Authors (including presenting author) :
Li HSH, Chan HT, Young B, Kung SW
Affiliation :
Department of Accident and Emergency, Tseung Kwan O Hospital
Introduction :
The attendance of Category 3 patients is on the rise in recent years. It poses various challenges such as increase in waiting time and affects timely patient care. The Enhancement in Ambulatory Cat 3 patient service is designed to streamline patient flow in Accident & Emergency Department (AED) in Tseung Kwan O Hospital to improve waiting time and enhance patient satisfaction.
Objectives :
The enhancement aims to reduce the end waiting time for Category 3 (Cat 3) patients in AED. Specific measures adopted in the enhancement targeted revamping ambulatory patients’ workflow for smoother patient movement and redirection; pro-active screening and management of the Cat 3 patients waiting in queue for better resource utilization during demand surge; and active engagement of AED staff at all levels from doctors to support staff.
Methodology :
A retrospective analysis was conducted from June 2024 to October 2024, examining the Waiting Time Key Performance index (WT KPI) of ambulatory and non-ambulatory Cat 3 patients before and after the implementation of the enhancement. The actual waiting time (WT) of Cat 3 patient seen within 30 minutes was also examined.
Result & Outcome :
he Cat 3 WT KPI improved from 66% in June 2024 to 82% in Oct 2024. The average WT for both Ambulatory and non-ambulatory cases are also significantly reduced by 30% after service implementation (from 31 minutes to 21 minutes). Around 20% more Cat 3 patients were seen by physicians within 30 minutes.
The implementation of the Enhancement in Ambulatory Cat 3 service successfully reduced the end waiting time for Cat 3 patients, achieving better patient satisfactory as well as safe and high-quality clinical care. Such success implies that similar enhancement can be implemented to improve patient care and operational efficiency in AED in the future.
