Authors (including presenting author) :
Wong WM (1), Chan CY (1), Chan C (1), Chan YW (1), Cheung SK (1), Ho WL (1), Lau SH (1), Ng SC (1), Wong KY (1, Wong WY (1), Wong YK (1), Yim LK (1), Leung MY (2), Tso PS (2), Ho SF (3)
Affiliation :
(1)APN, Kowloon West Cluster Family Medicine & Primary Health Care (KWC FM & PHC), (2) WM, KWC FM & PHC, (3) DOM, KWC FM & PHC
Introduction :
In the Kowloon West Cluster, Lady Trench General Out-patient Clinic (GOPC) is the only one clinic operating on Sundays and public holidays, including medical consultation, wound care and injection services. The number of registrations has been up from 270 to 344 in Sunday clinic and the number of public holidays registered in the whole day has reached from 305 to 403 within the period from May 2018 to August 2018. With only one clerk from Lady Trench GOPC on duty, the busy situation can be imagined. Due to the increased demand for services on Sundays and public holidays, clerical support from other clinics of the Cluster to the Lady Trench GOPC Shroff on Sunday and public holiday program was implemented.
Objectives :
1. To reduce the time for patient registration and appointment booking in the Sunday clinic
2. Reduce the work pressure of Lady Trench GOPC clerical staff
3. Increase the competence of all clerical staff to work in Sunday and public holiday clinic.
4. Enhance the sense of belonging of clerical staff to the department
Methodology :
1. 11 clinics in the Kowloon West Cluster was involved in the program including 4 GOPCs in Sham Shui Po Districts, 5 GOPCs in Kwai Tsing District and 2 GOPCs in Tsuen Wan District.
2. The frequency of deployment to Sunday and Public holiday clinic depended on the number of clerical staff in each clinic.
4. The clerical staff of Lady Trench GOPC is the on-shift Shroff in-charge, whereas the relieving clerical staff supports the daily operation of Shroff office such as patient registration, appointment booking and etc. 5. The program was approved by the department management. Briefings were given to frontline nurse managers and clinic staff and feedbacks were collected to gain their support of the program between July to August. The program was started from September2018.
Result & Outcome :
Results:
(1) The queuing time of patient registration and appointment booking had been reduced.
(2) The mobilization of clerical manpower the clinics was enhanced (3) The program was implemented smoothly and it had successfully relieved the work pressure of the clerical staff of the Lady Trench GOPC.
Conclusion:
The implementation of Sunday and Public Holiday Clinic Clerical Support Program in Lady Trench GOPC could decrease the work pressure of clerk in Sunday and public holiday clinic and improve Shroff manpower arrangement in Sunday and Public Holiday Clinic. The quality of patient service is enhanced throughout the mobilization of clerical manpower of clinics in the program.
Co-location with:
