- Alexandra Hospital
Need for quick
response to patients
of documents impedes customer service
Tedious and time
consuming of filing documents from
the clinical laboratory
Huge amount of
storage space needed for documents
from the clinical laboratory
Canon's DR 6080
service through faster response
to customer queries
Canon's Dr 6080
scanning speed of 126 images per
minute at 300 dpi helped to quickly
archive the hardcopy service request
manual filing and retrieval process
of service request forms hence saving
precious time and labor
space of forms
service had improved drastically
as our staff is now able to respond
very quickly to patients who make
|Lim Chieng Wei
is a 400-bed hospital located in the West of Singapore.
Nestled in a 110,000 sqm land, the hospital is
a picture of tranquil setting, lined with mostly
colonial style buildings built since the late
1930's. Originally built to serve the British
Military just before World War II, it became one
of the largest hospital in Singapore in the 1970's.
In the year 2000, a new management team restructured
the hospital and improved the facilities and services.
Then Minister of Health, Mr Lim Hng Kiang, termed
the restructuring process as "very successful".
Alexandra Hospital is now an acute care general
hospital with head-to-toe comprehensive services
for the patients except in the areas of Obstetrics
Alexandra Hospital believes that their patients
are the most important people in this hospital.
They put the well being, interest and convenience
of their patients before their own in everything
that they do to offer the highest level of service.
laboratory department of Alexandra Hospital conducts
various kinds of blood tests and analysis for
patient. These tests are requested by doctors
who would have to fill in the laboratory service
request forms and thereafter submit them to the
clinical laboratory where the tests are conducted.
For audit purposes, these forms have to be kept
for 2 years. As such, the staff will pack the
forms into boxes categorized by date and store
them in a 20-foot container situated next to the
hospital, which is five minutes walk away. This
container is rented by the hospital just for the
storage of these documents. Everyday, there are
about 500 forms sent into the clinical laboratory.
These large amount of documents accumulate over
the years and take up vast amounts of storage
When there is a need to find out if the patient
is billed accurately, the staff needs to retrieve
the service request forms from the container.
Although this happens only a few times a week,
it takes the staff 3 to 5 hours each time to retrieve
"The slow retrieval of the service request
forms affects customer service. Also, I
think it is very unproductive and time
consuming for our staff to spend so much
time searching for the documents," said
Lim Chieng Wei, Medical Technologist of
In order to
improve the level of customer service and increase
their productivity, Alexandra Hospital decided
to revamp the way they manage their service request
forms. Pericom Imaging (S) Pte Ltd, an authorized
distributor of Canon DR and CR scanners, recommended
a perfect solution for Alexandra Hospital.
Using Canon's DR 6080, all the service request
forms are scanned double-sided at 300 dpi at an
amazing speed of 126 images per minute. These
forms are then OCR (optical character recognize)
and subsequently archived into an E-form, which
enables easy retrieval of the forms by identification
numbers or hospital registration numbers.
"The Canon DR6080 helped us archive our documents
very quickly and with little supervision. It is
also very reliable," said Lim.
Alexandra Hospital through Canon solutions has
helped reaped the following benefits:
"Our service had improved drastically as our
staff is now able to respond very quickly to patients
who make enquiries,"
Hospital's staff can retrieve the service
request forms within seconds instead of
days, which dramatically improve customer
service and productivity!
that forms are retrieved from the staff
desktop, productivity is further improved
by eliminating the need for staffs to take
a five minute walk to the container to file
or retrieve the forms
the scanned forms are securely stored in
the software, they are shredded after scanning
which eliminates storage space for the forms.
allows multiple staff to simultaneously
access the documents which improves work
remaining documents in the container can
be removed after two years to save on rental
fee for the container.
- Improved customer service through faster
response to customer queries; from 5 hours
- Canon's DR 6080 scanning speed of 126 images
per minute at 300 dpi helped to quickly archive
the hardcopy service request forms
- Eliminated manual filing and retrieval of
service request forms hence saving precious
time and labour
- On track to eliminate the 20-foot container,
cutting the rental cost and also making way
for more space