Authors (including presenting author) :
Lui CT(1), Leung Q(2), Tong S(3),Fong Y(3), Wong C(3)
Affiliation :
(1)Accident and Emergency Department, Tuen Mun Hospital, (2) Nursing Services Division, Tuen Mun Hospital, (3) Ambulatory Care Centre, Tuen Mun Hospital
Introduction :
Current Corporate Queue Management System CQMS) enhanced clinic workflow in SOPC, however, is suboptimal for patients. Patient was unable to estimate their expected waiting time based on the CQMS system while waiting for the consultation. To improve clinic patient visit experience and to promote smart technology in HA, an advanced CQMS (MVP) has been released and undergoing pilot in 4 clusters.
Objectives :
Patient/Patient's Carers attending out patient clinic is/are able to estimate their expected waiting time based on the CQMS system while waiting for the consultation, hence, to improve patient satisfaction.
Methodology :
Request of improvement was first raised out by a member of Hospital Governing Committee (HGC) of Tuen Mun Hospital based on his own clinic experience as a patient. The entire reform process of CQMS involved coordination between various clusters SOPC members, TMH HGC members and corporate IT colleagues (OPAS, CQMS and HA Go team). New queuing and display methods were established after numerous detailed discussions on project study and design among the parties. The evolved queuing system of CQMS is similar to the banking queuing system. A unique Queue Number will be assigned to patient once he/she registered through HA Go/Payment Kiosk/Counter. The queue numbers are issued based on first-come, first-served and their scheduled appointment timeslot. Queue status will be displayed in HA Go or clinic TV with real time update.
Result & Outcome :
A preliminary post-survey with sample size 20 was conducted in TMH Family Medicine Clinic and all participants agreed that the new system 1) can better anticipate the number of patients waiting ahead; 2) can better anticipate the waiting time for consultation; 3) can facilitate the patient flow in the clinic; 4) can help patients and carers understand the real-time queuing status in HA Go EasyQ and 5) all participants were satisfied with the experience of using the new queuing system. The new system has received unanimous praise among patients.
Initially, it is evident that the new queuing system is quite successful. However, since it is still in pilot phase, to ensure compatibility and to meet varies needs of different types of clinics, more enhancement is needed especially when implementing the system in clinic with large patient size.
