Page 210 - Hospital Authority Convention 2018

Service Enhancement Presentations
HOSPITAL AUTHORITY CONVENTION 2018

F6.3 Enhancing Partnership with Patients and Community 10:45 Room 421

User Experience in Using “BookHA” in Patient Journey
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Hung VYS , Chan LH , Fung H , Tsui WCH , Lau SKK , Lam DHM , Lau EHY , Pow MKY 1
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Information Technology and Health Informatics Division, Hospital Authority Head Office, Focus Group on Mobile Apps for
Specialist Outpatient Clinic Appointment Booking, Hospital Authority Head Office, Hong Kong
Introduction
“BookHA” is the first interactive mobile application developed by the Hospital Authority (HA) to serve the public. It provides
a simple and easy alternative for the public to submit booking request for new case appointments at Specialist Outpatient
Clinics (SOPC) anytime and anywhere with a smart phone.
To ensure “BookHA” is a user-friendly mobile application and only necessary data would be collected for SOPC appointment
booking, advice from external stakeholders (e.g. patient groups) and internal stakeholders (e.g. Corporate Communication
Department, Legal Services Department, and Corporate Information Security and Privacy Office) were sought during
development.
Soon after “BookHA” was launched at Gynaecology clinic in March 2016, positive feedback from the mass media and HA
top management was received. The download rate and number of new case appointment submission had been increasing
steadily. To collect feedback from the public and to identify areas for improvement, a public survey was designed and
incorporated in “BookHA”.

Objectives
A public survey on the users’ experience in using “BookHA” has been launched since December 2016. The survey serves to
confirm the position of “BookHA” as an alternate means for SOPC appointment booking – ‘Simple and Easy’, ‘Anytime and
Anywhere’. In addition, it helps to engage the public to provide their valuable opinion on the usability of “BookHA”.

Methodology
From December 2016, persons who used “BookHA” to submit booking request would be directed to the survey form within
the app.
The survey included six questions:
(1) “BookHA” makes submission of booking request easy and convenient
(2) I am satisfied with my experience in using “BookHA”
(3) I can complete booking request in a single attempt
(4) I submitted booking request for myself/other people
(5) I know about ‘BookHA’ from poster or pamphlet/hospital or clinic staff/HA electronic platform/HA referral letter/media,
newspaper or magazine/others
(6) Other comments
Tuesday, 8 May 2018 In a 13-month period (December 2016 to December 2017), a total of 25,500 surveys were collected, majority of respondents
Results

found “BookHA” easy and convenient, with an average score of 4.54 out of 5. 88% were satisfied with the experience of using
“BookHA”. 92% of respondents could complete the booking request in one-go. 35% of respondents were not patients but
they helped the patients submit booking request. Last but not least, comments collected via the open-ended question were
overwhelmingly superb.

Conclusion
“BookHA” is proven to be a user-friendly mobile application which meets the expectation of the public. The experience of
planning, development, implementation and promulgation of “BookHA” set a good reference for upcoming corporate public
mobile application projects.

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