Authors (including presenting author) :
Wan YT, Chan N, Chan KM, Hung SY, Cheung PH, Cheung YHK, Leung WMW, Wong MYM, Wong MSM
Affiliation :
Department of Family Medicine and Primary Healthcare, Hong Kong East Cluster
Introduction :
Implementation and developing initiatives for smart patient journeys is the essence of Hospital Authority. Promotion of E-payment can enhance operation efficiency, saving patient time on queuing, registration, and payment. E-payment can be made in one-step electronic kiosk, HA Go mobile App and Shroff offices. The service provides more options of payment either by Octopus, contactless credit cards and electronic wallets. In General Out-patient Clinic (GOPC), Hong Kong East Cluster (HKEC), E-payment was started since 2021. To ensure the success of the new initiative, promotion strategies were implemented.
Objectives :
1. Provide patients with a more convenience way for registration and payment
2. Enhance patient flow and crowd control in clinics
3. Patients are offered more choices on top of the traditional payment methods
4. Equip staff for smart initiatives
Methodology :
A work-group for E-payment promotion was established with a 3 tiers model. First tier are core work-group members including doctor, nurse and clerical staff; second tier are assigned link persons of individual clinic, third tier are all clinic frontline staff.
Promotion
Eye-catching E-payment posters (with QR code for easy accessibility) were designed and posted up in clinics. One-page leaflet of kiosk payment and trilogy payment in HA Go App was designed for patient education. Broadcasting of official e-payment promotion video at waiting hall.
Staff training and monitoring
A virtual lunch forum was conducted to all clinics’ staff. On-site train-the-trainer sessions were provided by core workgroup. Link person of each clinic would be trained as trainer. To ensure the link persons were familiar with E-payment methods, return demonstration was required. There was close monitoring of the progress by core workgroup with 3-tiers communication platform and regular site visits to clinics.
Manpower arrangement
Clerical staff would be arranged to promote and assist patients to use the payment kiosk. There was also HA Go ambassador in clinics to promote and assist to download the HA Go.
Result & Outcome :
Information from the Finance Department showed that cash payment decreased from 26% to 19% in June 2023 - December 2023.
Furthermore, it was noted that from February to December 2023, the utilization rate of Kiosk and HA Go App for payment in HKEC GOPCs had increased significantly from 3.4% to 29 %, and from 0.1% to 7.6 % respectively.
The promotion of E-payment not only enhances patient experience, it also allows the clinic to operate more efficiently and to save manpower for more complex tasks.
