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Bright

bright.gov.sg/

Bright is a referral platform for hospitals, service providers, and social workers to refer citizens to Intermediate and Long Term Care (ILTC) services. The goal of the platform is to reduce the time taken for a citizen to receive the care they need. The current phase of the product enables quicker matching of citizens to ILTC service providers, and the next phase will address the end to end process from referral creation to admission.

Since 2024

Pilot

Product Overview

Team Members

1⅔PM

4⅔Engineer

1⅔Design

1Ops

Cost Per Quarter

$1,340,613

Show breakdown

$484,825

Salary

$57,896

Infrastructure

$529,551

Corporate Overhead

$209,890

Equipment, Software & Office

$58,452

Others

Service Level Metrics

65.5

Average time from referral creation to client admission (in days).

Submission time

6.6

Avg time to submit residential referrals (in days)

User

3.54

Referral source user satisfaction

2.83

Service provider user satisfaction

3.54

Case officer user satisfaction

Key Highlights

Q1 2025 Jan - Mar

Residential Services Launch (January)
- Successfully transitioned all residential Intermediate and Long-Term Care (ILTC) services referrals to Bright: • Enabled referral creation for Nursing Home, Sheltered Home, and Nursing Home Respite Care services • Introduced bed vacancy management for service providers • Implemented referral assignment capabilities for Agency for Integrated Care (AIC)
- Successfully migrated all existing referrals from the legacy system, with four rounds of data validation to ensure accuracy
Preparation for Centre, Home, and Community Mental Health Services (April Launch)
- Completed development of 14 new referral form across the new services: • Five Centre-based services • Eight Home care services • One Community Mental Health service
- Introduced two new vacancy management models to better accommodate different service needs
- Completed integration and testing with 13 service provider systems for requirements specific to the above services
Training and Support
- Trained over 5,000 healthcare professionals across Public Health Institutions, AIC, and Community Partners
System Enhancements
- Improved collaboration features: • Added ability for users to add themselves as contributors to referrals • Introduced customisable location-based email notifications • Improved referral filtering by Organisation, Service, and Location assigned • Enabled document uploads after referral closure
- Launched new AIC dashboard providing oversight of all referrals across organisations
- Added audit logs for Appeals, Downloads, and Vacancies to strengthen accountability

Q4 2024 Oct - Dec

Key feature releases for go-live for residential services in Jan:
- Referral sources can now submit referrals for Nursing Home Respite Care and Sheltered Home services
- Completed remaining referral form features such as the finances tab to help referral sources collate client’s financial situation, and appeals tab to help users better track and manage appeal outcomes
- Service Providers can now manage their Nursing Home Respite Care and Sheltered Home.
- Referral sources can now add other AzureAD users without a Bright account as contributors to a referral. These contributors will have limited access. This eases account procurement and management workflow issues.
- Referral sources can now find collaborators more easily with the search for contributors feature
- Users will now receive email notifications on key changes to referrals they are a contributor for
- AIC users can now prioritise urgent cases on waitlists & selected AIC officers can reassign cases
- Conducted 12 training sessions with ~2400 participants (AIC, PHI, service providers)
Integrations and Migrations:
- Completed integration with 5 Service Providers IT vendor systems. This allows Service Providers to process referrals on their own system.
- Completed integration with 2 hospital systems, NGEMR and SCM. Users from public health institutions can retrieve medical information for their referrals, reducing effort needed to transcribe.
- Completed integration with MFEC, ILTC, AIC360, SSNet - downstream systems that allows citizens and service providers to claim their subsidies / grants
- Conducted 12 rounds of data migration validation with users to ensure data accuracy, and fixed issues
- Migrated and onboarded all users, organisations, and locations
General maintenance:
- Refactored user permissions to be cleaner and more scalable, and service provider organisations and locations to better prep for onboarding of users,
- Rebranding of Bright - new logo and colour scheme
- Built audit logs for remaining features

Q3 2024 Jul - Sep

Key feature releases for upcoming launch:
- AIC users can now assign submitted referrals to specific service providers, and assigned service providers can accept, reject or withdraw the referral
- Progress notes for referral form
- My referrals dashboard, All referrals dashboard, Patient profile page and global referrals search for users can easily access and manage their referrals
- Refactored rehab services to be aligned with requirements for referral creation
- UX/ UI enhancements: new referral form layout, read-only view for submitted referral
Conducted multiple user testing, workshops, and UATs:
- Concept validation for vacancy and waitlist module across 5 MET service providers, and appeal module across 3 hospitals
- Concluded UAT for integration with NGEMR, tested with 3 hospitals
- Usability testing for end to end referral flow with 20 AIC users and SP assignment flow across 3 hospital teams
- Workshop to understand workflows for case assignment across multiple hospital teams and AIC HQ
Supported for engagement with Community Hospitals and Polyclinics to share on upcoming launch and transition plan
Began integration with 10 Service Providers IT vendors

Q2 2024 Apr-Jun

Changed map provider for service matcher to reduce search times for matching patients to service providers
Tested new workflow for service providers to update vacancies, and accept/ reject referrals with 5 nursing homes and 5 centres.
Conducted 2 group user testing sessions with AIC staff on referral creation content and flow.
Ran a workshop to streamline the referral form for Renal services.
Built feature that allows Nursing Home and Centre service providers to update their vacancies directly on Bright that will be used for launch.
Added features to referral form that will be used for launch: added ability to upload documents, added Resident Assessment Form (RAF) and Simplified Eligiblity Assessment (SEA)

Q1 2024 Jan-Mar

Introduce a service matcher that replaces manual match patients to service providers, reducing matching times from 5 to 15 minutes down to < 3 minutes
Extended the service matcher to medical social workers to help them in their daily work of finding service providers for their patients
Introduced activity logs to ensure track changes made on the system for accountability
Tested the new referral format with Medical Social Workers (MSWs) and AIC staff, and improved the referral form based on feedback and findings.
Ran workshops to streamline the referral form for Palliative, Befriending and Buddying services.
Ran a small-scale test with 13 AIC clients to test whether patients can self-serve when given the option. The test was successful, and plans to incorporate this feature on launch.

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