PREMS: From Patient Voices to Better Care

Listening, Learning, Levelling Up Care

At SingHealth, some of our most meaningful improvements begin with a simple question: “How was your experience?”. Through our validated Patient Reported Experience Measures (PREMs) surveys, patients share what worked well and where we can do better across five care settings: Outpatient, Inpatient, Emergency Department (ED), Telehealth, and Mobile Inpatient Care @Home (MIC@Home). With strong response rates across all settings, patients are helping to shape better care, one voice at a time.

Designed to be easy, accessible and available in Singapore's four official languages, PREMs focuses on the moments that matter most. Drawing on internationally validated questions adapted from Hospital Consumer Assessment of Healthcare Provider and Systems (HCAHPS) and National Research Corporation (NRC) Health, the surveys provide insights into communication, responsiveness, care coordination and the overall patient experience.

But feedback is only the beginning. Through a live dashboard, teams can quickly spot trends, celebrate what's working and identify opportunities to improve. More than a survey programme, PREMs creates a continuous cycle of listening, learning and improving, transforming patient feedback into meaningful action and helping us deliver safer, more personalised and person-centred care every day.