Proposed Topic (Most preferred): :
Enhancing Partnership with Patients and Community (Projects initiated to engage patients / carers / community to improve efficiency / quality of care)
Authors (including presenting author) :
LIU TH(1), YIU WB(1), LIU YH(1)
Affiliation :
(1)Department of Psychiatry, Kowloon Hospital
Introduction :
In our commitment to provide patient care and improve the visitors’ experience in our Gazette Admission Wards services, department has identified the informational needs for a more streamlined and automated information access system for the visitors. Currently, visitors approach ward staff to inquire about generic and illness-based information. This process, handled by staff through verbal explanations and supplemented by leaflets, can lead to increased waiting times for visitors. Equipped with a touchscreen interface, the digital kiosk is interactive, user-friendly, and readily available, and can be accessed without the need for staff intervention. Introducing the digital kiosk system is a significant step towards modernizing our wards and aligning our services with the digital age. It reflects our commitment to offer possible alternatives to meet the informational needs of our visitors.
Objectives :
The proposed improvements aim to enhance the visitor's experience in accessing information related to our department and mental health. In addition, it is also expected to alleviate possible staff workload in handling a broad range of visitors’ inquiries with support of digital technology. Key improvements include:
1. Streamlining access to both generic hospital/ department and specific mental health information.
2. In line with the hospital's “SMART” initiative to promote hospital image.
3. Improving visitors’ satisfaction through easy access to relevant information with interactive mode.
Methodology :
1. A task force, composed of representatives from various sub-specialties, was established in April 2023. They were tasked with formulating the content and layout of the digital kiosk system. The kiosks were designed to provide information on patient admission and discharge procedures, details about each clinical service team, common mental illnesses and related treatments, mental health ordinances, mental health tips and resources for carers.
2. Ten digital kiosks were installed outside five gazette wards. These kiosks display general information such as infection control issues, visiting hours, etc. Additionally, five kiosks were equipped with touchscreen functions to provide an interactive platform for displaying specific information, such as details on various mental illnesses. These interactive elements can make enquiry about various topics more engaging and effective, enhancing the overall visitors’ experience.
3. Feedback was actively gathered from visitors to ensure the system able to meet users’ needs and to guide future improvements.
Result & Outcome :
To evaluate the effectiveness and users’ satisfaction of our new kiosks, we conducted a comprehensive survey that gathered feedback from 45 visitors who interacted with the kiosks. The feedback collected from visitors has been overwhelmingly positive. The majority of users found the kiosk easy to navigate; 85% of participants gave positive feedback on its hardware, 80% rated the information provided as very informative, and 78% commended its aesthetically appealing design. Overall, more than 80% of respondents agreed that the kiosk significantly enhancing their visiting experience, highlighting its utility as a mental health education resource.
We are confident that these results effectively demonstrate the kiosk system's ability to provide a rewarding experience to our visitors. As we look to the future, we plan to further refine the system based on users’ feedback and expand its implementation to other service units including non-gazette wards, SOPD, day hospitals, etc. With a strong emphasis on patient-centric care, we are committed to ensuring that our kiosk system remains user-friendly, comprehensive, and capable of providing quick and easy access to the information our visitors find most useful.
