Frequently Asked Questions

Q1.

I lost my username or password, what should I do?

Please download the latest version of HA Go in Google Play, Huawei AppGallery or App Store.

1. Retrieve username

Please tap 'Forgot username' in the login page of HA Go and follow the instructions to recover your username. The username will be sent to you by SMS.

2. Forget password

After confirming your username, please follow the instructions in 'Forgot password' in the login page of HA Go.

Note: Please be aware of the letter case. After resetting password, you may log in to HA Go.

If you encountered difficulties in the above process, you can also approach the HA hospital/clinic* counter displayed with a "HA Go" logo for assistance upon next appointment for retrieving your HA Go username.

*Please refer to the updated list of HA Go counters: https://www2.ha.org.hk/hago/en/patient/activation/activation-location

Q2.

Can I login with fingerprint or facial recognition?

To use fingerprint or facial recognition, the mobile phone must be equipped with biometric authentication. For iOS mobile phone, it should support Face ID or Touch ID. For Android mobile phone, it should support Fingerprint authentication.

Please follow the steps below to enable using your fingerprint or facial recognition to login HA Go.

1. Enable fingerprint or facial recognition access by HA Go in your mobile device

Android device:

Apple device:

2. Set up fingerprint or facial recognition to login HA Go

Q3.

I changed my mobile phone number, any impact to my HA Go?

When you (i) login HA Go with a new device or (ii) reset password, we will send an OTP (one-time-password) to your registered phone number via SMS.
Therefore, we suggest you to update your mobile phone number in HA Go under 'Profile' as soon as possible.

You can still access HA Go with your username and password having changed your mobile phone number.

If you are unable to receive the verification code and log in HA Go because the registered mobile number is no longer in use, you have to delete your HA Go account and re-register. Please bring your HKID card to hospitals/ clinics counter* displayed with an “HA Go” logo for assistance upon your next appointment.

*Please refer to the list of HA Go counters in our hospitals/ clinics: https://www2.ha.org.hk/hago/en/patient/activation/activation-location#region=HK

General & Account-related

General

About HA Go

Q1.

What is HA Go?

HA Go is a one-stop app integrating several HA apps with new useful features and functions. The app facilitates patients to manage health care at their fingertips more effectively. Patients can also invite family members as designated carers to manage and view their personal health records via HA Go.

With HA Go, one can check appointments made in HA hospitals or clinics, pay hospital bills, book appointment for new case of specialist outpatient services, view medication and perform rehabilitation exercise following prescriptions.

Different functions of HA Go will be released in phases. Stay tuned.

For details, please refer to HA Go website: https://www2.ha.org.hk/hago/en/about-ha-go/ha-go/what-is-ha-go

Q2.

What information can I see in HA Go?

You can access general information about the Hospital Authority on HA Go without an account. However, you may register your own HA Go account if you want to use features which require access to personal information. Please refer to Membership.

Q3.

Who can register for HA Go ?

In current phase, holders of Hong Kong Identity Card aged 18 or above can register their own HA Go account. Parents (also a HA Go member) can register for their children who are aged below 18 with Hong Kong Birth Certificate. We shall further expand HA Go to other groups.

Q4.

Which mobile phone models support HA Go?

Most smartphone models with internet access support HA Go. Please click here for the supported mobile platforms and operating system versions.

Q5.

Can I use tablet device or iPad to use HA Go?

HA Go is supported by smartphones and tablet devices with internet connection.

Registration

Q1.

Can I join HA Go if I do not have Hong Kong Identity Card?

In current phase, holders of Hong Kong Identity Card aged 18 or above are eligible to join HA Go as member. Parents (a HA Go member) can also register for their children who are aged below 18 with Hong Kong Birth Certificate. We shall further expand HA Go to other groups.

Q2.

How can I register HA Go?

Hong Kong Identity Card holders aged 18 or above may register as HA Go member. You can join HA Go if you are a patient of the Hospital Authority (HA), or you have registered in an HA hospital / clinic.

You can firstly complete the HA Go registration at home (download the “HA Go” application from the App Store / Google Play / Huawei App Gallery, register HA Go by inputting your personal details). If there appears "Upgrade now", please activate your account according to the instructions. For details of account activation, please click here.

Parents (a HA Go member) can also register for their children who are aged below 18 with Hong Kong Birth Certificate.

Q3.

I am under 18 years old, can I register HA Go?

If you are under 18 years old, you can be registered by your parent, who is a HA Go member as well. Please click here for details of registration for children.

Q4.

During registration, I do not receive the SMS one-time-password (OTP), what should I do?

Registration is not completed if you have not entered verification code in the process. You may register again with your personal information.

If you do not receive a SMS OTP in 60 seconds, you can request a new SMS OTP by pressing 'Resend'. If the problem persists, please check if you have entered the correct mobile phone number and continue the registration.

Account activation

Q5.

How can I activate my HA Go account?

There are various means to activate your HA Go account:

1. Activate at HA hospital/clinic* : Please bring along your Hong Kong identity card and the QR code generated in HA Go to an HA hospital/clinic* to activate your account. You can choose to complete the activation during your next visit to the public hospital/clinic* for appointment.

*Please refer to the updated list of HA Go counters: https://www2.ha.org.hk/hago/en/patient/activation/activation-location

2. Activate directly if you have registered "iAM Smart"# or "eHealth" (applicable to aged 18 or above). After selecting "Activate now", we would lead you to activate step-by-step without approaching HA hospital/ clinic in-person.

# “iAM Smart” is a one-stop personalised digital services platform provided by the HKSAR Government. Please click here for more information about 'iAM Smart'.

Q6.

Which HA clinics can I go for account activation?

There are activation counters at HA hospitals/clinics.

Please bring along your Hong Kong identity card and the QR code generated in HA Go to an HA hospital/clinic* to activate your account. You can choose to complete the activation during your next visit to the public hospital/clinic* for appointment.

*Please refer to the updated list of HA Go counters: https://www2.ha.org.hk/hago/en/patient/activation/activation-location

Q7.

How can I retrieve the QR code in order to activate my HA Go account?

Please follow the following steps to retrieve your QR code for activation:

Q8.

Why account activation is a must?

It is important to prevent unauthorised access to personal records through unique identification. During account activation, your identity document will be verified against the records to ensure the records belong to you.

Q9.

Is there any impact to my HA Go account if I haven't completed verification?

You will not be able to use features which require access to your personal information (e.g. appointment booking) without an activated account. However, you can still access general information about HA on HA Go.

To enjoy more functions in HA Go, please activate HA Go now! For details of account activation, please click here.

Q10.

Can I ask my family / friend to activate my HA Go account for me?

To protect patient data and privacy, patient is required to register HA Go according to his/her identity documents. Your HA Go account will be activated after identity verification. This is to ensure that the records belong to you.

You can also activate directly if you have registered "iAM Smart"# or "eHealth" (applicable to aged 18 or above). After selecting "Activate now", we would lead you to activate step-by-step without approaching HA hospital/ clinic in-person.

# “iAM Smart” is a one-stop personalised digital services platform provided by the HKSAR Government. Please click here for more information about 'iAM Smart'.

Personal information

Q11.

I have input my correct identity information. Why HA Go does not allow me to proceed with registration?

During HA Go registration, the personal information you've provided will be checked against your records in the Hospital Authority (HA) to protect data and privacy. There are various scenarios that you may not be able to procced the HA Go registration:

1. Unmatched personal information

If the input information does not match with HA’s records (e.g. HA may not have your latest personal information), we suggest you to update your personal information at HA by presenting your HKID card to any HA hospital / clinic for identity verification. After the update, you can register HA Go in the app and activate your account at any HA Go counter*.

2. No information at the HA

If you are not a patient of the HA, please register your information at HA by presenting your HKID card to any HA hospital / clinic for identity verification. After that, you can register HA Go in the app and activate your account at any HA Go counter*.

