Authors (including presenting author) :
Chiu KY (1), Li SYC (1)(2)(3), Tai YLY (1)(2)(3)
Affiliation :
(1) Shatin Hospital, (2) Cheshire Home, Shatin, (3) Bradbury Hospice
Keyword 1: :
Hospital-family communication
Keyword 2: :
Hospital caller identification
Keyword 3: :
Care coordination
Keyword 4: :
Operational efficiency
Introduction :
When relatives miss hospital calls, consequences cascade: delays in timely clinical decision-making, treatment coordination disruptions, and sub-optimized operational efficacy on repeated staff outreach attempts. These communication gaps pose risks to patient safety and care continuity. A common underlying cause is that relatives misinterpret hospital numbers as telemarketing or spam calls. To address this preventable barrier, we explored simple, low-cost strategies to ensure reliable hospital–family connectivity.
Objectives :
(1) To reduce communication barriers between hospital staff and relatives by improving hospital caller identification. (2) To facilitate timely clinical decision-making and care coordination by ensuring immediate family connectivity.
(3) To optimize operational efficiency by maximizing the success rate of outgoing clinical calls.
Methodology :
Educational posters displaying hospital telephone number information and QR codes were strategically placed across wards, floors, and lobbies. The QR code enabled instant saving of hospital caller ID numbers to relatives' phones. Nursing staff proactively introduced posters and provided scanning assistance during visit, admissions, and inquiries. A structured evaluation gathered 6-point Likert ratings on QR code usability, call recognition accuracy, missed call concern reduction and contact success, supplemented by qualitative feedback.
Result & Outcome :
Participant Composition:
Evaluation responses were obtained from 145 relatives and 145 staff across three hospitals: Shatin Hospital (n=100), Cheshire Home (n=35), and Bradbury Hospice (n=10). The staff group comprised 13 doctors and 132 nurses. Quantitative Analysis:
Relatives reported high accuracy in identifying hospital numbers (Mean 5.6/6) and significant reduction in worry regarding missed calls (Mean 5.6/6). Staff results were overwhelmingly positive: 98% agreed that the QR code improved contact success rates (Mean 5.5/6). Only 3 respondents (2%) expressed concerns regarding initial adaptation. Qualitative Analysis:
Relatives expressed strong appreciation, noting they previously dismissed "3-prefix" numbers as spam but now confidently answer hospital calls. Comments reflected relief: "I won't miss important updates anymore." One relative's wish—"I wish all Hong Kong hospitals had this measure"—demonstrates perceived value. Staff highlighted workflow efficiency gained, noting reduced repeated outreach and facilitated timely family contact for urgent clinical decisions. Conclusion:
This initiative demonstrates that low-cost digital facilitation, paired with nursing engagement, effectively resolves communication barriers between hospitals and families. By enabling reliable contact recognition, the solution reduced missed calls, facilitated care coordination, and optimized operational efficiency.
