To reduce waiting time and
queues at its clinics and
General Hospital (SGH)
has made changes to the
process for appointments,
consultations and medication collection at its
Specialist Outpatient Clinics (SOCs).
Patients at selected clinics no longer have
to wait to register for their appointments
when they arrive for their consultations, or
to pay and collect their medications after.
Almost all prescriptions will be paperless
by the end of 2022. Patients can easily
keep track of what they have collected and
the balance amount of medications via their
mobile apps — SingHealth’s Health Buddy
or the national HealthHub.
The aim is to enhance a patient’s journey
to the SOC to be as contactless as possible to
reduce the potential risk of infections.
For the less tech-savvy, SGH staff and
Infocomm Media Development Authority
officers will be onsite to help. The Patient
Financial Services’ 24-hour self-service lobby
at Block 4 is also available for bill payment
and other online services.
Self-service kiosks for bill payment,
similar to registration machines, will be
set up around SGH in the coming months,
to enable greater payment flexibility
following feedback from patients.
Getting an SOC
Appointments to SOCs are
by referral from a general
practitioner (GP), polyclinic
or other public hospitals.
This is to ensure patients
are given appropriate care
by the right specialist.
Before an SOC visit
• When the SGH call centre staff receive a
referral or appointment request, they will
call the patient within two working days to
arrange an appointment, and send an SMS or
Push Notification (PN) for Health Buddy users
to confirm the appointment details. They will
also send SMS or PN reminders seven days
and one day before the appointment.
• Patients must bring their identification
documents such as Singapore NRIC or
birth certificate and health booklet (for those
under 15 years old), passport and employment
papers for foreigners, Civil Service card for
civil servants and their dependants, and other
benefits cards or documents.
• For first consultations, patients should bring
the polyclinic or GP referral letter, medication
list, and x-ray and other investigation records
taken less than six months ago, if any. If
required, patients should also fast before
coming for a test or scan.
On the SOC appointment day
• Arrive 10 minutes before appointment time.
• Register at the self-service station or pre-register online.
For clinics that offer the mobile registration option,
patients will receive an SMS or PN to pre-register on
the Health Buddy app 90 minutes before the
appointment time, as well as real-time updates of
the queue situation via their devices.
After an SOC consultation
• Patients can leave the SOC immediately.
• They will receive their bills and details of their
next appointment via SMS or PN after 8pm the
• They can pay their bills online, or via the
HealthHub or Health Buddy mobile apps.
• They can opt for delivery of their medications
or choose to collect their medications at the
Instead of waiting at the SGH
pharmacy, patients can opt to have their
medications delivered on a preferred
date, at least three working days after
their SOC appointment. The service
is free, but there is a fee for urgent or
bulky item delivery, or re-delivery if no
one is around to receive it.
Collection can also be made from
PILBOX (Prescription In Locker Box)
or selected bluPORT lockers. PILBOX
is available at SingHealth’s Bedok,
Marine Parade, Sengkang, Punggol and
Tampines polyclinics. Medications can
also be collected at selected Guardian
Health and Beauty pharmacies at the
patient’s preferred time, date and outlet.
Patients using the medication
collection and delivery services can
Patients may be offered video
consultations. This reduces the number
of SOC visits to once or twice a year,
with a couple of video consultations in
between. Patients only need to visit the
hospital to undergo periodic lab tests or
To date, video
At SGH’s one-stop Patient Financial
Services Portal (www.sgh.com.sg/PFS), patients can pay their bills, submit
their MediSave Maternity Claim, find
information on MediSave and insurance
claims, and other money or bill-related
Patients can also ‘Ask BILLie’, an
interactive chatbot, for help with general
bill enquiries and requests.
For complex requests,
SGH staff will
Use HEALTH BUDDY
or HEALTH HUB apps
Call 6321 4377
during office hours
for more information.
SOC information provided by Mr Zhuo Weichao, Manager, and
Mr Yang Hui, Assistant Manager, Specialist Outpatient Clinics-Operations;
Ms Nge Kar Noi, Senior Manager, Call Centre and Telecommunications,
Singapore General Hospital
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