*Please refer to the list of HA Go counters: https://www2.ha.org.hk/hago/en/patient/activation/activation-location

Q12.

Can I share my mobile phone number with others for registering HA Go account?

HA Go supports multiple accounts using the same mobile phone number.

Account

General

Q1.

I lost my user name or password, what should I do?

Please download the latest version of HA Go in Google Play, Huawei AppGallery or App Store.

1. Retrieve username

Please tap 'Forgot username' in the login page of HA Go and follow the instructions to recover your username. The username will be sent to you by SMS.

2. Forget password

After confirming your username, please follow the instructions in 'Forgot password' in the login page of HA Go.

Note: Please be aware of the letter case. After resetting password, you may log in to HA Go.

Q2.

Can I login with fingerprint or facial recognition?

Please follow the steps below to enable using your fingerprint or facial recognition to login HA Go.

1. Enable fingerprint or facial recognition access by HA Go in your mobile device

Android device:

Apple device:

2. Set up fingerprint or facial recognition to login HA Go

Q3.

I do not receive an SMS OTP (one-time-password) or the SMS OTP has expired, what should I do?

You can request a new SMS OTP by pressing 'Resend'.

If you are unable to receive the verification code for HA Go login because your registered mobile number is no longer in use, you may have to delete your HA Go account. To do so, please present your Hong Kong Identity Card at the HA Go counters* upon next appointment for assistance.

After that, you can register in HA Go with your new mobile phone no., and activate your account at the same counter.

Please refer to the list of HA Go counters: https://www2.ha.org.hk/hago/en/patient/activation/activation-location

Q4.

Can I share my mobile device to my family and friends for HA Go login?

HA Go supports user to log in to different accounts in the same mobile device. You and your family members can log in individual HA Go account (by individual username and password) at your mobile phone.

To protect patient data privacy, only one person can log in to HA Go on the same mobile device each time. If you wish to switch user, please log out HA Go first (click here for details). For security reasons, fingerprint login will be disabled upon login to a different account.

Q5.

I have registered and input my personal details in HA Go. But I cannot access my appointment records.

To have full access of your HA Go, you need to verify your account first. Please click here for details of account activation

Q6.

I no longer need to access my records, can I close my HA Go account?

We recommend keeping your HA Go account so that you can enjoy new features of HA Go to better manage your own health in the future.

For assistance, please present your Hong Kong Identity Card at any HA Go counter*. After verification, counter staff will delete your account upon request.

Please note that you would need to register in HA Go and activate your account again if you wish to use HA Go in the future.

*Please refer to the list of HA Go counters: https://www2.ha.org.hk/hago/en/patient/activation/activation-location

Q7.

When I closed my account, does HA Go keep the records in my account?

After deleting the HA Go account, you cannot access any records of that account. When you register HA Go and activate your account again, you can access the health records of the Hospital Authority in your old account. However, the account data, notifications and the information you input in the old account would not be kept. For example:

• Record of your carer and person under your care

• Child’s HA Go account registered by you

• MyHealth - Health figures input in My Measurement

• My Pregnancy - Information input in My Journey and Hospital Bag Checklist for delivery

Q8.

My account is locked.

Normally, we do not lock account. Your account may be temporarily not accessible due to various reasons, e.g. input incorrect password for 5 consecutive times, you can reset your password or try to login later.
If the problem persists, you can approach the HA hospital/clinic* counter displayed with a "HA Go" logo for assistance upon next appointment for retrieving your HA Go username.

*Please refer to the updated list of HA Go counters: https://www2.ha.org.hk/hago/en/patient/activation/activation-location

Q9.

Why can't I log in HA Go via "eHealth" or "iAM Smart"?

HA Go members who are aged 18 or above can log in with “eHealth” or “iAM Smart”.

During logging in to HA Go via “eHealth” or “iAM Smart”, the personal information provided via “eHealth” or “iAM Smart” will be checked against your records in HA Go to protect data privacy. There are several scenarios that you may not be able to log in via “eHealth” or “iAM Smart”:

1. No account at HA Go

If you have not registered HA Go, please register first. For more details on registration and account activation in HA Go, you may visit https://www2.ha.org.hk/hago/en/patient/registration/adult

2. Unmatched personal information

If the personal information provided via “eHealth” or “iAM Smart” does not match with HA Go's records, we suggest you logging in HA Go with other means, e.g. username and password.

Q10.

How to log out HA Go?

To log out HA Go, go to HA Go app > “More” > “Logout”. To prevent unauthorised access and protect patient data privacy, HA Go will log out automatically after idling for a certain time period.

Information update

Q11.

Do I have to register HA Go again if I change my mobile phone device?

No, registration is not required again. You can login to HA Go with your username and password, but you need to re-install the HA Go app from the Apple App Store, Google Play or Huawei AppGallery.

Q12.

I changed my mobile phone number, any impact to my HA Go?

*Please refer to the list of HA Go counters in our hospitals/ clinics: https://www2.ha.org.https://www2.ha.org.hk/hago/en/patient/activation/activation-location#region=HK

Q13.

Can I update my email address in HA Go?

You can update your email address in your "Profile" after logging in to HA Go. Please see the below steps for reference.

Q14.

I have changed my personal particulars, e.g. name, address etc., what should I do?

You should update your personal particulars at any HA hospitals / clinics by presenting your latest identity document. Your personal data in HA Go will then be updated based on your latest record in HA.

Q15.

Can I change my username?

HA Go username is used to identify the individual HA Go member and for login to HA Go. Thus, the username cannot be updated after registration.

Carer

About carer

Q1.

What is ”invited carer” and who are eligible?

This is a service of HA Go that enables HA Go full members aged 18 years old or above to share their personal health information and medical record with designated carers through inviting the carer through HA Go.

Please refer to the details of "invited carer" (click here) and the carer access scope (click here).

Q2.

How many carer can I have?

Currently, you can invite up to 10 HA Go full members as your carers. Besides, you can take care of up to 10 HA Go full members.

Q3.

How long will the patient-carer relationship last?

The relationship is valid unless it is cancelled by either side.

Inviting a carer

Q4.

Who can I invite to be my carer? How can I do that?

You can invite anyone who is also an HA Go full member and aged 18 years old or above to be your carer. For more details, please visit https://www2.ha.org.hk/hago/en/carer/carer

Q5.

I have changed my mind/made a mistake in inviting the carer. How do I revoke the invitation?

You can revoke the invitation on HA Go any time.
Once you revoke an invitation (or remove a carer), the carer will not be able to view your records or receive any related notification via HA Go.

Taking care of others

Q6.

As a carer in HA Go, what can I do?

You can manage and view your family member's health records via your HA Go. Please refer to the details of carer access scope (click here).

If you are a parent (i) who has registered an HA Go account for your child under age 18 or (ii) who is invited to be a carer of your child in HA Go, you can manage and view personal health records of your child via HA Go. Please refer to the details of register for my child (click here) and invite carer for my child (click here).

Q7.

Can I add my family members or friends and be their carer in HA Go?

Invitation of carer is a personal choice. You are encouraged to first discuss with your family members or friends if he/she wants to invite you to be his/her carer. An invited carer should be an HA Go full member first.

For more details, please visit https://www2.ha.org.hk/hago/en/carer/carer

If you wish to add a child (under age 18) under your HA Go account, please refer to the details of register for my child (click here) and invite carer for my child (click here).

Q8.

Can I decline to be a carer or remove the person under my care?

You can decline to be a carer when you receive an invitation or choose to remove anyone from your list any time after becoming a carer.
Once you remove the person from your list, you will not be able to view his/her records and receive any related notifications via HA Go.

My Child

Parent - Register for my child

Q1.

Can I register HA Go for my child?

