Authors (including presenting author) :
Leung NY, Tsui LK, To YS, Yip PY, Tsang TW, Fung YH, Kwok ML, Man WK
Affiliation :
Department of Physiotherapy, Caritas Medical Centre
Introduction :
With modernized facilities of Physiotherapy Department after second phase of redevelopment project of Caritas Medical Centre, it optimizes Physiotherapy Out-patient Department (OPD) service to about 40000 attendances in Kowloon West Cluster per year. In the new Physiotherapy Department, patients need to walk a long corridor between registration area and consultation rooms. Moreover, a queuing system aims at protecting patients’ privacy has been used but some of our clients might find it difficult to understand, resulting in our staff spending extra time for explanations and clarifications. In order to improve operational efficiency and to promote the understanding of the queuing system operation among patients, a continuous quality improvement project has been done. It involves: (1) setting up patient visual cue in registration waiting area and Physiotherapy OPD (2) displaying a demonstration video with Chinese subtitles in physiotherapy waiting lobby.
Objectives :
1. To increase the understanding on the queuing system operation among patients 2. To streamline patients’ registration and appointment booking procedures 3. To smoothen both clinical and clerical staff clinical workflow 4. To build up pre-consultation preparation awareness of patients
Methodology :
Floor indication was used to show the location of physiotherapy registration area, physiotherapy consultation rooms and physiotherapy training areas. A 5-minute video with Chinese subtitles was prepared in April 2019. Design of the video was based on the feedback from OPD Physiotherapists, supporting and clinical staff, and continuous feedbacks from OPD patients. The video was displayed in physiotherapy waiting lobby to demonstrate cues to patients on (1) the orientation of Physiotherapy Department, for example registration and waiting area, (2) registration and appointment booking procedures, (3) interpretation of queuing numbers, (4) “dos and don’ts” at pre-physiotherapy consultation and during treatment. Patient satisfaction survey was designed and conducted by Physiotherapy Out-patient patients since May 2019.
Result & Outcome :
Patient satisfaction survey was conducted to evaluate the effectiveness of the enhancement measures. Total 55 questionnaires were collected during the period. 98.1% of patients were satisfied with the video in helping them to understand the registration and booking procedures of physiotherapy out-patient department. 98.2% patients expressed the video cues could facilitate them on pre-consultation preparation and taking precautions while receiving physiotherapy trainings. 98.1% of them agreed that the content of the video was easy to understand and the duration of the video was suitable. In addition, oral feedbacks from OPD physiotherapists, clerical and supporting staff were reviewed. All clinical staff was satisfied with the overall outcomes of the enhancement measures. These measures could reduce the time for repeated explanation of the queuing system, registration and appointment booking procedures to patients. Therefore, time for physiotherapists to deliver treatment increased. Clear indications of physiotherapy registration area, waiting area and consultation rooms could enhance operational efficiency and increase pre-consultation preparation awareness of the patients.
