Authors: (including presenting author): :
Pang HL (1), Wong TFM (1), Kowk WS (1), Ho SF (1), Lai SF (1), Tso PS (1), Dr Lai PY (1), Dr Yiu MP (1)
Affiliation: :
(1) Family Medicine and Primary Health Care Department, Kowloon West Cluster
Keyword 1: :
Fees and Charges Reform
Keyword 3: :
Out-patient clinic
Keyword 4: :
Patient journey
Introduction: :
The Hospital Authority (HA) will implement the new Fees and Charges Reform on 1 January, 2026. This initiative aims to strengthen protections for vulnerable patients and ensure the sustainable development of public healthcare services in response to Hong Kong 's ageing population. In preparation, the Tsuen Wan Lady Trench Family Medicine Clinic (LT FMC) has introduced a series of measures to align with the reform, ensuring both staff and patients are well-equipped for the transition.
Objectives: :
(1) To improve and streamline workflows, ensuring operational efficiency by the implementation date (2) To enhance patient awareness of the HAGo App by promoting its features and benefits
Methodology: :
(1) The HAGo promotion booth was relocated to the clinic entrance, allowing patients to receive direct assistance in downloading the app and guidance on its key functions, including payment, registration and queue management. (2) Placing a QR code poster in the waiting area to encourage patients to explore the HAGo app while waiting, developing quick reference guides to help users understand its functions and payment methods (3) Appointing designated staff members as HAGo ambassadors to actively promote the app among both patients and colleagues. (4) A pilot program was launched on 24 November, 2025, to test drug sheet submissions via HAGo or kiosk, aiming to improve patient experience and streamline the journey. (5) Paper-based and practical session were conducted on 27 November and 16 December, 2025, to ensure alignment with the new fees and charges framework. (6) To evaluate effectiveness, satisfaction surveys were distributed to 170 patients and 50 clinical staff members between 24 December and 31 December, 2025.
Result & Outcome: :
The pilot demonstrated strong patient adoption, with nearly all participants successfully submitting drug sheets via the HAGo app or kiosk, supported by healthcare assistants at designated counters. Following the success of this initiative, other clinics have adopted the same strategy. A total 170 patient questionnaires were collected - 70 from age < 60 and 100 from age >60, with a mean age of 60.5. Results showed 98% found the HAGo promotion counter convenient and valued ambassadors support, while 92% felt confident using HAGo or the kiosk. Among 60 clinical staffs' responses, 99% agreed the workflow were efficient, and 95% expressed overall satisfaction with the clinic's preparations for the upcoming Fees and Charges Reform.
