Authors (including presenting author) :
Tong SY(1), Wong PS(1), Tam SW(1), Yim MH(1), Lee KW(1), Tebby Lee KW(2), Kelvin Mok SH(2)
Affiliation :
(1)Out Patient Service Department,United Christian Hospital (2)Information Technology Department,United Christian Hospital
Introduction :
Call-back patient for managing their abnormal investigation results is one of the most important and attentive issues in SOPD. Nurses need to mark on a log book for all call back cases and follow up accordingly. Using this traditional method, there are some feedbacks from frontline. Firstly, the procedure is time consuming and delay may be occurred during the handover. Secondly, facing the patients’ enquiry on call back issues is a problem. We always spend much time to communicate with different units to trace call-back records since every clinic has its own log book. Thirdly, the transportation of log book from point to point may incur the potential risk of data loss. Therefore, a service enhancement has been implemented since May 2020
Objectives :
1.To improve the efficiency in handling patients’ call-back issues and enquiries, also easily to track patient’s call-back records at the same platform among different clinics of SOPD 2.To streamline the phone call handling process and minimize the risk of data loss during transportation of log book.
Methodology :
Before implementation, the workflow was thoroughly discussed with staff to explore the advantages of systematization on handling call back patients starting from August 2019. A web-based platform is established for data logging and progress updating. Clinic staff were granted an access right to the system and they can enter the patients’ information from different specialist clinics. Only essential patient data would be imported, data security is governed and closely monitored by IT department. System alert for 'Cannot Contact' 'In Progress' and 'Overdue' call back cases are also indicated to ensure safety and appropriate follow up.
Result & Outcome :
The system has been commenced since May 2020 and over 13,000 call back records are inputted. Staff feedbacks were collected as below: - Enhanced efficiency and convenience of tracing patients’ call-back records - Provided patient’s service safely and consistently - Streamlined workflow - Satisfied with the system By conducting the survey, it was shown approximately 5.79 hrs/day manpower was saved. Hence, this changing was not only good to the patient, but also good for manpower saving. It provided better service in SOPD.
