【普通科門診預約方法】電話預約服務簡介 (長者專籌/隨時/按鍵語音/持續更新名額/搜尋/查詢取消/預約程序步驟/常見問題/單張/Introduction of Telephone Appointment Service for GOPCs And FAQs) ...... !

​醫院管理局普通科門診電話預約服務簡介

醫院管理局（醫管局）「普通科門診電話預約服務」的主要目的是讓病人可安坐家中進行預
約，避免市民排隊輪籌，改善門診擠迫輪候的情況，以及減低交叉感染的風險。

現時，「普通科門診電話預約服務」是透過約800條電話線24小時提供預約服務，市民可於任
何時間致電預約未來24小時的診症名額。醫管局促請使用者留意以下事項：

長者預約專籌

根據長者過往對診所服務使用量作估算，各診所預留長者專籌，供65歲或以上患偶發性疾病
的長者透過電話預約，以維護長者能適時獲得醫療服務的機會。

任何時間致電預約

預約系統24小時運作，市民可隨時致電診所的預約系統，預約未來24小時或最早可供預約的
診症時段，而毋須於每日特定時間預約。

按鍵或語音輸入

電話預約系統有三種語言（即廣東話、英語、普通話）供來電者選擇。為配合不同使用者（包括長者）的需要，系統提供按鍵或語音輸入方式，兩者流程完全相同。在整個預約／查詢／取消的流程中，每個步驟均可以其中一種方式操作，來電者可自由選用適合自己的方式，按系統指示輸入所需資料。

持續更新未來時段的診症名額

電話預約系統會持續更新未來時段的診症名額，當中包括有病人取消預約，系統會即時撥回該診症名額到預約系統，供其他病人預約。因此，未能取得診期的使用者，可於稍後再致電有關診所嘗試預約。

搜尋就近診所的剩餘診症名額

電話預約系統把就近的普通科門診診所結連，形成一個診症名額互通的網絡。假如你致電的診所暫時額滿，系統會自動轉駁至就近的其他診所搜索其診症名額，一方面增加病人獲得診症名額的機會，另一方面有助善用資源，避免出現浪費診症名額的情況。
 
查詢及取消預約

電話預約系統設有查詢及取消預約的功能，醫管局鼓勵不能就診的病人盡早並最少於預約時間前一小時致電有關診所的電話預約系統取消預約，以騰出診症名額予他人使用，確保有效地善用資源。

備註：

 電話預約服務適用於曾在醫管局轄下醫院或診所登記或使用醫療服務的人士。新症病人（即從未於醫管局登記或使用醫管局服務的人士）需帶備身份證明文件正本，親身前往普通科門診診所登記，以核實資料，日後方可使用電話預約服務。

 普通科門診診所亦設有輔助處，為使用電話預約服務遇到困難的人士提供協助。假如你使用電話預約時遇到困難，可向輔助處查詢。此外，你的親友及不少社區組織如長者中心亦能提供協助。

 為鼓勵已預約但未能按時就診的病人盡早取消診期，電話預約系統設有既定措施，如病人於兩個月內有三次在任何普通科門診診所失約，病人會被暫時停止使用電話預約服務；如欲預約診症時間，必須親身前往診所查詢。
​
(二零一九年十月)
www.ha.org.hk/gopc

​Introduction of Telephone Appointment Service of General Out-patient Clinics

The Hospital Authority (HA)’s General Out-patient Clinic (GOPC) Telephone Appointment System (TAS) aims to allow patients to book GOPC appointments at home and prevent them from queuing up for quota. TAS also helps alleviate the crowded condition of clinics and reduce the risk of cross-infection among patients.

Currently, the GOPC TAS offers service through around 800 telephone lines 24 hours a day. A patient can book an appointment in the next 24 hours if quota is available. HA calls users’ attention to the following:

Elderly Appointment Quota

Based on previous service utilization pattern of the elderly, quotas have been reserved for the elderly aged 65 or above with episodic illnesses to enhance their accessibility to GOPC services.

Anytime Booking

TAS operates 24 hours a day so that members of the public can call anytime to make their clinic appointments for the next 24 hours. There is no need to make appointment at designated time point during the day.

