QUALITY

IMPROVEMENT
INTERVENTION

CASE

58 years old, Mrs F, referred to the hospital after having intermittent

fever, severe weight loss (10kg), and knee pain for more than 1
month.

No known medical illness but her mother died of blood cancer

Went through several blood tests, CT scans, MRI

She was told she has a lesion on her spleen. None of the doctors
explained about the results except for there is a lesion at the spleen.
Instead, they only discuss on the treatment and their management
plan with the patient leaving the patient in fear of cancer.

AIM

To improve patient experience and quality of life.

To encourage a better communication between health care

provider and patients.

To strengthen the relationship between health care provider and

patients.

Changes
Experience and
quality of life

Communication

Remember to
explain results to
patient
Regular training
Standardised work
processes
Use constraints and
forcing functions
Avoid reliance on
memory

Provide a simple
feedback form bank
Ask whether we
have address
patients ICE
Do not use jargon
provide a list of
jargon and way to
explain it.*

Strengthen
relationship
checklist
Make sure doctors
have ask for
consent before a
test is ordered.
Involve patients in
plan management
and treatment

Measures

Satisfactory feedback form

Checklist before ending the consultation/session

Checking on attendance for regular training

Provide a list of jargon explained in layman term