Authors (including presenting author) :
Cheng SH, Lau SP, Kwok PH
Affiliation :
Department of Occupational Therapy, Pok Oi Hospital
Introduction :
The Occupational Therapy Outpatient Department (OTOPD) at Pok Oi Hospital conducts an annual patient satisfaction survey to assess and enhance the service quality. This year, the survey continued to adopt an electronic questionnaire format and gathered feedback on the newly implemented HA GO registration and appointment system, the Allied Health Corporate Queue Management System (CQMS), and telehealth services. These initiatives align with the Hospital Authority's strategic objective of delivering Smart and Patient-Centered Care. By prioritizing patient feedback, the department strives to enhance patient-centeredness in service delivery.
Objectives :
To review patient feedback on existing OTOPD services and evaluate newly implemented services and systems, guiding service quality enhancement and facilitating continuous improvement
Methodology :
The questionnaire evaluated patients' satisfaction across six dimensions: (1) Registration and appointment, (2) Environment and facilities, (3) Staff, (4) Intervention, (5) Telecare service provision, and (6) Overall satisfaction. It included closed-ended questions for quantitative analysis and open-ended questions for qualitative feedback. Patients who received OTOPD services at POH between 18/03/2024 and 22/03/2024 were invited to complete the questionnaire by scanning a QR code using their electronic device. For patients lacking access to electronic devices or those requiring assistance, designated devices were available at the department with trained staff providing guidance as needed, ensuring all patients could contribute their feedback, thereby reinforcing patient-centered care.
Result & Outcome :
Among 180 patients who attended OTOPD services during the specified period, 156 valid responses were received, yielding a response rate of 87%. Results indicated positive reception, with over 90% of responses rated as "satisfactory" or "very satisfactory" across all dimensions. Notably, "Attitude of Therapists" and "Intervention Quality" achieved 100 % satisfaction ratings, acknowledging staff dedication. Feedback regarding newly implemented systems and service demonstrated robust approval. The HA GO OTOPD registration and appointment functionality received a satisfaction rate of 94 %, while 90 % of respondents expressed satisfaction with the CQMS. Furthermore, 6.4% of respondents had utilized OTOPD telehealth services with a 100% satisfaction rate reported, underscoring telehealth’s potential as a complementary service model. Qualitative analysis revealed "Rescheduling or leaving a message via phone" as an area requiring improvement within the "Registration and Appointment" process. In response, staff were advised to promote the "Apply for Reschedule Appointment" function within HA GO to facilitate efficient communication and enhance patient experience. The survey results were disseminated to all staff for feedback and follow-up actions, reinforcing the department’s commitment to continuous quality improvement and patient-centered services delivery.
