Proposed Topic (Most preferred): :
Enhancing Partnership with Patients and Community (Projects initiated to engage patients / carers / community to improve efficiency / quality of care)
Proposed Topic (Second preferred): :
HA Young Investigators Session (Projects to be presented by HA staff who had joined HA for 10 years or less)
Authors (including presenting author) :
CHEUNG MN(1), Tung MK(1), Kan WY(1), Leung PY(1), LUI BK(2)
Affiliation :
(1)Administrative Services Division, Kwong Wah Hospital
(2)Department of Medical Social Service, Kwong Wah Hospital
Introduction :
The Kwong Wah Hospital (KWH) Phase 1 Commissioning was started in April 2023 and completed in July 2023. With the increased total floor area to approximately 145,000 square meters, the A&E service area had expanded by 2.6 times. In the new 17-storey complex with 2 basement levels, the public lift zones are divided into Low Zone and High Zone lifts. During the transition period and the phased relocation of services, KWH operated in a dual-service mode to cope with the operational needs. In the context of KWH’s new environment, new workflows and procedures, a hospital ambassador project was introduced in March 2023 to enhance the patient journey and patient experience. The project lasted from April to December 2023 and the ambassadors were composed of trained contractors and volunteers to assist all stakeholders including patients and visitors with wayfinding, enquiries, and all-rounded support related to hospital services. As the first point of contact and stationed at various strategic locations in KWH, the ambassador service not only enhanced patient and visitor journey but also resulted in facilitating the clinical services such that clinical staff could focus on clinical duties without hassles.
Objectives :
(1) to create a patient-centric experience for stakeholders (2) to ensure a smooth transition and foster a supportive environment in the new hospital setting (3) to improve stakeholders’ satisfaction, and promote a caring hospital image
Methodology :
A questionnaire was launched in December 2023 to assess patients’ and visitors’ satisfaction with the hospital ambassador service and to evaluate the effectiveness of hospital ambassadors in providing assistance and support. Data collected from all respondents were analyzed.
Result & Outcome :
A random sample of 675 patients and visitors who interacted with hospital ambassadors during their visit to KWH were interviewed and completed the survey. 98.3% (663/675) of respondents were satisfied with the performance of the hospital ambassador service. 97.2% (656/675) of respondents found that hospital ambassadors helped them get familiar with the new building of KWH. 97.9% (661/675) of respondents agreed that hospital ambassador service could be provided in other public hospitals or clinics. In addition to the survey result, appreciation and recognition had also been received from the patients and visitors for acknowledging and commending the hospital ambassadors for their contributions to a patient-centric journey. The positive response and feedback demonstrated the effectiveness and success of the commissioning in enhancing the patient experience and ensuring a smooth and seamless transition.
