Authors (including presenting author) :
Chan YK(1), Luk HY(1), Mok LF(1), Leung SY(1), Ma YT(1), Hg HH(1), Yiu WS(1)
Affiliation :
(1)Ambulatory Care Department, Caritas Medical Centre
Introduction :
Corporate Queue Management system (CQMS) was introduced to SOPC in May 2022 to replace the Queue Display Management System (QDMS). Unlike QDMS; CQMS cannot indicate the consultation room of the index patient; he/she can only know the room number via PA system upon being called. With over 70 consultation rooms in one floor; without the information of the consultation room always lead patients missed the PA announcement. Complaints and conflicts were always induced. This frustrated both the patients and staff.
Objectives :
Patient-centric service to improve patient experience by indicating the consultation room on each individual receipt upon registration.
Methodology :
To perform mapping at the Outpatient Appointment System (OPAS) between doctors and patients before clinic:
- Doctors would provide the doctor’s list before each session
- Nurses map the doctor and patient according to the doctor’s list and patient’s list
- Clerical staff input the mapping into OPAS
- The registration receipt would show the consultation room of each patient upon registration
- Staff could check the consultation room of patient via OPAS
Staff
Satisfaction survey
Patient
Randomly selected patients who had the experience of both pre and post enhancement of the CQMS
Result & Outcome :
Total 740 patients and relatives responded to the survey. Nearly 93% of them were satisfied with the enhancement. This measure could direct them to wait outside the designated consultation room and thus reduced their stress on missing the call of consultation. 101 staff out of 118 (86%) responded to the survey. 21 nurses (91%); 23 clerical staff (72%); 48 PCAs (92%) and 9 OPAs (81%). They all satisfied with the enhancement. The measure reduced both the number of enquiries on room allocation and the time of locating patients. The operation was smoother; complaints and disputes were also relatively reduced.