Authors (including presenting author) :
LO CW(1), TSUI YC(1), GOT ML(1), WONG YH(2)
Affiliation :
(1)Endoscopy Centre, United Christian Hospital, (2)Operating Services, Day Surgery Centre, Department of Anaesthesiology, Pain Medicine and Operating Services, Endoscopy Centre, United Christian Hospital
Introduction :
The Endoscopy Centre (EC) annually handles approximately 6,000 outpatient visits and has faced staffing and infection control challenges exacerbated by the COVID-19 pandemic. To mitigate these issues, EC implemented the Robotic Receptionist System (RRS), an initiative to streamline patient triage direct flow and optimize staff allocation during both pandemic peaks and standard operations.
Objectives :
The implementation of RSS aims to:
1. streamline the patient’s registration procedure,
2. optimize manpower allocation and
3. enhance infection control measures.
Methodology :
The implementation of the RSS followed a structured approach:
1. Staff Training: A comprehensive two-day training was designed for receptionists and associated personnel to ensure they are adept at utilizing the RRS.
2. Pilot Implementation: Before the official implementation at 01/03/2023. A three months pilot phase (01/01/2023-28/02/2023) was conducted to monitor the system's performance, focusing on staff adaptability, timing efficiencies, and the robustness of tracking and tracing capabilities. Staff feedback was integral to this evaluation and informed the full-scale deployment.
3. Security and Privacy: Data encryption, user authentication, and data access controls were rigorously applied to safeguard patient privacy and comply with healthcare regulations.
4. Evaluation and Continuous Improvement: A feedback loop was established to collect observations and suggestions from users, enabling iterative improvements to the RRS—particularly in enhancing accessibility for patients with special needs.
Result & Outcome :
As a result, the RRS has significantly improved operational efficiency, reducing patient registration time from 5 minutes to 1 minute and alleviating bottlenecks. Only some elderly patients need to be assisted by Operation Assistants(OPAs) when using RSS. Integration with hospital systems (e.g., OPAS) has streamlined operations, decreased data entry errors, and improved data accuracy. Additionally, the system's reassignment of triage duties has alleviated the workload on nursing staff, and its automation of administrative tasks suggests the potential for long-term cost savings and environmental benefits. The RRS also serves as a valuable data collection tool for patient interactions, informing further operational enhancements and patient service strategies. Notably, the RRS is poised for expansion, with flexible software and connectivity that ensure compatibility with various hospital departments and scalability to accommodate growing service demands. In conclusion, the RRS at EC has successfully enhanced administrative efficiency, patient satisfaction, and staff effectiveness, underscoring its potential as a transformative tool in healthcare operations.
