Authors (including presenting author) :
Leung YK(1), Chan YY(2), Yau CM(1), Cheng CC(1), Hui EMT(2)
Affiliation :
(1)Private Unit, Prince of Wales Hospital, (2) Family Medicine, Prince of Wales Hospital
Introduction :
One of the major scopes of service for Hospital Authority Staff Clinic (HASC) is to provide doctor consultations for chronic and episodic illnesses for HA staff and their eligible dependents, HA retirees and their spouse. Prince of Wales Hospital (PWH) HASC is one of most attended clinics among the eight HASCs. Obviously, increasing quotas seems to be an inevitable way in response to the escalating demand of service. Alternatively, decreasing the default rate is another feasible direction to tackle the issue. Thus, PWH HASC has implemented an improvement plan targeted at decreasing the default rate so as to improve the utilization of staff clinic service. From 1 November 2017, PWH HASC has taken several measures aiming at better utilization of quotas.
Objectives :
1. To minimize the waste of clinic quotas and improve staff accessibility for staff clinic services.
2. To increase patient’s awareness of own responsibility in managing the booked appointment.
3. To introduce the methods and time limit in canceling HASC appointment.
Methodology :
1. A poster was posted in the clinic to remind staff to cancel their appointment if they are unable to come. They can cancel the appointment by using the mSHR Apps or inform the clinic directly, so that less quota will be wasted.
2. Starting from 1 Nov 2017, PWH HASC will cancel the self-arranged appointments after arranging ad-hoc appointments for patients. 3. PWH HASC will send default reminder to defaulters.
4. PWH HASC will cancel the self-arranged appointments manually on request.
5. PWH HASC has quotas release schedule adjustment, some quotas will be reserved for same day booking for patients with episodic illness.
Result & Outcome :
The default rate was dropped from 11 % in year of 2017 to 7.2% in year of 2018. The default rate has decreased by thirty- five percent.
Co-location with:
