Community Hospital has received specialised enhancements such as a digital Queue Management System. WerkDone continues to collaborate with Ren Ci on other Smart Healthcare projects such as an Automated Medication Management System and a senior-friendly tablet application.

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Is your company ready for

digital transformation?

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Is your company ready for

digital transformation?

Find out how we can help.