In current phase, if you are a member of HA Go, you can register for your child if he/ she is:
- aged below 18 with Hong Kong Birth Certificate; and
- a patient of the Hospital Authority (HA)

You can complete the registration at home first. Please bring (i) your Hong Kong Identity Card, (ii) your child's Hong Kong Birth Certificate (as a proof of parental relationship) and (iii) the QR code generated in HA Go to a HA hospital/clinic* to activate the account upon next appointment.

*Please refer to the list of HA Go counters for account activation: https://www2.ha.org.hk/hago/en/patient/activation/activation-location

Please check here for FAQ about account activation for children.

Q2.

Do I need to activate my child's HA Go account in-person?

To protect patient's privacy, only parents can register and activate HA Go account for their child. During account activation, please present (i) your Hong Kong Identity Card, (ii) your child's Hong Kong Birth Certificate (as a proof of parental relationship) and (iii) the QR code generated in HA Go. The above identity documents will be verified against the records to ensure the records belong to your child.

Please refer to the list of HA Go counters for account activation: https://www2.ha.org.hk/hago/en/patient/activation/activation-location

If you (a mother) registered for your child who was born in any hospital of HA and the personal information provided was matched with the records in HA, the child’s account will be automatically activated upon completing the HA Go registration.

Q3.

Can both parents register for the same child through HA Go?

In current phase, a child can be registered by one parent only.

However, you can invite your spouse to be the carer of the child to manage and access the child's records in HA Go. Please refer to the details of "Parent - Invite Carer for My child (another Parent)" (click here).

Q4.

Can I register HA Go for my child if I am not a patient of HA?

In current phase, you can register for your child if you are a member of HA Go. If you are not a patient of the HA, please register your information at HA by presenting your HKID card to any HA hospital / clinic for identity verification. After that, you can register HA Go in the app and activate your account with varies means.

Please refer to the details of account activation (click here) and register for my child (click here).

Parent - Access to my child's records

Q5.

What information can the parent see?

Please refer to the details of carer access scope (click here) and "Parent - Invite Carer for My Child (another Parent)" (click here).

Q6.

Can I invite carer for my child?

The parent who registered for the child can invite anyone who is also an HA Go full member to be the child's carer, so that they can access the child's personal health records in HA Go.

Please refer to the details of "Parent - Invite carer for My child" (click here) and the access scope (click here).

Q7.

Can I assign another parent for my child?

The parent who registered for the child can invite another parent (an HA Go Full member) to be the child's parent-carer (up to 2 parents can be set), so that both parents can access the child's personal health records in HA Go. Please refer to the details of "Parent - Invite Carer for My Child" (click here) and the access scope (click here).

For assigning parent-carer, it can be done (i) during invitation of carer for the child or (ii) in the carer's page of the child. Also, the assignment can be updated anytime. Please refer to the details (click here).

Q8.

How long will my child's HA Go account last?

The child's account is registered by the parent, which the parent can access to the child's health records in HA Go until he/she reaches age 18.

When the child has reached age 18 and upgraded the account to an adult account (i.e. HA Go full member), his/her parents will become carers to access the child's records in HA Go. If the child does not upgrade the account before age 19, the account will be disabled.

Please refer to the details of account upgrade for children at age 18 (click here).

Q9.

Can my child stop me from accessing his/her health records in HA Go?

The child's account is registered by the parent. Parents can manage the health care activities of their child until he/she reaches age 18.

Q10.

I no longer need to access my child's health records, what can I do?

We recommend you keeping his/ her HA Go account to enjoy new features of HA Go in the future.

For assistance, please present your Hong Kong Identity Card to a HA hospital/clinic*. After verification, counter staff will delete the child's account upon request.

Please note that you would need to register for HA Go for your child and activate account in person again if you wish to access your child's records in HA Go in the future.

*Please refer to a list of HA Go counters: https://www2.ha.org.hk/hago/en/patient/activation/activation-location

Parent - My child's access

Q11.

Can my child access his/her health records in HA Go?

If you are a parent (i) who has registered an HA Go account for your child (aged 11 to aged below 18) or (ii) who is invited as the carer of your child in HA Go, you can grant access to your child for managing and viewing personal health records via HA Go.

Please refer to the details of granting access to your child (click here) and your child's access scope in HA Go (click here).

Q12.

How long can my child access to his/her record? Can I revoke the access granted to my child?

Your child's access is valid until he/she reaches age 18. At age 18, he/she can upgrade the account to an adult account (i.e. HA Go full member). You will then become your child's carer in HA Go.

Before the child reaches age 18, you can revoke his/her access at any time. Once you revoke the access, your child will not be able to view his/her health records in HA Go. You can grant access to your child again after revoked, by then he/she has to create an HA Go login to access the records.

Please refer to the details of granting access to your child (click here) and account upgrade for children at age 18 (click here).

Q13.

My child is turning age 18, what will happen to his/ her HA Go account?

If the child has (i) reached age 18 and (ii) accessed to HA Go, he/she can upgrade the account to an adult account (i.e. HA Go full member). He/She will then have full access to HA Go using the same login credentials. You (as parent) will become the child's carer in HA Go (click here for the carer access scope). If the child does not upgrade the account before age 19, the account will be disabled by then.

To let your child continue using HA Go after age 18, you can help the following:

1. Child aged 11 to below 18

You can grant access to your child for viewing health records in HA Go and remind him/her to login to HA Go before his/her 18th birthday. Please refer to the details of granting access to your child (click here).

2. Child reached age 18

You can remind your child to upgrade his/her account in HA Go before his/her 19th birthday so to continue using HA Go as a full member. Please refer to the details of account upgrade for children at age 18 (click here).

Child - Access to HA Go

Q14.

As a child, how can I access my health records via HA Go? What information can I see?

If you are aged 11 to aged below 18 and your parent has registered HA Go for you, they can grant you access for managing and viewing your own personal health records via HA Go.

Once your parent grant you the access, you will receive a SMS notification. You can then create your HA Go login with the SMS mobile number.

Please refer to the details of "My child's access" (click here) and your access scope in HA Go (click here).

Q15.

I received a SMS from HA Go that I have access to my health records, what should I do?

Once your parent grant you the access, you will receive a SMS notification. You can then create your HA Go login with the SMS mobile number.

Please refer to the details of "My child's access" (click here) and your access scope in HA Go (click here).

Q16.

I have access granted from my parent but I still cannot access HA Go, what should I do?

You may not be able to access HA Go under the following circumstances:

(I) Unable to create own HA Go login

1. Unmatched mobile phone number

If the input mobile number does not match with that your parent previously provided during granting access, we suggest you to check with your parent.

2. Unmatched personal information

(II) Unable to log in HA Go

You may have already created your HA Go login previously, please log in HA Go with your username and password. If you forgot your username or password, please refer to here for the details of recovering username and resetting password.

(III) Access revoked by parent

You may have received a SMS that your parent has revoked your access, please refer to here for the details.

(IV) Reached age 19

If you reached age 19 but have not upgraded your account to an adult account (i.e. HA Go full member), your account will be disabled. You have to register HA Go again if you wish to use HA Go.

Q17.

I have received a SMS that my parent has revoked my access, what does it mean?

Once your parent revoked your access, you are not be able to view your health records in HA Go anymore. We suggest you to further check with your parent.

Your parent can grant you access anytime after revoked, by then you have to create an HA Go login to access the records.

Q18.

I do not need to access my health records, can I decline the access invitation or delete my HA Go account?

The child's HA Go account is registered by the parent. Your parent can manage your health care activities until you reach age 18. We suggest you to further check with your parent.

Q19.

Can I stop my parent from accessing or managing my health records in HA Go?

The child's HA Go account is registered by the parent. Your parent can manage your health care activities until you reach age 18.

Q20.

I had been accessing HA Go, but my account became not available when I tried login. What should I do?

