Revolutionizing Records: RPA at SMC

Summary

Samsung Medical Center (SMC) has implemented robotic process automation (RPA) to streamline medical records issuance, reducing wait times to just five minutes. This automation has significantly improved patient experience, increased efficiency, and reduced operational costs. The innovative use of RPA demonstrates SMC’s commitment to leveraging technology for better patient care.

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** Main Story**

RPA Transforms Medical Records Issuance at Samsung Medical Center

Samsung Medical Center (SMC) in Seoul, South Korea, has achieved a remarkable feat in healthcare technology by implementing robotic process automation (RPA) to streamline its medical records issuance process. This innovation has drastically reduced patient wait times for medical records from hours to a mere five minutes, marking a significant improvement in patient experience and operational efficiency. This advancement highlights the growing role of AI and automation in reshaping the medical landscape.

The Challenge of Traditional Records Retrieval

Traditionally, obtaining medical records in South Korea involved a cumbersome process. Patients often had to visit the hospital in person, endure long wait times, and navigate complex administrative procedures. This created substantial inconvenience, especially for those with mobility issues or residing in remote areas. The manual handling of records also placed a significant strain on hospital staff and resources. Dr. Poong-Lyul Rhee, EVP and Chief Data and Digital Officer at SMC, acknowledged these inefficiencies, emphasizing the limited accessibility and operational burdens associated with traditional methods. Patients needing records for insurance claims, consultations, or personal use faced significant hurdles, including potential return trips due to incomplete documentation.

SMC’s Phased Approach to Automation

Recognizing the need for change, SMC adopted a phased approach to modernize its medical records system. Initially, they launched South Korea’s first online medical records issuance system in 2019. While a step forward, this system still suffered from manual processing bottlenecks, resulting in wait times of up to two hours. To tackle these limitations, SMC embarked on a series of improvements:

• Mobile and PDF Integration: The introduction of mobile access and PDF generation capabilities significantly reduced average wait times from 50 minutes to 10 minutes, increasing accessibility and convenience.
• Workflow Streamlining: Complex manual processes underwent integration, reclassification, and streamlining, leading to standardized workflows and improved efficiency.
• RPA Implementation: In a pioneering move in 2023, SMC became the first hospital in South Korea to implement RPA for online medical records issuance. This automation eliminated the remaining manual steps, resulting in the remarkable five-minute wait time. As part of this automation, an auto-tracking feature was also introduced to notify staff about incomplete records, further improving efficiency.

Reaping the Rewards of Automation

The results of SMC’s RPA implementation have been impressive:

• Increased Online Issuance: The rate of online record issuance has surged from less than 10% to over 30% following the full automation implemented in October 2024.
• Reduced Wait Times: Average wait times have plummeted to approximately five minutes, with a remarkable 0% error rate.
• Cost Savings: The hospital has realized annual savings of 40 million won (approximately $27,000 USD as of April 28, 2025) in paper and toner costs and an additional 50 million won (approximately $34,000 USD as of April 28, 2025) through labor redistribution.
• Enhanced Patient Satisfaction: Fewer patient complaints and overwhelmingly positive feedback highlight the improved patient experience.
• Environmental Benefits: The reduction of approximately 4,056 tons of carbon dioxide emissions, equivalent to planting 610,000 trees, demonstrates the positive environmental impact of this initiative.

A Model for the Future of Healthcare

SMC’s successful implementation of RPA serves as a compelling example of how AI and automation can revolutionize healthcare processes. By embracing these technologies, healthcare institutions can improve patient experience, streamline operations, reduce costs, and create a more sustainable future. This achievement aligns with SMC’s broader commitment to smart healthcare, as evidenced by their HIMSS Quadruple Stage 7 validation, a testament to their advanced digital maturity. The “Connect & Thru” concept, prioritizing patient-centric services for convenience, speed, and efficiency, exemplifies SMC’s dedication to leveraging technology for a better healthcare experience.