Creating a user-friendly hospital environment

NTEC Happiness Navigators around You
New Territories East Cluster

A streamlined consultation procedure and a convenient consultation location can bring patients little joys for a whole day. The New Territories East Cluster (NTEC) Happiness Navigators around You Team mustered all forces from hospitals within the cluster to implement a series of new measures for betterment of patient experience.

The Team pioneered the first cross hospital blood taking service by unifying hospitals’ electronic system and work flow. Patients can choose to go to the nearest hospital or clinic for blood-taking, saving their transportation time. To facilitate the patients living in remote villages of the Northern District and Island Districts, the Team provides tele-consultation services by setting up ‘Smart Hubs’ at the village offices, so that two to three hours of travelling time is significantly reduced to just a few minutes’ walk. The ‘Way-finding Enhancement’ project launched by the Prince of Wales Hospital has comprehensively updated the wayfinding design with new signages, allowing users to reach their destination easily and quickly.

The Team has made better use of the existing resources and programmes to improve medical services. More than 850 volunteers including retirees, patients, caregivers and students, were recruited to set up promotion booths inside the hospitals and in the community to help citizens download and make good use of the mobile app ‘HA Go’, serving a total of over 100,000 headcounts in one and a half year. It helps citizens make appointments for follow-up consultations and save their queuing time. The promotion campaign provided the chance for patient volunteers to achieve self-actualisation by helping others and strengthened community bonds. The Team also promoted actively Advance Care Planning (ACP) in Bradbury Hospice and Cheshire Home, Shatin. There were 97% of the long-stay patients from the hospitals discussed ACP or signed ACP, which allowed patients to make medical treatment decisions in end-of-life care according to their preferences, completing their final journey. Besides, the Team has helped terminally ill patients at Bradbury Hospice fulfill their final wishes, facilitating relatives to say goodbye with the patients peacefully. Committed to a people-oriented culture, the Team has provided patients with humane medical services, hoping that they feel cared for at every stage of patient journey.

Team List