The child's HA Go account is registered by the parent. If your parent's HA Go account status changed, you may not be able to access HA Go. We suggest you to further check with your parent.

Please refer to the details of parent registering HA Go for child (click here).

Q21.

I'm turning age 18, what will happen to my HA Go account?

If the child has (i) reached age 18 and (ii) accessed to HA Go, he/she can upgrade the account to an adult account (i.e. HA Go full member). He/She will then have full access to HA Go using the same login credentials. Parents will become the child's carers in HA Go (click here for the carer access scope). If the child does not upgrade the account before age 19, the account will be disabled by then.

To continue using HA Go after age 18, you can follow the suggestions below:

1. Aged 11 to below 18

Your parents can grant you the access for viewing health records via HA Go, please create your HA Go login credentials and login to HA Go before your 18th birthday. You may refer to the details of "My child's access" (click here).

2. Aged 18

Please upgrade your account in HA Go before your 19th birthday so to continue using HA Go as a full member. Please refer to the details of account upgrade for children at age 18 (click here).

Appointment-related

My Appointments

General

Q1.

Can I check my appointment via HA Go?

As a member of HA Go, you can view upcoming appointments and attendance records of the past one year via ”My Appointments”.

Future appointments and attendance records of past one year:
- General Outpatient Clinics
- Specialist Outpatient Clinics (except Outpatient Procedure, and Comprehensive Child Development Service)
- Radiology examination
- Allied Health service (except Medical Social Work service)
- Nurse Clinics
- Pharmacist Clinics

* For other appointments, please refer to the appointment slip for details.

Attendance records of past one year :
- In-patient
- Accident & Emergency

Q2.

Can I cancel my appointment via HA Go?

You can cancel the Specialist Outpatient Clinic (SOPC) new case appointmen via ”My Appointments”,

The cancelled time slot will be allocated to other persons in need.
If you want to make a SOPC new case booking in future, please submit a new booking request.

Q3.

Will I be reminded about my appointment?

HA Go will remind you 1 day and 21 days before the date of appointment by push notifications on your mobile phone.

Outpatient Registration / Payment Service

Q4.

Can I use HA Go to register and pay attendance fee of all my appointments?

HA Go Outpatient Registration / Payment Service is being introduced progressively in selected Specialist Outpatient Clinics (SOPC) and Allied Health Outpatient Clinics. If the clinic is one of these selected clinics, the "Register / Pay" button will be displayed in "My Appointments" on the appointment day.

Q5.

Can I use HA Go to register and pay attendance fee of my appointment anytime and anywhere?

You can register and settle the attendance fee with HA Go for your appointment within 2 hours before the appointment time anywhere.

Remarks:
1. Please bring your valid identity document to the consultation.
2. Please be punctual. Latecomers may be rescheduled by staff.
3. Please refer to the appointment slip for other relevant information (if any).

Q6.

How can I register and pay the attendance fee of my appointment in HA Go?

You can click ""Register / Pay"" button in ""My Appointments"". HA Go will check if you are an entitled person according to the identity category you select (e.g. Hong Kong resident, Person eligible for HA / Civil Servant medical benefits), then the amount of service (if any) will be shown.

In some situations, HA Go will advise you to approach the counter for registration and payment.

Q7.

Can I use HA Go to register and pay the attendance fee (if any) of my appointment during bad weather? (e.g. Typhoon No.8 signal or above / Black Rainstorm Warning Signal / "Extreme Condition")

HA Go will stop or resume the Outpatient Registration / Payment Service with reference to the announcements on bad weather warning made by the Hong Kong Observatory.

Q8.

Can I have a receipt after making mobile payment through HA Go?

You can find the electronic receipt for registered appointment and payment made via HA Go on the detail page of the appointment in "My Appointments".

Apply for Appointment Deferral

Q9.

Can I use HA Go to defer my appointments?

You can apply for appointment deferral with HA Go for the following services:

- Specialist Outpatient appointment (designated clinics)

For other appointments, please contact corresponding hospital / clinic for the rescheduling.

Q10.

When can I apply for the deferral of my appointments with HA Go?

You can apply for the deferral with HA Go at a specific period prior to the appointment date:

- Specialist outpatient appointment (at least 14 days before the original appointment)

Q11.

How can I apply for appointment deferral in HA Go?

You can click 'Apply for Appointment Deferral' at a specific appointment in HA Go. Your application will then be forwarded to the corresponding hospital / clinic to follow up. If you have already applied for appointment deferral via other means (e.g. telephone, fax, etc.), please do not submit duplicate application via HA Go.

You are required to provide reason for application and supplementary information to facilitate the appointment rescheduling. Hospital / clinic will make reference to the provided information and make appropriate arrangement accordingly.

If you do not receive a push notification or a call from clinic within 14 days, please contact the corresponding hospital/ clinic.

Book GOPC

Q1.

I have never made appointment with the mobile app before. What should I do to use this service?

“Book GOPC” is a function of HA’s one-stop mobile app “HA Go” for members of the public to make GOPC appointment through this simple, time-saving and customised platform. To make appointment through “Book GOPC” mobile app, you may simply download “HA Go”, register and activate your account. Please click here for more details on account activation.

For more information of GOPC services, please visit the following websites:
User guides of “Book GOPC” function: “Book GOPC”page of “HA Go”website. Please click here
Booking means for GOPC services and other related information: GOPC website Please click here

Q2.

Can I make an appointment beyond the next 24 hours?

The telephone appointment system and “Book GOPC” mobile app allow 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.

Q3.

Can I select my consultation timeslot?

To optimise the use of resources and avoid wastage of quota, the telephone appointment system and “Book GOPC” mobile app 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.

For more information of GOPC services, please visit the following websites:
User guides of “Book GOPC” function: “Book GOPC”page of “HA Go”website. Please click here
Booking means for GOPC services and other related information: GOPC website Please click here

Q4.

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

Please call the telephone appointment system of the clinic with which you have the appointment and follow the instruction to enquire your appointment details. You may also use the “Enquire for self” option in “Book GOPC” mobile app to make the enquiry.

Q5.

I am a patient with chronic illnesses. Can I reschedule my next appointment with the mobile app?

In general, patients with chronic illnesses require persistent drug treatment to sustain their medical condition. Hence, sufficient drugs will be given until the next follow-up appointment offered by the clinic based on clinical needs. Therefore, if you need to reschedule your appointment, please contact the concerned clinic for arrangement. To ensure timely and appropriate follow-up care as well as individual medication needs, the clinic staff will make appropriate arrangement for you based on your clinical needs (e.g. medication needs).

Q6.

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

Please call the telephone appointment system of the concerned clinic or use the “Cancel for self” option in “Book GOPC” mobile app to make the cancellation as soon as possible, i.e. at least one hour before your scheduled appointment. The quota will then be released for booking by other patient so as to optimise the use of quotas. If you fail to attend an appointment for 3 separate occasions within 2 months at any GOPCs, you will be suspended from using the telephone appointment system and mobile app to make appointment temporarily. Please enquire at clinic in person if you would like to make appointment for consultation service.

Q7.

I have made a GOPC appointment successfully. Would the mobile app remind me of my appointment schedule?

To protect patient data privacy, “Book GOPC” mobile app will neither read nor collect any data from the user’s mobile device. The design of the mobile app allows you an option to add the GOPC appointment details to the personal calendar of your mobile device from the “Appointment details” page. Your personal calendar can remind you of the scheduled appointment according to your personal setup.

Q8.

How can I conveniently make appointment at GOPCs which I usually visit?

“Book GOPC” mobile app is fitted out with the “Bookmark clinic” option for users to garner up to ten clinics. The bookmarked clinic(s) as well as its / their quota status will be placed on the booking interface. Users can make appointment according to their preference conveniently by skipping clinic search. Even no clinic is bookmarked, the design of the mobile app allows the last visited clinic to be placed on the booking interface so that users can make appointment at the same clinic more easily.

