One-stop smart patient journey
Long waits for consultations have always been tiring. However, patients are now being offered a faster and more convenient treatment journey at two pilot smart hospitals - Tin Shui Wai Hospital (TSWH) and Tseung Kwan O Hospital (TKOH). Specialist outpatient clinics (SOPCs) at these two hospitals have introduced one-stop electronic service that allows patients with follow-up consultations to complete procedures from registration and recording blood pressure to settling bills and collecting medication by themselves. Patients need not have to queue up at every step along the way. Meticulous forward planning is the key to smooth operation of a smart clinic, according to Department Operations Manager (SOPC) at New Territories West Cluster Wong Wai-kuen, who compared it to an intricate game of chess. “Like playing chess, for each step we take, we have to think of the next ten or even 100 steps,” she explains, “although the system is being piloted only, it is worth to share the results with more hospitals and clinics in Hong Kong.”
The Queue Management System was installed by the TSWH SOPCs from the outset of the project to free the medical staff of duties like registration, triage, and announcements, Ms Wong mentions. “We began preparing for the future long before we became a pilot smart hospital,” she says, “our electronic system for the SOPC was integrated with the ‘KIOSK’ system and ‘HA Go’ mobile app at an early stage. In this connection, whenever new features are developed, they can be adapted quickly to provide a better patient experience.”
The very essence of sustainable development is not about changing the mindset and behaviour of patients but rather offering them more options for quality service, Ms Wong argues. “Elderly patients who are not good at technology can still register and pay for their medication at the counter, but when some of the younger patients use the electronic means, queuing times for the elderly are shortened too,” she says, “we always solicit views of patients on the frontline so that we keep improving the patient journey.”
The Queue Management System was installed by the TSWH SOPCs from the outset of the project to free the medical staff of duties like registration, triage, and announcements, Ms Wong mentions. “We began preparing for the future long before we became a pilot smart hospital,” she says, “our electronic system for the SOPC was integrated with the ‘KIOSK’ system and ‘HA Go’ mobile app at an early stage. In this connection, whenever new features are developed, they can be adapted quickly to provide a better patient experience.”
The very essence of sustainable development is not about changing the mindset and behaviour of patients but rather offering them more options for quality service, Ms Wong argues. “Elderly patients who are not good at technology can still register and pay for their medication at the counter, but when some of the younger patients use the electronic means, queuing times for the elderly are shortened too,” she says, “we always solicit views of patients on the frontline so that we keep improving the patient journey.”
Steps along the smart patient journey
1. Patients can complete the registration and payment at home using the ‘HA Go’ mobile app.
2. After arriving the SOPC, patients can scan the payment slip barcode on their mobile phone at the eHealth station, and measure their blood pressure, as well as height and weight. The results will be uploaded instantly.
2. After arriving the SOPC, patients can scan the payment slip barcode on their mobile phone at the eHealth station, and measure their blood pressure, as well as height and weight. The results will be uploaded instantly.
3. During the consultations, medical staff provide an electronic consent form on a tablet for patients or their family members to sign to reduce paper waste. The documents are registered immediately.
4. Electronic signatures are also applied for medication orders, with a doctor’s hand-written signature replaced by a barcode. Patients can complete payments using the ‘Pay HA’ function in the ‘HA Go’ app, and then collect prescriptions at the pharmacy.
5. When the medication is ready, a notification from ‘HA Go’ app will remind patients to pick it up at the pharmacy. Patients can also check their next appointment and medication records on ‘HA Go’.
Video of smart patient journey at TSWH SOPC
Video of smart patient journey at TSWH SOPC