Authors (including presenting author) :
Tong SWS(1), Mak CH (1), Wu, KY(1), Kwok CKP(1), Tang OLH(1), Yan, KH(1), Wong WK(1), S Wong(2), A CHAN(3),
Kong PWE(4)
Affiliation :
(1) Ambulatory Care Centre (ACC), (2) TMH Supporting Services Department, (3) TMH Facility Management Department (4) TMH Information Technology Section (IT)
Introduction :
The Phone Enquiry Office (PEO) was set up in December, 2015 to provide telephone enquiry service for patient follow-up in specialist out-patient clinic. It was located in Ambulatory Care Centre(ACC), Tuen Mun Hospital in New Territories West Cluster (NTWC) with an average of 12,000 -15,000 calls received each month. Calls were handled by a telephone Call Centre System, but patient enquiries were documented in paper using hand writing. The process of handling patient enquiries involves transfer of enquiry copies from PEO staff to clinic clerical staff, nurses and will then be consolidated for doctor screening if needed during out-patient clinic sessions. The major problem is that staff would lose track on the progress of enquiry handling, particularly when patient called PEO staff again asking for progress or reply, this could cost huge amount of time spent on searching for the corresponding record. Besides, there would also be risk of missing patients’ enquiry record leading to delayed and missing handling.
Objectives :
1. To develop a system that allows real time update of enquiry progress
2. To allow electronic documentation of enquiry process.
3. To improve efficiency of the enquiry process.
4. To eliminate the risk of missing records.
5. To monitor the PEO and enquiry handling process by drawing statistical reports
Methodology :
A web-based programme called ePES (Electronic Patient Enquiry System) was set up with collaboration with external supplier, IT, Facility Management and Supporting Services Department. Clerical staff at PEO would create enquiry ‘ticket’ in the system if further handling is required. Clinic clerical staff and nurses could reply patient when they are available. If further comment from doctors is needed, they would consolidate and let doctors screening during clinic session. Electronic documentation allows easy reference to the previous enquiry details made by patient by any staff at any location. Sorting of incoming patient enquiries by telephone numbers immediately after adverse weather condition improves the efficiency of PEO staff. Time limit setting could alert staff to reply to the enquirer within clinic service time pledge and performance monitoring by supervisor. Access to system by doctors, Patient Relation Officers and Pharmacist in future may enhance patient service.
Result & Outcome :
The project was planned in 2018 and supported NTW Cluster Annual Plan bid 2020/21. Two staff trainings classes with live demonstrations were conducted by supplier in August 2021. Full implementation and changeover of telephone system on 31 August 2021. With detailed workflow and modification of system with supplier, staff could retrieve real time patient enquiry information. There is less chance of missing enquiry records and missed/ delayed processing of patient enquiry. All involved colleagues found the system easy to use and satisfied with it.
Conclusion:
The result of ePES is satisfying. It is hopeful that with the support from HAIT, it could be further modified with other system like OPAS, CMS for better access by other stakeholders.