Q9.

The appointment quota of the clinic I selected has been fully booked. Can the mobile app search for quota in other GOPCs?

Same as the telephone appointment system, to increase the chance of getting an appointment for patient and better utilise the resources by avoiding wastage of quota, “Book GOPC” mobile app 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 selected clinic is full, the system will automatically identify available quota in nearby clinic(s) for patient to book.

Q10.

Can I use my account to make appointment for my family members?

For the convenience of members of the public to take care of their family members and / or others in need, the “Book for others” option is available in “Book GOPC” mobile app. When booking for others, you need to login to your own account and select the patient under your “who I care” in “HA Go” (if any), or input the patient’s HKID card number and date of birth. To protect patient data privacy, you are required to confirm whether you have obtained the patient’s consent to use his / her personal information during the booking process. Once the appointment is made successfully, the mobile app also allows you to email the appointment details to the patient using the “Share” option.

Q11.

Why do I have to input information of “Clinic booked” while I am helping others enquire or cancel the appointment?

When you are enquiring the appointment details or cancelling an appointment for other persons, you will be required by the system to input information of “Clinic booked” for further verification so as to ensure the proper use and safety of patient data. If the patient is under your “who I care” in “HA Go”, you are not required to input the relevant information.

Q12.

Is it a must to login or input the date of birth every time I help others to make an appointment, enquire appointment details or cancel an appointment? Can such information be saved in the mobile app in order to save time?

To protect the safety of Internet users, the design of the mobile app only allows you to book for others when you are logged in to your own account. If the patient is under your “who I care” in “HA Go”, you are not required to input the patient’s personal information to make an appointment, enquire appointment details or cancel an appointment. Otherwise, every time you make an appointment, enquire the appointment details or cancel an appointment, you will be required to input the patient’s personal information, such as his / her HKID card number, date of birth and / or the “Clinic booked” (applicable to appointment enquiry and cancellation), for further verification purpose. Besides, the system will confirm whether you have obtained the patient’s consent to use his / her personal information in order to safeguard patient data privacy.

Q13.

Why am I stopped from using the “Book GOPC” mobile app suddenly?

To safeguard the security of user accounts, the system will temporarily suspend mobile device from using “Book GOPC” mobile app if incorrect information is entered repeatedly. You may try using the mobile app again later. Besides, if you fail to attend an appointment for 3 separate occasions within 2 months at any GOPCs, you will also be temporarily suspended from using the mobile app to make appointment. Please enquire at clinic in person if you would like to make appointment for consultation service.

Q14.

What should I do if I encounter difficulties in using the telephone appointment system or the mobile app?

Patients with episodic disease can make an appointment with GOPC through two booking means offered by the HA, namely the “Book GOPC” function in HA’s one-stop mobile app “HA Go” and GOPC Telephone Appointment System (TAS) to reserve consultation timeslot available in the next 24 hours. The HA GOPC website (http://www.ha.org.hk/gopc) provides details about GOPC appointment booking means and other relevant information which you may find them helpful. Besides, help desks are also set up in GOPCs to provide assistance for people who encounter difficulties in making GOPC appointment.

Q15.

How does the mobile app protect my data privacy?

The “Book GOPC” mobile app emphasises not only on a simple booking flow but also its safety to protect patient data privacy. The booking, enquiry and cancellation flow can only be operated with a personal account after verification. When handling booking, enquiry and cancellation for others, users will be required to declare consent being obtained from the persons concerned to ensure patient data privacy. During the booking process, patient data is secured with multiple encryptions, and the mobile app will neither read nor collect data from photo album and personal calendar of the user’s mobile device.

Q16.

How can I make GOPC appointment apart from using “Book GOPC” mobile app?

Members of the public may make an appointment with GOPC through two appointment booking means offered by the HA, namely the telephone appointment system and “Book GOPC” mobile app.

Q17.

Can I use both the telephone appointment system and mobile app to make appointment at the same time?

To safeguard patients’ opportunities in using GOPC services and protect patient data privacy, our system can only allow processing one command made from either booking means at the same time by one user. Under such circumstance, command made from another appointment booking means will not be processed. For example, your booking attempt on the mobile app will not be processed while you are making an appointment and inputting your personal information through the telephone appointment system. Vice versa.

Q18.

I am infected with COVID-19. How can I make an appointment with GOPC?

Persons infected with COVID-19 can make an appointment with GOPCs under the HA either through “Book GOPC” function in “HA Go” or GOPC Telephone Appointment System (TAS) to reserve consultation timeslot available in the next 24 hours. Please visit the “Book GOPC” page of “HA Go” website (https://www2.ha.org.hk/hago/en/features/appointment-related/book-gopc) for the "User Guide" for "Book GOPC" function and more details.

Infected persons with mild symptoms or lower risk can also consult private doctors. Patients who require COVID-19 oral drugs can refer to the list of private doctors announced by the Government (updated when appropriate) (https://www.coronavirus.gov.hk/pdf/tp_pd_antiviral.pdf).

BookHA

Book SOPC

Q1.

Can I book appointment for new case via HA Go?

You or your delegate can submit booking application for new case of the following Specialist Outpatient Clinic (SOPC) via "BookHA(Book SOPC)" in HA Go if you are a holder of Hong Kong Identity Card or Hong Kong Birth Certificate:-
- Anaesthesiology (Pain Clinic)
- Cardiothoracic Surgery
- Clinical Oncology, Ear, Nose and Throat
- Eye
- Gynaecology
- Medicine
- Neurosurgery
- Obstetrics
- Orthopaedics & Traumatology
- Paediatrics
- Surgery

Q2.

How can I submit new case booking application for Specialist Outpatient Clinic (SOPC) via "BookHA(Book SOPC)"?

You may refer to "BookHA(BookSOPC) - Service Guide - User Guide - Submit Request" for details.

Q3.

What documents should I prepare before submitting new case booking application for SOPC using "BookHA(Book SOPC)"?

Please prepare the following documents of patient:
1. Hong Kong Identity Card or Hong Kong Birth Certificate
2. HK mobile phone number (of patient or delegate)
3. Postal address
4. Referral letter (issued by a local registered medical practitioner within 3 months)

Q4.

How do I know my new case booking application for SOPC is successfully submitted?

Upon successful submission, you will receive a confirmation SMS with the reference number of "BookHA(Book SOPC)" application.

Q5.

How long does the application for an appointment of BookHA(Book SOPC) need?

Upon successful submission, you will receive the appointment information within 14 days after application is submitted with all required documents in "BookHA(Book SOPC)".

Q6.

Will I be notified when my new case booking application for SOPC is completed?

Upon successful application, you will receive a confirmation SMS. You may also check the status of your new case booking in "BookHA(Book SOPC) - Enquiry - My application status"

Q7.

How can I retrieve the BookHA(Book SOPC) application reference number?

You may retrieve the application reference number from the "Enquiry - My application status" in BookHA(Book SOPC) with the mobile phone through which you submit the request.

Q8.

How can I enquire about other information related to BookHA(Book SOPC)?

If you have submitted your SOPC new case booking via "BookHA(Book SOPC)", please check "BookHA(Book SOPC) - Enquiry " for details.
If you have received new case appointment date via "BookHA(Book SOPC)", please contact the corresponding Specialist Outpatient Clinic (SOPC) directly.

Q9.

If I am referred to a sub-specialty, which specialty should I select when submitting an application of booking new case appointment in "BookHA(Book SOPC)"?

If you are referred to a sub-specialty, please select the corresponding specialty when submitting your application. You can visit the HA website for which specialty the sub-specialty falls under.

