Authors (including presenting author) :
Chan WLF(1), Sally Chan(1), Ho KH(1), Human Hui (1)
Affiliation :
(1) Department of Medicine & Geriatrics, Princess Margaret Hospital
Introduction :
HA aims to enhance patient empowerment and develop collaboration between public and hospital to improve the efficiency and quality of healthcare service. PMH Medical Day Ward and Ambulatory Care Centre (ACC) serve 100 attendances every day. In the past, a manual PA system was used to call and inform patients for queue and other relevant information. Lack of information display and systemic queuing system resulted in frequent complaint and inadequate communication between patient, visitors and staffs. Besides, the former PA system led to chaotic and noisy environment in the center and comfort environment could not be maintained for patients. The Information Technology (IT) changes the healthcare delivery approach in Hong Kong. Use of AI is the global direction in service provision. A human-centered and user-friendly system, which linked up electronic payment and automatic queuing system can improve patients’ journey and their experience during attendance in the center.
Objectives :
1. Maintains effective communication between patients, visitors and staffs through electronic queuing system and information display. 2. Provides efficient queuing system that link up corporate OPAS system and Octopus reader payment system to enhance service quality. 3. Optimizes working environment and service delivery in Medical Day Ward and Ambulatory Care Centre.
Methodology :
A user-friendly electronic directory that included queuing program was installed in Medical Day Ward and ACC of PMH to provide one-stop patient-centered service. This electronic system that connecting HA corporate system was set up in Medical Day Ward and Ambulatory Care Center. An automatically queuing and attendance taking will be done once patient scanned their appointment slip at the kiosk. Patients can see the route to corresponding investigation room on kiosk screen and obtain queuing numbers reminder at the same time. There is a room indication light in front of every room, visitor can easily identify which room they will go. The kiosks only provide queuing numbers for appointment within two hours. The patients will find that it is useless to come too early and more waiting space can be released. The operation workflow is smooth and efficient while the environment of the center is improved; big queue no longer appear and the waiting area is restored to its peace and quiet.
Result & Outcome :
Starting from November 2018, the new interactive communication platform was implemented. Immediate feedback was collected from staffs and patients; corresponding system adjustment was completed accordingly. Three and six month follow-up evaluation was conducted. Patients’ and staffs’ satisfactory survey, feedback and appreciation trend were employed as the evaluation indicators. Staffs reported better communication(95%), decreased workload(100%) and enhanced working environment(100%) in the user evaluation survey； while patients’ satisfaction in service provision was increased(35%). Overall, the new user-friendly and reliable electronic directory system has shown positive results in service efficiency, daily operation effectiveness and staffs’ satisfaction.
