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Q Bulletin, Volume 1, No. 32 (Supplement 1), Jan - Dec 202412th National QA Convention, 8 %u2013 10 October 2024QLL-78Increasing the Usage of E-Appointment System among Walk-in Patients to KlinikKesihatan in Timur Laut and Barat Daya DistrictsKow FP1, Siti Khamariah A2, Leow HT1, Tang WS1, Norashimah I2, Lee C1, Lim BK1, See HM2, MohdRadi P1, Kalimuthu AL1, Muhendran B11Pejabat Kesihatan Daerah Timur Laut, Pulau Pinang2Pejabat Kesihatan Daerah Barat Daya, Pulau PinangSELECTION OF OPPORTUNITIES FOR IMPROVEMENT:E-appointment system for walk-in patients plays an important role for crowd control in klinik kesihatan.Low usage of the e-appointment system among walk-in patients leads to unpredictable waiting time andeventually causes poor satisfaction among patients and health-care workers.KEY MEASURES FOR IMPROVEMENT:The indicator was the percentage of e-appointment usage among walk-in patients to klinik kesihatan. Thestandard was to increase the usage of the e-appointment system to 50%.PROCESS OF GATHERING INFORMATION:The study was conducted from October 2022 to January 2024 through universal sampling. A total of twocycles were performed. The sampling tools include patient registration record system, and knowledgeassessment questionnaires on e-appointment among all walk-in patients and staff. Patient satisfactionscore in klinik kesihatan was measured in year 2022 and year 2023.ANALYSIS AND INTERPRETATION:The pre-remedial usage of the e-appointment system was 9.5%. The contributing factors were noscreening of walk-in patients for e-appointment, inefficient clinical triaging and lack of awareness andeducation regarding the e-appointment system. The ABNA was 40.5%.STRATEGIES FOR CHANGE:Promotional activities via banners at klinik kesihatan and during the outreach programme were held.Development and training of the e-appointment module consisting of five sub-modules- appointment slotsystem, usage of MySejahtera as e-appointment, Help Desk assistance, clinical triaging system andfrequently asked questions were carried out.EEFECTS OF CHANGE:The ABNA was reduced from 40.5% to 22% (after 1st cycle), and further reduced to 12% (after 2nd cycle).The improvement in Model of Good Care after two cycles was evident through several key changeswhere 100% walk-in patients were screened, clinically triaged and help desk assistance on education ande-appointment booking provided. The health-care staff knowledge score on the e-appointment systemshowed an improvement from 50% to 83.6%. Less crowding in klinik kesihatan was seen and the patientsatisfaction median score has improved from 86.5 to 91.THE NEXT STEP:Consistent promotional activities about the benefits of the e-appointment system and training of new staffon the e-appointment module will be conducted to ensure the sustainability of the improvement.175 | Page