Authors (including presenting author) :
Yim KYE(1), Cheng YS(1), Chiu KMA(1), Wong CW(2), Chan NW(3)
Affiliation :
(1) Health Resource Centre, (2) Hospital Quality & Safety Office, (3) Patient Relations Office, Ruttonjee and Tang Shiu Kin Hospitals
Introduction :
According to the Vision, Mission and Values of Hospital Authority, providing patient-centred care is one of the strategic foci to improve service quality and optimize demand management. Health Resource Centre(HRC) is also playing a vital role in facilitating the communication between patients and the hospital. In this connection, HRC has organized Patient Focus Group and Patient Forum since 2017 in collaboration with Hospital Quality & Safety Office as a platform to gather the opinions from patients in different areas, e.g. service, facilities, patient’s right & responsible and information provided.
Objectives :
1. To facilitate the communication between patients and hospital management 2. To improve the quality of hospital service
Methodology :
With the involvement of Patient Relations Office and graduates from Patient Partnership in Action Program, patients’ feedback was collected at Patient Focus Group and conveyed towards various departments with support from management at Patient Forum. Improvement measures were further discussed and implemented. Moreover, satisfaction survey was designed to measure the overall satisfaction of patients, who participated in this program, regarding the arrangement of Patient Focus Group and Patient Forum.
Result & Outcome :
Since 2017, over a hundred of feedback was collected and various improvement measures were implemented, such as revamping the design and content of hospital feedback form and installation of an additional suggestion box at the lift lobby of LG3. Over 200 participants had attended the Patient Focus Group and Patient Forum in the past three years. Over 90% of them completed the satisfaction survey and all of them were satisfied with the program. To conclude, Patient Focus Group and Patient Forum at RTSKH was useful in: 1. facilitating the communication between patients and hospital management 2. improving the quality of the hospital service
