Authors (including presenting author) :
Larry LEE(1), Ho TY(1), Joyce CHAN(2), Joanna PANG(2), Wong YC(1)
Affiliation :
(1)Cluster Services (2)Information Technology and Health Informatics Division, Hospital Authority Head Office
Keyword 1: :
Patient-Centric Enhancement
Keyword 2: :
Specialist Outpatient Clinics
Keyword 3: :
Easy-Channel
Introduction :
The “Easy-Channel” initiative revolutionizes patient-centric care in Specialist Outpatient Clinics (SOPCs) facing overwhelming service demand and overcrowding, by integrating HA Go and self-service kiosks, with aims to better connect the processes and empowering patients to manage their healthcare journeys effectively.
Objectives :
(1) Reduce Journey Time for SOPC patients: from registration to doctor consultation within 60 minutes, and to medication collection within 120 minutes. (2) Enhance Patient Experience: Empower patients to better manage their appointments through features such as appointment reminders and real-time queue status updates, as well as Clinic Companion on HA Go being developed. (3) Increase Digital Literacy: Enhance digital access by increasing digital literacy among patients through training and support for using HA Go and self-service kiosks, to ensure that all patients can effectively navigate their healthcare journey.
Methodology :
The “Easy-Channel” initiative has transformed SOPCs to a streamlined, technology-driven model, and enhanced operations, by integrating HA Go and self-service kiosks with support by Integrated Patient Service Stations and Patient Service Ambassadors. HA Go serves as HA’s one-stop mobile app to optimize the patient experience throughout their healthcare journey and empower self-care. During their SOPC journey, patients can manage appointment records, receive reminders, register and pay via mobile and view real-time queue status, with feature “Clinic Companion” under development to provide guidance. After consultations, patients can access e-medical certificates, manage drug charges, and utilize medication delivery services. Additionally, e-vital stations allow patients to self-measure vital signs streamlining clinical workflows. Integrated Patient Service Stations provide one-stop-support for patients with more complicated appointment issues to handle after consultation.
Result & Outcome :
System data demonstrates that the percentage of patients completing registration to consultation within 60 minutes increased from 70 percent in November 2022 and maintained at around 85 percent as at October 2025, while that of Medication collection within 120 minutes improved from 79 to around 85 percent. Patient surveys reflect high satisfaction and reduced stress with HA Go features and ambassador support. Staff feedback highlights decreased administrative burdens, enabling a greater focus on clinical care. The initiative’s successful adoption across HA clusters underscores its scalability and operational excellence. By leveraging technology and fostering collaboration, “Easy-Channel” has delivered significant time savings and enhanced patient experiences, supporting sustainable healthcare delivery.