For example, if you are referred to a sub-specialty of Medicine such as Cardiology, Endocrinology, Diabetes & Metabolism, Gastroenterology & Hepatology, Geriatrics, Nephrology, Neurology, Respiratory Medicine, Rheumatology, please select the 'Medicine' specialty in "BookHA(Book SOPC)" for submission.

If you are referred to a sub-specialty of Surgery such as Urology, please select the 'Surgery' specialty instead.

Book AH Clinic

Q10.

Can I use "BookHA" to submit a booking application for Allied Health (AH) Outpatient Clinic new case appointment?

HA Go full members can submit a booking application for Allied Health (AH) Outpatient Clinic new case appointment for themselves / "Who I Care" (details) via "BookHA". For the AH services which have been introduced, please refer to "BookHA".

If you need to make an appointment for other AH services, please bring the required documents to hospital/clinic for booking in person or by fax.

For details of hospitals/clinics providing AH outpatient services and other relevant information, please visit Hospital Authority website.

Q11.

How to use "BookHA" to submit a booking application for AH Outpatient Clinic new case appointment?

You can follow the steps below to submit a booking application for AH Outpatient Clinic new case appointment via "Book AH Clinic" in "BookHA":

Step 1. Select "Submit Application"

Step 2. Scan the QR code on the designated referral letter* for AH service issued by the Hospital Authority (HA) within 3 months

Step 3. Select hospital/clinic* and press the "Submit" button to complete the application

Notice*:

1. If there is no QR code on the referral letter, please bring the required documents to hospital for booking in person or by fax.

2. If there is a QR code on the referral letter but it is not the designated one, upon scanning QR code, "BookHA" will remind you to bring the required documents to hospital for booking in person or by fax.

3. If the selected hospital/clinic cannot provide the specific services required by the patient, the related hospital/clinic staff will (i) contact the applicant regarding the arrangement of treatment location or (ii) arrange the patient to receive treatment at the hospital/clinic where specific services are available.

4. In addition, if you are applying for Occupational Therapy (Psychiatric) service, in order to have close communication with the attending doctor and provide appropriate services, the default hospital/clinic is the one where the patient has received / will receive Specialist Outpatient Clinic services (Psychiatric). If the patient has no attendance records and future appointment for relevant service, "BookHA" cannot handle the application and please bring the required documents to hospital for booking in person or by fax.

5. For details of hospitals/clinics providing AH outpatient services and other relevant information, please visit Hospital Authority website.

Q12.

After submission via "BookHA", how long does hospital / clinic take for booking AH Outpatient Clinic new case appointment?

Under normal circumstance, you will receive the notice of completion of the appointment within 14 days after successful submission of the application. You can view the appointment details in HA Go “BookHA". The related notification will be stored at Notification Centre for review. If the appointment is for someone under your care, he/she will also be notified.

If further information is needed, we will contact you on your mobile phone number registered in HA Go.

If you do not receive the information / notification 21 days after submission, please contact the related AH clinic. You can refer to Hospital Authority website for related information of AH clinics.

Q13.

Can I cancel the application for AH Outpatient Clinic new case appointment via "BookHA"?

When the application for AH Outpatient Clinic new case appointment is being processed, you can cancel (1) your own application and (2) your applications submitted for others.

The application will be instantly cancelled upon the confirmation of cancellation. If you need a new case appointment in future, please apply again with a designated referral letter issued by Hospital Authority within 3 months.

Q14.

How to enquire the status of booking application of AH Outpatient Clinic new case appointment via "BookHA"?

Upon submission of AH Outpatient Clinic new case appointment via "BookHA", you and "Who I Care" (if any) can enquire the status of booking application by tabbing the "Enquire Application" button in "Book AH Clinic".

TeleHealth

General

Q1.

Who can attend appointment via 'HA Go TeleHealth'?

Healthcare staff will invite eligible patients (e.g. patients with stable condition and do not require physical examination during consultation) only to join 'HA Go TeleHealth' service.

Q2.

Can I attend teleconsultation anywhere?

No, you must be physically in Hong Kong and stay in private, quiet and safe environment with good network connectivity during consultation.

Q3.

How does clinical staff verify my identity?

Before TeleHealth service commences, clinic staff will instruct you to show the identity document in front of camera for verification.

Q4.

Will my consultation be recorded and kept for other purposes?

No, we will ask your permission for allowing HA Go to access camera and microphone before TeleHealth. We will not take audio/video recording, collect or keep data from your photo album or mobile phone during consultation.

Q5.

Can I take audio/video recording or screen capture during consultation?

To protect patient and healthcare staff privacy, you (or anyone present) should not take any screen capture, photograph, audio or video recordings during consultation. Otherwise, healthcare staff have the right to terminate the TeleHealth service.

Preparation

Q6.

What should I prepare before consultation?

Please prepare the followings before teleconsultation:

1. Download HA Go & register as full member

2. Mobile Device

(a) Check if the device supports 'HA Go TeleHealth' application, follow below steps:

i. Click 'More' in HA Go landing page

ii. Check if 'Yes' is shown in 'Support TeleHealth' item

- If 'No' is shown, please use other mobile device to join teleconsultation

(b) Enable HA Go to send you notifications and access to camera & microphone

Q7.

How to authorise HA Go to use the camera and microphone on my mobile device?

When you open TeleHealth mini-app, HA Go will ask for your permission to access camera & microphone, please tap [Allow] for authorization.

You can change the access permission anytime with following steps:

Android devices -

1. Open 'Settings' on mobile phone and tap [Apps & notifications].

2. Choose 'HA Go' and tap [Permissions].

3. Select the setting and tap [Allow].

iOS devices -

1. Open 'Settings' on mobile phone

2. Choose 'HA Go'

3. Tap to change the permission setting

For Details please refer to: Android phones | iOS phones

On the appointment date

Q8.

How to start teleconsultation?

HA Go will send you push notification around the appointment time if you are invited to join TeleHealth service. Click the notification to enter consultation room.

Q9.

What should I do if I do not receive / miss the HA Go push notification?

Please ensure you have enabled HA Go to send you notification. For details please refer to: Android phones | iOS phones

If you have missed the push notification sent by staff, you can always tap the latest notification in 'Notification Centre' or [Enter Teleconsultation] button in TeleHealth mini-app to enter consultation room.

Q10.

What should I do if teleconsultation is disconnected due to network or other issues?

Please wait patiently. Clinic staff will re-send the notification to you.

You can also tap the latest notification in 'Notification Centre' or [Enter Teleconsultation] button in TeleHealth mini-app to re-enter consultation room anytime.

If the connection problem persists, you may quit HA Go app manually and re-login again.

Payment

Q11.

Can I register and pay for TeleHealth via HA Go?

You can register and make payment through electronic payment means via HA Go within 2 hours before appointment. Details of payment service, please visit: https://www2.ha.org.hk/hago/en/features/payment-related/pay-ha

EasyQ

Accident & Emergency

Q1.

Can I check the Accident & Emergency’s queuing information in real time via HA Go?

As a full member of HA Go, you can view Accident & Emergency’s queuing information in real time via HA Go.

View registered and triaged Accident & Emergency’s case in current date
In the initial phase, this service is available at selected Accident & Emergency service.

Specialist Outpatient Clinic

Q2.

Can I check the Specialist Outpatient Clinic’s queuing information in real time via HA Go?

As a full member of HA Go, you can view Specialist Outpatient Clinic’s queuing information in real time via HA Go.

View registered and paid Specialist Outpatient Clinic’s appointment in current date
In the initial phase, this service is available at selected Specialist Outpatient Clinics.

Pharmacy

Q3.

Can I use the ticket number to check the pharmacy queuing information via HA Go?

You can enquire details of the ticket number via “EasyQ-Pharmacy”, including ticket status and other pharmacy queuing information.

For more information, please visit https://www2.ha.org.hk/hago/en/features/appointment-related/easyq

Q4.

