Authors (including presenting author) :
MOK ML R (1), YUE N T (1), CHAN N Y (1), CHOY KL F (1), LEUNG L M (1), WONG YF B (1)
Affiliation :
(1) Department of Medicine & Geriatrics, North Lantau Hospital, Kowloon West Cluster
Keyword 1: :
Patient Experience
Keyword 2: :
independence and autonomy
Keyword 3: :
patient-centered care
Keyword 5: :
Extended Care Ward
Keyword 6: :
holistic well-being
Introduction :
Hospitalization can be a challenging period for patient’s life which often accompanied by emotional vulnerability and psychological stress. Recognizing these experiences, our team seek to enhance the patient journey by implementing structured activities within Extended Care Wards (ECW). This initiative aims to foster a therapeutic environment where patients feel respected, cared for, and comforted, thereby promoting holistic well-being and improving the quality of the patient experience.
Objectives :
Patient Experience Enhancement Team was established in 2024 and implemented a series of innovative strategies to promote (1) patient’s independence and autonomy, (2) creating a relaxing environment, and (3) enhancing the quality and dignity of care for all patients in ECW.
Methodology :
All patients admitted to ECW from March 2024 to March 2025 who could participate the programme. Questionnaires were obtained from patients who could be communicable to express their feelings. The programme introduced patient-centered initiatives under three key themes: 1.Personalizing Care: Greeting patients by their preferred nickname and allowing patients to order meals based on personal preferences and any limitations. 2.Empowering Comfort: Encouraging patients to bring personal pajamas and blankets and hosting weekend tea-tasting sessions for relaxation and enjoyment. 3.Enriching Well-being with Innovation and Compassion: Providing virtual visiting options to maintain family connections, music therapy sessions to support mental health, and tactile projection games for cognitive stimulation and entertainment. This initiative was implemented across two extended care wards, involving total 42 nursing staff and 24 supporting staff.
Result & Outcome :
Total 200 patient questionnaires were received. Patients were should satisfaction with highlighting enhanced comfort, dignity, emotional well-being, strengthened family connections and improved ward atmosphere. Statistical data from the questionnaire showed 95% patients agreed that tea-tasting sessions improved relationships between patients and healthcare providers and 98.5 % of patients reported the tea-tasting activities with patients valuing the relaxation and social interaction provided. Besides, 64% of patients agreed using nicknames, wearing private pajamas and using own blanket could promote cozy home-like feeling as well as dignity. Moreover, 99.5% of patients hoped this programme could be continued in the future. Conclusion:
The creation of the Patient Experience Enhancement Team has significantly improved patient-centered care in ECW of NLTH. These strategies can be scalable and align with Hospital Authority's vision of enhancing patient experience across hospitals.
