Addressing Concern Over Long Wait At Polyclinic

REACH contributor Mas Ttan had expressed concern over having had to wait for over two hours when she had visited the polyclinic at Bukit Batok with her unwell two-year old son. She urged that in future, arrangements be made in directing parents with unwell children below the age of 7 to a priority queue to reduce the waiting time. Further, she suggested  having a separate waiting area for vulnerable individuals such as older folks and parents with unwell children. 

The Ministry of Health and National Healthcare Group Polyclinics have provided their replies below, respectively:

Dear Mas, thank you for your feedback. To ensure a more convenient experience for you and your child, you may wish to consider using the polyclinics’ Online Appointment System during your next visit. You may make a same day appointment online at Bukit Batok Polyclinic if you are registered under their system - only your NRIC and mobile number is required.

Separately, we wanted to share on the Community Health Assist Scheme (CHAS), which allows lower- to middle- income households to enjoy subsidies at participating CHAS GP and dental clinics. Do feel free to check out the scheme details and eligibility criteria at We hope this is helpful for you!

Corporate Communications Division
Ministry of Health

Dear Mas Ttan,

We refer to your feedback “Long Wait at Polyclinic for Baby” (9 October 2015) posted in REACH forum where you shared about your two-hour waiting time at Bukit Batok Polyclinic with your two-year old son. We have been trying to get in touch with you to better understand your experience at the polyclinic. 

The National Healthcare Group Polyclinics (NHGP) is committed to providing quality and accessible primary healthcare services to our patients. Across our nine polyclinics, we serve a high volume of patients on a daily basis. However, we give registration priority for the elderly aged 80 years old and above as well as infants aged 2 months and below. Walk-in patients requiring urgent medical care will also be given priority for medical care.  

We have been encouraging our patients to book their appointments via the Appointment System which enables patients to make same-day appointments through the NHGP website (, ‘miHealthcare’ mobile app or via NHGP’s Contact Centre. With this, patients only need to come to the polyclinic closer to their estimated consult timing, allowing them the convenience of resting at home instead of waiting at the polyclinic. 

We hope to be able to speak to you and discuss this in greater detail. Please feel free to contact us at 6496 6767.

We thank you for your feedback and seek your understanding as we continuously improve patient experience to serve you and your son well in a conducive and comfortable environment. 

We wish you and your family the best of health.

Tracy Gan
Deputy Director, Service Leadership & Patient Relations Department
Operations Division
National Healthcare Group Polyclinics

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