Can I receive the notification for medication collection for the person I am taking care of?

You may enquire the queue status for the person under your care via “Enquiry” in “EasyQ-Pharmacy” and you will receive push notifications on your mobile phone when the medication(s) are ready for collection.

For more information, please visit https://www2.ha.org.hk/hago/en/features/appointment-related/easyq

Q5.

How long will the information related to ticket numbers be displayed on HA Go?

For ticket information under “My Status”: The system will clear the information at 12 midnight on the day of medication collection.

For ticket information under “Enquiry”: The system will clear the information at 12 midnight every day.

Q6.

I return to the pharmacy some time after receiving the notification alert, which counter shall I go to?

You may follow the instructions on the signage or display panel outside the pharmacy, or check with pharmacy staff.

Q7.

Can I check pharmacy queuing information for all pharmacies of the Hospital Authority (HA) via “EasyQ-Pharmacy”?

“EasyQ-Pharmacy” shows pharmacy queuing information of most of the HA pharmacies. You will also be able to access all HA pharmacies' information from the app, such as the address and service hours.

Medication Delivery Service

Preparing to place my delivery request

Q1.

What is HA Medication Delivery Service?

HA Medication Delivery Service aims to enhance patients’ choice and medication collection experience. By placing a delivery request through HA Go, patients could receive their medications* at home or at a specified address (except Post Office Box or Mail Room) without the need to return or wait at the pharmacies of HA hospital or clinic after their consultation.

*Certain types of medications are not included in this service at present. For example, HA cannot deliver medications classified as Dangerous Drugs under the laws of Hong Kong. Please contact HA pharmacy staff for enquiries.

Q2.

Who can use the service?

The service is available to HA Go Full Members. If you are a parent of a Minor Member or a Carer, you can also arrange the Medication Delivery Service for and on behalf of the Minor Member or those under your care on HA Go.

Q3.

What medications are included in the service?

HA Medication Delivery Service covers most medications* prescribed at HA hospitals and clinics, including refrigerated medications. Our contracted service provider will collect your medications from HA pharmacies and your medications will be kept and transported under proper storage conditions during the delivery process.

Q4.

How can I use the service?

Once your prescription has been submitted to the HA pharmacy and a pharmacy ticket has been assigned to you in HA Go, you can click the “Request for Medication Delivery” option under “Easy Q – Pharmacy – My Status” in HA Go and follow the instructions to place your delivery request and settle payment.

Q5.

How much do I need to pay for the service?

You would be charged a standard delivery fee of HK$65 per prescription, regardless of weight, size, type and number of medications prescribed. Once you confirmed the medication delivery request and settled the payment, the request cannot be cancelled and the payment cannot be refunded.

Q6.

What if I am living in outlying island / remote area?

The service covers all districts in Hong Kong, including outlying islands. However, some remote areas such as Sha Tau Kok Frontier Closed Area are regarded as “Special Zones” and medication delivery may not be available or alternative arrangement may be required. You may refer to the information from service provider on the estimated delivery time / arrangement for different delivery locations ( https://www.google.com/maps/d/viewer?hl=zh-TW&mid=1RlgiRrb_2qGwRgw8ybuD5IHeEKfhnF0&ll=22.37135092380645%2C114.16001300269512&z=12). You may contact the service provider’s customer service for assistance if needed.

Q7.

I usually live in the Mainland, can the medications be delivered to me out of Hong Kong?

HA Medication Delivery Service only covers most areas in Hong Kong, including Hong Kong Island, Kowloon, the New Territories and outlying islands but not the Mainland.

Q8.

Can I use Post Office Box or Mail Room as the delivery address?

All delivered medications must be received by the patient or an individual appointed by the patient in person, in which Post Office Box or Mail Room would not be accepted as a delivery address to receive medications.

Q9.

Can I choose to pick up my medications at community pick up points?

At present, community pick up points is not a delivery option for the service. HA will review the Medication Delivery Service regularly and will continue to enhance the service to optimize patients’ experience.

Q10.

Can I have my medical certificate, referral letter or other relevant documents delivered to me together with the medications?

The service only supports delivery of medications. Documents issued by doctors or clinics would not be included.

Q11.

Can I group multiple prescriptions into one delivery order?

In general, delivery order is requested on a single prescription basis. For example, if you have more than one prescriptions and they are prescribed by doctors from different appointments, you will have to arrange delivery separately for each of the prescriptions and pay for the respective drug charges and delivery charges.

Q12.

Can I pick up some medications of the same prescription in person first, and deliver the remaining medications through the service?

You can only choose to deliver or pick up ALL medications at one time.

Q13.

Why have I not received the full quantity of medications?

In general, the full duration of medications would be dispensed and delivered to you. However, this is subject to factors such as stock availability and the internal dispensing practices of individual HA pharmacies.

Placing my delivery request in HA Go

Q14.

Can I ask someone else to receive my medication delivery?

You can appoint a contact person (aged 18 or above) to receive the medications on your behalf.

You can click on “Add Contact Person” under “Easy Q – Pharmacy – Medication Delivery Service” and fill in details of the contact person including the name and Hong Kong mobile phone number. Please ensure you have obtained his/her consent to use and provide his/her personal data to HA Go.

To collect your medications, your appointed contact person has to present the medication collection QR code displayed under the pharmacy ticket number in “Easy Q – Pharmacy – My Status” of HA Go for identity verification. You can share the medication collection QR code with your appointed contact person by clicking “Share” on that page.

Q15.

How will my delivery details be used?

The details you provided in HA Go, including name, contact number and delivery address would be shared with the service provider for delivery arrangement. Please ensure all details provided is true, accurate, current and complete to avoid delay in your delivery.

Q16.

How long will it take for me to receive my medications?

There is an “Estimated Delivery Time” provided under “Easy Q – Pharmacy – Medication Delivery Service” in HA Go for your reference. If your medications on hand would not last until the estimated delivery time or if you have medications that need to be started right away (e.g. antibiotics or other new medications prescribed by the doctor), you should not use the Medication Delivery Service to avoid possible delay in your treatment. You should pick up your medications from the HA pharmacy in person.

The delivery service is subject to a daily quota. If the daily quota is full, you may still place the delivery request, but it would be processed with the quota available in the next working day, and delivery may therefore be delayed.

The delivery time is also subject to other factors such as cut-off time, delivery locations, pharmacy service hours, public holidays, etc. Delivery may take longer for remote areas or under adverse weather conditions, e.g. Black Rainstorm or Tropical Cyclone Warning Signal No. 8 or above.

For more information from service provider on the estimated delivery time / arrangement for different delivery locations, please refer to their website ( https://www.google.com/maps/d/viewer?hl=zh-TW&mid=1RlgiRrb_2qGwRgw8ybuD5IHeEKfhnF0&ll=22.37135092380645%2C114.16001300269512&z=12).

Q17.

Is there a cut-off time for placing medication delivery request?

The cut-off time for placing delivery requests is 3:00pm on regular working days (i.e. Monday to Friday except public holidays). Requests made before the cut-off time will be processed on the day and requests made after the cut-off time will be processed on the next working day. Always refer to the estimated delivery time provided in HA Go and ensure you have enough medications on hand so that your treatment will not be delayed.

Q18.

Can I pick a specific date or time to receive my medications?

The “Estimated Delivery Time” is automatically generated by the system and it is the earliest possible time to have your medications delivered to you.

The delivery service provider may allow the flexibility for a later delivery time when the delivery status is changed to “In transit” and a service provider’s waybill number is shown under “Easy Q – Pharmacy –Medication Delivery Details” in HA Go. You may contact the service provider’s customer service for assistance by clicking “Contact Delivery Service Provider”.

Q19.

Would the delivery service be affected by adverse weather conditions?

