Authors (including presenting author) :
Wong KY(1), Wong SL(1), Lee WM(2), Lee MY(2), Chan WW(3), Wong KY(3)
Affiliation :
(1) Nursing Services Division, United Christian Hospital (UCH)
(2) Kowloon East Cluster Breast Centre, UCH
(3) Surgical Department, UCH
Keyword 3: :
patient communication
Introduction :
The Kowloon East Cluster Breast Centre at United Christian Hospital faced persistent challenges in managing patient enquiries due to overwhelming call volumes, limited staffing, and the absence of a structured communication system. These issues led to delayed responses, repeated calls, increased patient anxiety, and frequent complaints. To address these inefficiencies and enhance service quality, a Smart Enquiry Web Service was developed in collaboration with the hospital’s Information Technology (IT) department on 1 March 2024. The platform enables patients to submit queries online, supports message tracking and prioritization, and ensures timely responses from designated clerical and nursing staff.
Objectives :
1. Analyze the volume and nature of enquiries received via the smart enquiry web service
2. Evaluate staff satisfaction with the system through a structured survey
Methodology :
A retrospective review of the enquiry database was conducted from 1 March 2024 to 30 September 2025. A staff satisfaction survey was also conducted among all Breast Centre personnel to assess the platform’s impact.
Result & Outcome :
During the review period, the Smart Enquiry Web Service successfully managed 5,602 patient calls. The most frequently addressed topic was follow-up scheduling (2,027), followed by investigation form requests (215), email/fax communications (103), imaging appointments (103), physiotherapy follow-ups (79), oncology-related concerns (43), and drug-related issues (31). Staff feedback indicated generally positive perceptions of the platform: 80% satisfaction with the enquiry web system, 75% with staff communication, and 70% with category organization. Satisfaction with inquiry options and staffing arrangements was 60%, while operation time received the lowest rating at 50%. Overall satisfaction stood at 60%. Key areas of dissatisfaction included operation time (20%), staffing arrangements (20%), and inquiry options (10%), highlighting opportunities for further refinement. To enhance the platform’s effectiveness, improvements are recommended in communication transparency, triage protocols for staffing efficiency, and refinement of enquiry categories. Staff training in digital tools, promotion of HA GO usage, and integration of automated routing and dashboard monitoring are also advised to streamline operations and improve responsiveness. The Smart Enquiry Web Service has significantly improved the management of patient enquiries, reduced delays and enhanced communication. The system reliably captures high volumes of enquiries, ensuring that all patient enquiries are treated with care and attention, reinforcing a patient-centered approach. While staff feedback reflects general satisfaction with the platform’s functionality, particularly in areas such as staff communication and category organization. However, targeted enhancements are still needed to further improve operational efficiency and overall user experience.
