Authors (including presenting author) :
Cheng SH, Lau SP, Kwok PH
Affiliation :
Department of Occupational Therapy, Pok Oi Hospital
Keyword 1: :
Patient-Centered Care
Keyword 2: :
Patient Satisfaction
Keyword 3: :
Continuous Service Evaluation
Keyword 4: :
Occupational Therapy
Keyword 5: :
Outpatient Service
Keyword 6: :
Staff Commitment
Introduction :
The Occupational Therapy Outpatient Department (OTOPD) at Pok Oi Hospital conducts an annual patient satisfaction survey to facilitate systematic service evaluation and continuous quality improvement. Building on previous survey experience, the 2025 survey was fully administered using an electronic questionnaire, aligning with the Hospital Authority’s direction towards digitalization and smart service delivery. The survey aimed to capture patients’ perspectives on established service workflows, including the HA GO registration and appointment system and the Allied Health Corporate Queue Management System (CQMS), as well as overall service experience and care delivery. This initiative aligns with the convention themes of People-centred Care, Professional Service, Committed Staff, and Teamwork, emphasizing patient engagement, professional practice, staff dedication, and coordinated departmental service delivery.
Objectives :
To review patient satisfaction with existing OTOPD services and identify opportunities for service enhancement through patient feedback, thereby supporting continuous quality improvement and patient-centred service development.
Methodology :
A structured electronic questionnaire was used to assess patient satisfaction across six domains: (1) Registration and appointment, (2) Environment and facilities, (3) Staff, (4) Intervention, (5) Telecare service provision, and (6) Overall satisfaction. The questionnaire included closed-ended questions for quantitative analysis and open-ended questions to collect qualitative feedback. All patients attending OTOPD services between 11/08/2025 and 15/08/2025 were invited to participate by scanning a QR code using their personal electronic devices. The adoption of a fully electronic data collection approach enhanced accessibility, data accuracy, confidentiality, and efficiency, while reducing manual processing and paper use.
Result & Outcome :
During the survey period, 177 patients attended OTOPD services, with 140 valid responses received, yielding a response rate of approximately 80%. Overall satisfaction remained high, with more than 90% of responses rated as “satisfactory” or “very satisfactory” across all assessed domains. Notably, the domains of Attitude of Therapists and Intervention Quality achieved 100% satisfaction ratings, reflecting a high level of professional service delivery and strong staff commitment. Regarding service modalities, 7.1% of respondents reported having utilized OTOPD telehealth services, representing an increase compared with the previous year (6.4%). All respondents who received telehealth services reported a 100% satisfaction rate, highlighting the growing acceptance of telehealth and its potential as an effective complementary service model that supports people-centred care. Patients further expressed positive feedback on the HA GO registration and appointment system as well as CQMS, indicating favorable user experiences and smooth service flow. Qualitative feedback identified appointment rescheduling or leaving messages via phone as an area that could be enhanced. In response, staff were advised to further promote the “Apply for Reschedule Appointment” function in HA GO to enhance communication efficiency and patient experience. Survey findings were disseminated to both clinical and clerical staff for collective review and action. Meanwhile the positive reception of HA GO and CQMS provides a strong foundation for the department’s ongoing commitment and project towards continuous quality improvement, particularly the upcoming initiatives to streamline outpatient service workflow by reducing paperwork and integrating electronic systems into daily clinical operations through effective teamwork.
