Authors (including presenting author) :
FUNG TSS(1), LEE PYA(1), LEE H(2), TSANG K(2), LI K(2), LAM P(2), NG TNJ(2), CHAN Y(1), YIP KCJ(1), CHIU WY(1),CHAN KMC(3), YUEN KLH(3)
Affiliation :
(1)Nursing Department, Hong Kong Eye Hospital, (2)Information Technology Department, Kowloon Central Cluster, (3)Clinical Department, Hong Kong Eye Hospital3
Keyword 1: :
Pre-operative
Keyword 3: :
Voice Message
Introduction :
With an ageing population and rising demand for eye surgery, Hong Kong Eye Hospital (HKEH) performs over 8,000 elective operations annually. Traditionally, reminders for pre-operative arrangements relied on manual phone calls by nurses or eye care assistants (ECA). However, over 19% of calls went unanswered, resulting in inadequate preparation or no-shows, leading to suboptimal surgical outcomes and wasted operating room resources.
To address these challenges, this Short Message Service (SMS) Reminder Project was launched, replacing manual calls with automated SMS reminders incorporating voice messages and informational links.
Objectives :
The project aimed to enhance the reliability and accessibility of pre-operative reminders, improve patient and carer experience, reduce missed operations, and optimize manpower utilization through automation.
Methodology :
A multidisciplinary taskforce comprising nursing, clinical, and IT staff was established in October 2024. Following management endorsement, the team developed service guidelines, standardized message scripts, staff training materials, and patient communication plans. An automated SMS reminder system was then developed and integrated with the Operating Theatre Management System.
Messages included links to a recorded voice message and pre-operative information webpage were sent to patients and their carers, ensuring accessibility for visually impaired patients. The system was fully implemented in July 2025. Outcomes were evaluated using delivery reports, no-show records, patient satisfaction surveys, and staff feedback.
Result & Outcome :
From July to November 2025, the automated SMS and voice reminder system reached 5,231 patients and carers with delivery success rate above 94%, saving over 235 staff hours and ensuring no surgeries were missed due to forgotten appointments. A patient satisfaction survey showed more than 95% welcomed the service, with voice messaging particularly benefiting those with poor vision and carers appreciating accurate pre-operative information. Staff feedback highlighted reduced stress, improved workflow efficiency, and greater confidence in communication. Overall, this scalable digital solution enhanced accessibility, satisfaction, and operational efficiency, supporting HA’s Smart Hospital and Quality & Safety initiatives across specialties. In the future, the integration of this SMS platform into the HA Go system will be explored for enhanced automation and centralized communication.