Key-in or Voice Input

TAS offers three language options (i.e. Cantonese, English and Putonghua) for callers. Taking into consideration the needs of different users (including the elderly), the system supports two different input methods (i.e. key-in and voice input). The call flow for both input methods is identical.

Throughout the booking / enquiry / cancellation process, callers may choose to use either input methods for each step. Callers may choose the most comfortable way for themselves to operate the system and input the information required according to the system instruction.

Continuous Quota Update

TAS would continuously update the quota status which includes quotas released back to the system upon cancellation of appointment by patients. Therefore, patients who are unable to secure an appointment may consider calling back again later for booking.

Search for Quota in Nearby Clinics

For the convenience of patients and good use of resources, TAS links the nearby GOPCs together as a network, within which quota of different clinics could be checked and offered for booking. If the consultation quota of the called clinic is temporarily full, the system will automatically be diverted to the nearby clinics and identify available quotas for public to book via TAS. This arrangement could increase the chance of getting an appointment for patients, and at the same time achieve better utilization of resources by preventing wastage of consultation quota.

Appointment Enquiry and Cancellation

TAS has the appointment enquiry and cancellation function. In case patients cannot turn up for a booked appointment, HA encourages patients to make a cancellation through the system as soon as possible and at least one hour before the scheduled appointment time. The quota will then be released for booking by the general public so as to optimize the use of public resources. 

Notes:

 Telephone appointment service is provided to people who have registered or used services in any hospital or clinic under HA previously. If you are a new patient (i.e. a person who has never registered in HA nor used HA services), you are required to bring your original identity document and make registration in person at a GOPC. Upon verification of personal data, you may use TAS for making GOPC appointment.

 Help desks have been set up in GOPCs to provide suitable assistance to anyone who encounter difficulties in using the telephone appointment service. If you have any difficulties in using telephone booking, you may approach our help desks. Besides, your family and friends, as well as some community organizations such as elderly centres may also be able to help.

 TAS has incorporated measures to encourage patients, who are unable to attend their scheduled appointment, to cancel their booked appointment as soon as possible. Patients who fail to attend a booked appointment for 3 separate occasions within 2 months will be suspended from using TAS temporarily. These patients would have to enquire at clinic in person if they would
like to make appointment for consultation service.

(October 2019)

www.ha.org.hk/gopc

https://www.ha.org.hk/haho/ho/hacp/IVAS_intro_en.pdf

​常見問題 (有關 普通科門診電話預約服務)

1. 我從未使用普通科門診服務， 應如何預約 診 症時 間 ？

​答 : 電話預約服務適用於曾在 醫院管理局 (醫管局 )登 記 或 使用醫療服務 的 人 士。假如你曾 使用 醫管局轄下 醫院或診所 的服務，你可直接致電欲使用的普 通科門診診所的電話預約系統預約診 症時 間。新症病人請帶備身份證明文件 正本，親身前往普通科門診診所登記，然後致電電話預約系統進行預約。

2. 我已 在 一間 普 通科 門診 診 所登 記 使用 普通 科 門診 電 話預 約服 務，是 否 可以 預 約任何一間 普通科門診診所？

答 : 為方便病人，你只需在一間普通科門診診所登 記 或曾 使用 醫管局轄下醫 院或診所的服務，日後便可以透過電話預約系統，預約普通科門診診所的服 務，無須分別在不同地區逐一 登記。

3. 我已 透 過電 話 預約 系統 成 功預 約，但 爲 什麼 我 首次 抵 達診 所就 診 時還 需 要進 行登記手續？

答 : 假如你第一次透過電話預約系統成功預約某普通科門診診所，你仍需要 在首次就診時完成相關的登記手續，以核實身份，診所職員亦會藉此機會向 你確認系統中的資料是否需要更新。有關的登記手續爲一次性，日後你再次 使用 同區診所 的服 務時並不用進行有關手續 。

4. 我想預約診症時間，應該在甚麼時間致電電話預約系統？

答 : 普通科門診電話預約系統 24 小時不停運作，並持續更新未來時段的 診 症名額。此 安排 除 了 方便 病 人，亦避 免 電 話線 路 於特 定 時段 過份 繁 忙。因此 ， 你可隨時致電診所的預約系統，而無須於特定時間致電預約系統。

