Tuesday, July 20, 2021

How Apex Harmony Lodge Digitally Upgraded Their Visitor Management


Manually writing visitor’s information on a logbook is now a thing of the past at Apex Harmony Lodge (AHL). Data is now accurately stored and can be obtained at a click of a button, eliminating the hassle of going through the logbook pages just to record and retrieve visitors’ information.

The team at AHL upgraded their visitors’ management system into a digital one as they realised that a physical logbook with handwritten data not only resulted in data inaccuracy and incompleteness, but also exposed confidential information of visitors to others, since the data was visible to anyone who had access to the logbook. With this in mind, the AHL team launched the Visitor Management System (VMS) in September 2019.

VMS is a digital system that records visitors’ information and enforces security by keeping track of the coming and goings of visitors at the same time. AHL found that the VMS made the visitor registration process smoother, improved the workflow and reduced man-hours needed on admin tasks. Through the VMS, the team is able to track visitors’ details, duration of visit, and the ward and resident visited through the system at any point of time. The system also protects staff and visitors by minimising face-to-face interactions, granting a safer visitor experience amid the ongoing pandemic.

The Execution of the VMS


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Project Execution of the VMS and how the system works to benefit AHL and its visitors.

The VMS has benefited the AHL in five areas:

1. Preregistration

With the VMS, visitors can pre-register for their visit. They will then receive an email with a unique queue number and barcode for an express check-in.

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A visitor using the express check-in feature to obtain his badge.

2. Arrival

Express check-in is available to all visitors. Visitors are differentiated by repeated visitors, pre-registered visitors and designated next-of-kin. Records of these visitors are kept in the system for future visits.

3. Dashboard and Support

The VMS has a real-time dashboard that lets the staff to track the number of visitors who are arriving, mid-visit or leaving the premise. This convenience, paired with the visitors’ data in the system, allow AHL to set up an emergency evacuation process that sends an e-announcement to visitors in case of unexpected events. The staff  is also able to search for data on the VMS to generate customised reports based on the visitors’ information.

4. Departure

Visitors can easily do an express check-out by scanning the given barcodes, or keying in their mobile number or ID number. The VMS will also send visitors a notification to inform them that their visitation hours are about to end.

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A visitor keying in his mobile number to do an express check-out.

5. Notification (SMS/Email)

An SMS or an email will be sent to visitors upon successful check-ins and check-outs. These notifications can be customised for each type of visitor —  repeated visitors, pre-registered visitors and designated next-of-kin.

The VMS also has a blacklist program that automatically bars unwelcomed visitors from entering, allowing seniors to have a peace of mind while staying at AHL.

With the implementation of the VMS, the staff could better focus their attention on the daily operations and tending to clients’ needs.

The Success of the VMS

Since the launch of the VMS, the manual process involved in managing the visitors’ system has been drastically cut and has allowed AHL to achieve 50% savings in man-hours. The heightened digital efficiency also allowed for a personalised service for visitors. With workplace safety enhanced, the staff at AHL can stay compliant and handle the visitor's data properly, minimising data breach. The VMS also enables the visitation to be completely contactless amid the pandemic, minimising interactions and physical contact between staff and visitors.

Getting Help in the Implementation of the VMS

The VMS was funded by the Healthcare Productivity Fund (HPF). HPF supports quality and productivity improvement efforts of Community Care providers through technology adoption, process streamlining and demand aggregation of products and services. If your Community Care organisation is keen on similar productivity and quality improvement projects, you may tap on HPF.

More About Apex Harmony Lodge

Since 1999, AHL has provided both long-term residential care and community care services for their residents. Being the first and only purpose-built Lodge for Persons with Dementia (PWD) in Singapore, they strive to provide care through strength-based, person-centred approaches in our integrated dementia care.

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