Book tele-consultation, at fingertips in ‘HA Go’
The Hospital Authority (HA) has strengthened its support for COVID-19 patients by activating Designated Clinics for COVID-19 Confirmed Cases (DCs) earlier and recently started providing tele-consultation service to facilitate COVID-19 patients to receive medical consultation and medication delivery service in the community in view of the epidemic development. Since late July, patients can also make appointment by using the ‘Book Tele/DC’ function in HA’s one-stop mobile app ‘HA Go’.
One-stop service from consultation to drug delivery
According to Dr Will Leung, Senior Manager (Transformation Projects) of HA Head Office, for the convenience of COVID-19 patients to seek medical advice without the need to attend DC in person and lower the infection risk in the community, tele-consultation was introduced. Over 17,000 patients had used the service by August 2022. “The tele-consultation service was piloted by the ‘HA Tele-health Hub’ at Queen Elizabeth Hospital since mid-July with positive feedback,” Dr Leung explains. “The service was then expanded. Patients can now make appointment using the ‘HA Go’, and tele-consultation and drug delivery will then be carried out on the same day the earliest.”
Facilitate patients with disabilities in remote area
Dr Ng Yeung-shing, Chief of Service (Family Medicine and Primary Health Care) of New Territories West Cluster, recalls that he is impressed by the experience in providing tele-consultation service for a family of three living in a remote area in Sai Kung. “The daughter was first infected and passed it on to her parents who suffered from chronic diseases with poor mobility status. Tele-consultation was thus arranged for them and antiviral drugs were also prescribed after assessment.”Dr Ng says in cases where patients are presented with shortness of breath, they will be advised to visit a DC in-person for medical consultation that day. Besides, doctors will provide necessary care to patients according to their clinical conditions during the tele-consultation, for example, prescribing drugs for patients with chronic illnesses to ensure timely and appropriate follow-up care.
Throughout the setup of tele-consultation service, HA has planned our services from patient perspective for better patient experience from appointment booking, tele-consultation to drug delivery. Tele-consultation service signifies the determination and solidarity of Family Medicine and Primary Health Care Department (FM) of all clusters. In face of the evolving epidemiological situation and manpower shortage, FM colleagues remain steadfast in maintaining services in General Out-patient Clinics and DCs. Their dedication also paved the way for adopting the new service model within such short period of time. The strenuous efforts of Head Office Information Technology & Health Informatics teams, Chief Pharmacist’s Office and involved Hospital Pharmacies also contribute to a smooth and effective workflow.
HA enquiry hotline 1836115 service (including the Cluster Satellite Hotline hubs) and the nursing team from the Patient Support Call Centre will review the list with confirmed patients, proactively contact elderly patients and patients of other high risk groups to conduct health assessment and provide relevant information and support, and refer patients to tele-consultation or DCs for medical consultation, if indicated.