5. 我可否預約未來 24 小時以外之診症時 間？

答 : 電話預約系统主要為偶發性疾病 (如感冒、傷風、腸胃炎等 )病人而設， 讓病人透過電話預約系統預約未來 24 小時之診症時段。偶發性疾病病人的 病情雖並非緊急，我們亦希望病人盡早獲得診治，若延長預約時段至 24 小 時以上，一方面未能適切地迎合病人及早求診的需要，病人 失 約的機會亦 有 可能增加，引致浪費診症名額 。

6. 我可否選擇診症時間？

​答 : 為盡量善用資源，避免 診症名額 被浪費，電話預約系統會為你安排最早 的診症時段，並以順序方式編配診症時間。假如你不接受系統提供的時間， 可以放棄該預約時間，再另行選擇搜尋未來 24 小時其他有剩餘診症名額的 時段，例如上午、下午及晚上，系統會因應你的選擇及 診症名額的剩餘狀況 再編配該時段內最早可提供的診症時間。

7. 我應該用按鍵或是語音去操作電話預約系統?兩種方式可以交替使用嗎?

答 : 電話預約系统支援兩種不同的操控方式，你可以選擇最適合你的方式去 使用。在每一個步驟你都可以 選 擇使 用其 中 一種 方 式去操作 。

8. 如果 使 用語 音 輸入 ，我應該在何時才發出語音指示？

答 : 系統 會 在每段指示 後 發出“咇”一聲，請 在聽 到 “咇” 一聲之後 講出 語 音指示。

9. 我已經在“咇”一聲之後輸入，為何系統未能識別？

答 : 其中 一個較常見的因 素是 講出語音指示的聲量。你 可以 提高說 話 的聲量 或在一個較寧 靜的 環境 下 清晰 地講出你的指 示， 以 進行 預約。

10. 如果輸入錯誤，我可以怎麼辦？

答 : 輸入期間你 可隨時按“＊”去重新輸入；或在 系統發出重新輸入的指示 後再 次 輸入。

11. 成功預約後，我需要帶備什麼文件就 診？

答 : 請帶備身份證明文件及醫療紀錄冊(如 有)，於 預約 時 間 前 15 分鐘抵達診 所，辦理登記手續。

12. 我忘記 了已預約的診症 時 間， 該 如何查詢預約詳情 ？

答 : 請致電你已 預 約之診所的電話預約系統，按照操作指示 查詢預約詳情 。

13. 假如我不能依時就 診， 該 如何取消預約？

答 : 請盡早並最少於預約時間前一小時致電有關診所的電話預約系統，按照 操作指示取消預約，以騰出 診症名額 予他人使用，使 診症名額 得以善用。假 如你於過去兩個月內有 三 次在任何普通科門診診所 失約，你將 會 被暫 時 停止 使用電話預約系統。如欲預約診症時間， 必須親身 前往診所查詢。

14. 假如在操作 電話預約上遇到困難 ，我可以怎麼辦？

答 : 普通科門診診所設有輔助處，為使用電話預約服務遇到困難的人 士提 供 協助。假如你使用 電話預約時遇到困難，可向輔助處查詢。此外，你的親友 及不少社區組織如長者中心亦能提供協助。
​
15. 醫管局會否考慮開發網上預約系統或手機應用程式以便市民預約普通科門 診服務？

答 : 醫管局會詳細考慮從不同渠道收集的意見，積極探討各類型可行方案， 包括研究開發手機應用程式 作預約普通科門診服務之用， 從 而 加強預約服 務。

​(二零一 九 年 十 月 ) www.ha.org.hk/gopc

Frequently Asked Questions (FAQs) About GOPC telephone appointment service

1. I have never used GOPC services before. What should I do to make an appointment?

Answer: GOPC telephone appointment service is provided to people who have registered or used services in the Hospital Authority (HA) previously. If you have used hospital or clinic services of HA before, you may make an appointment through the GOPC telephone appointment system directly. If you are a new patient, please bring your original identity document and make registration in person at a GOPC. After registration, you may make appointment through the telephone appointment system.

2. I have registered at a GOPC to use the telephone appointmentsystem. Can I make appointment at any GOPCs?

Answer: For the convenience of patients, you may use telephone appointment system to make GOPC appointment once you have registered in a GOPC or used hospital or clinic services of HA.

3. I have successfully made an appointment through the telephone appointment system. Why do I still need to proceed with the registration procedure when I attend the clinic for the first time?

Answer: If it is for the first time that you successfully made an appointment at a GOPC, you are required to complete the registration procedure at your first attendance for identity verification. Clinic staff would take this opportunity to verify with you your personal data and confirm if update to the information in the system is required. The arrangement is one-off and it would not be required for you to repeat the concerned procedure in clinics of the same district.

4. I want to make an appointment. When should I call the telephone appointmentsystem?

Answer: The telephone appointment system operates 24 hours a day and it would continuously update the quota status. This arrangement aims to bring convenience to patients and avoid busy telephone lines at a specific period of the day. Therefore, you may call the appointment system anytime and it is not necessary to call the system at designated time point.

5. Can I make an appointment beyond the next 24 hours?

Answer: The telephone appointment system allows patients with episodic illnesses (e.g. influenza, colds, gastroenteritis) to reserve consultation timeslot available in the next 24 hours. Although episodic cases are usually non-urgent, we encourage patients to seek medical consultation as soon as possible. If appointment timeslot beyond the next 24 hours is offered, this may not meet the need of patients on receiving timely medical treatment. On the other hand, there may also be an increase in default rate and wastage of quota.

​6. Can I select my consultation timeslot?

Answer: To optimize the use of resources and avoid wastage of quota, the telephone appointment system would identify the earliest available consultation session in the next 24 hours and allocate consultation timeslot on a sequential basis. If you do not accept the offered timeslot, you may give up the offer and choose to search for available quota in other sessions of the next 24 hours, such as morning, afternoon and evening. The system would allocate the earliest available timeslot in your selected session depending on quota availability.

7. Should I use key-in or voice input to operate the telephone appointment system? Can two input methods be alternatively used?

Answer: The telephone appointment system supports both input methods. You may choose the most comfortable way for yourself to use. At each step throughout the process, you can choose to use either input method.

8. When should I say the instruction if I use the voice input method?

Answer: There will be a “beep” after each instruction script. You may say your instruction after the “beep”.

9. Is there any reason that my instruction cannot be recognized by the system?

Answer: One of the common factors is the volume of your voice instruction. Speak louder or say the instruction clearly in a quiet environment can usually help.

10. If I want to re-enter the information. What should I do?

Answer: If you would like to re-enter the information, you may either press “*” anytime during the data input or wait for the system’s instruction for re-input.

11. I have made an appointment. What should I bring when attending the appointment?

Answer: Please bring your identity document and handheld medical record (if any) and register at the shroff office in person 15 minutes in advance of your appointment.

12. I forgot the time of my booked appointment. How can I check the details of my booked appointment?

Answer: Please call the telephone appointment system of the clinic with which you have the appointment and follow the instruction to enquire your appointment details.

13. How can I cancel my appointment if I cannot attend as scheduled?

Answer: Please call the telephone appointment system of the concerned clinic to make a cancellation as soon as possible and at least one hour before your scheduled appointment. The quota will then be released for booking by the general public so as to optimize the use of quotas. If you failed to attend an appointment for 3 separate occasions within 2 months at any GOPCs, you will be suspended from using the telephone appointment system temporarily. If you would like to make appointment for consultation service, please enquire at clinic in person.

14. What should I do if I encounter difficulties in using the telephone appointment system?

Answer: Help desks have been set up in GOPCs to provide assistance to people who encounter difficulties in using the telephone appointment service. If you have any difficulties in using telephone booking, please approach our help desks. Besides, your family and friends, as well as some community organizations such as elderly centres may also be able to help.

15. Would HA consider introducing GOPC appointment booking via internet website or mobile application for the convenience of the public?

Answer: HA has been considering in detail views collected through various channels to further improve the appointment booking service, including the development of a mobile application for making GOPC appointments.

(October 2019) www.ha.org.hk/gopc

https://www.ha.org.hk/haho/ho/hacp/FAQ_IVAS_en.pdf