The service would be suspended under adverse weather conditions (e.g. Black Rainstorm or Tropical Cyclone Warning Signal No. 8 or above). If the warning signal is lowered before 2:00pm and the situation allows, the delivery service will resume after 2 hours. If the signal is still hoisted at 2:00pm, the delivery service will be delayed and the service provider may not deliver your medications within the estimated delivery time.

Q20.

I need to start my medications right away or my medications on hand would not last until the estimated delivery time, what should I do?

You should not use this service to avoid possible delay in your treatment. You should pick up your medications from HA pharmacy in person.

Q21.

I have questions about my medications, what should I do?

You should contact the concerned pharmacy for assistance. Their contact information can be found on the label affixed to the medication package.

Q22.

With my medications directly delivered to me, can I still consult a pharmacist about my medications?

You may opt for the “Pharmacist Medication Counselling Service” under “Easy Q – Pharmacy –Medication Delivery Service” if you have any medication-related enquiries. Our pharmacist will contact you and handle your enquiries. A further comprehensive medication consultation session would be arranged if necessary, which may involve assessment of medication adherence and/or drug-related problems, and patient education.

HA medication delivery journey

Q23.

How do I check the delivery status of my medications?

You can check the current status of your delivery order under “Easy Q – Pharmacy” in HA Go. The status would be updated according to the progress of delivery:

Delivery order confirmed
Your delivery request is received and being processed by the concerned HA pharmacy.

Pending dispatch
Your medications are to be collected by the service provider from the concerned HA pharmacy.

In transit

Your medications have been collected by the service provider. The service provider will contact you to confirm the delivery details.

Unsuccessful delivery
The service provider has called multiple times but could not reach you or your appointed contact person. Your medications have been returned to the concerned HA pharmacy and you will need to collect the medications from there in person.

Delivered
Your medications have been successfully delivered.

During the medication delivery

Q24.

How to update my delivery details in HA Go?

If you have just confirmed and paid for the delivery request, such that the delivery status is “Delivery order confirmed”, you can still edit the details under “Easy Q – Pharmacy – Medication Delivery Details”. However, you are allowed to update only your contact number, delivery address or preference for Pharmacist Medication Counselling Service.

However, when your delivery status is changed to “Pending dispatch”, you will no longer be allowed to edit the details.

If you require assistance, you may contact the service provider directly via “Contact Delivery Service Provider” under “Easy Q – Pharmacy – Medication Delivery Details”.

Q25.

How to receive my medication delivery from the courier?

The courier from the service provider will first contact you or your appointed contact person to confirm the delivery details such as name and delivery address. To collect your medications, you or your appointed contact person have to present the medication collection QR code displayed under the pharmacy ticket number in “Easy Q – Pharmacy – My Status” of HA Go for identity verification. You can share the medication collection QR code with your appointed contact person by clicking “Share” on that page if needed.

If you require assistance or encounter any technical problem, you can contact the service provider directly via “Contact Delivery Service Provider” under “Easy Q – Pharmacy – Medication Delivery Details”.

You are advised to check the details on the medication package to see if they are correct before opening it. You should also check the name on the drug label to see if it is correct before taking any medication.

Q26.

What is the use of the service provider’s waybill number?

The service provider’s waybill number will be available once the delivery status is changed to “In transit”. You can click on this waybill number which links directly to the service provider’s website to track and trace the delivery order. You need to quote this waybill number when you contact the service provider for enquiries.

After receiving your delivered medications

Q27.

I have problems with the delivered medications. What should I do?

If you notice any irregularities such as incorrect name or address on the delivery label, or the medications inside are broken / defective, please do not open the package or use the medications inside. Please contact the concerned HA pharmacy for assistance. The HA pharmacy contact information can be found on the label affixed to the medication package.

Payment-related issues

Q28.

How to pay for the service?

You may select your preferred payment method available in HA Go. “Pay HA” accepts various payment means including Octopus, credit card, Apple Pay, Google Pay, FPS and electronic wallet (including Alipay HK, WeChat Pay HK, PayMe & Octopus wallet).

Q29.

Is there a time limit to complete the payment process?

You will have 30 minutes to complete the payment process.

Q30.

Can I get a receipt after paying the delivery charge?

If the payment is made via “Pay HA” in HA Go, you can find the receipt in “Pay HA”.

Q31.

Can I cancel the delivery request or get refund of the delivery charge I paid?

Once you confirmed the medication delivery request and settled the payment, the request cannot be cancelled and the payment cannot be refunded.

Q32.

I paid for the delivery but there is no delivery status for my order. What should I do?

You can contact the concerned HA pharmacy for assistance. The HA pharmacy contact information can be found on the HA website

(https://www.ha.org.hk/visitor/ha_visitor_index.asp?Content_ID=10081&Lang=ENG&Dimension=100&Parent_ID=10042&Ver=HTML).

Other issues

Q33.

How can I contact the delivery service provider?

You can contact the service provider directly via “Contact Delivery Service Provider” under “Easy Q –Pharmacy – Medication Delivery Details” in HA Go. You can also contact the service provider by calling 2730 0273. They will assist you with any issue related to the delivery order. You need to quote the service provider’s waybill number when contacting them for enquiries.

In general, the service provider’s customer service hotline operates every day from 8:00am – 8:00pm, including public holidays.

Q34.

My medications are not delivered by the estimated delivery time. What should I do?

You can contact the service provider directly via “Contact Delivery Service Provider” under “Easy Q –Pharmacy – Medication Delivery Details” in HA Go or click on the waybill number which links directly to the service provider’s website to track and trace the delivery order.

Q35.

Will my personal information be disclosed to third party outside HA?

The delivery details you provided in HA Go such as name, contact number and delivery address would be shared with the service provider for delivery arrangement. Personal information on the delivery label would be partially masked. Your personal information is also protected by the data security measures adopted by the service provider to keep your personal data confidential and prevent unauthorized access.

Q36.

How can I provide feedback on the HA Medication Delivery Service?

If you would like to provide feedback on the Service, you can leave a message on HA Go Enquiry. Alternatively, you may also contact HA pharmacy or the Patient Relations Office of the concerned HA hospital or clinic.

Payment-related

Payment

Q1.

After making payment through HA Go, when will HA be informed?

HA will be instantly notified with the system records updated.

Q2.

How to use "scan and pay" ?

Press the "Scan and Pay" button. As illustrated by the sample, use the camera of your phone to scan the barcode (1) at the bottom left hand corner of the hospital bill, (2) at the bottom left hand corner of the outstanding statement, (3) at the bottom left of the prescription or (4) at the top right of the Invoice for Sale of Medication. Follow instructions to pay bills, outstanding statement, drug charge or Self-financed drug items using various payment options. You may also use this function to pay for others.

Q3.

Can I make partial payment of my bill?

Full payment has to be made.

Q4.

Is there any limit on the payment amount?

HA Go does not place any limit on the payment amount. However, the payment limit depends on settings of different payment channels e.g. credit card limit set by card issuer, cash balance of electronic wallet.

Q5.

Is it possible to pay hospital bill via 7-Eleven convenience stores?

Yes, you can use the barcode shown in HA Go to pay at 7-Eleven convenience stores.

Q6.

Can I settle more than one bill?

User can select up to 50 bills for settlement each time per transaction through HA Go.

Q7.

Can I cancel payment I made through HA Go?

Payment is made once a transaction is successfully completed. The payment cannot be cancelled. Please contact shroff office of bill issuing hospital for assistance.

Q8.

Can I save Credit Card number for future payment?

Upon successfully making a credit card payment with the required information (including credit card number, expiry date, carholder name and security code), a checkbox "Save Credit Card (Token)" will be displayed for your selection. Tick the checkbox and assign a payment password. The credit card information will then be saved for future payment.

Q9.

What are the payment options in HA Go?

HA Go accepts various payment means including Octopus, credit card, Apple Pay, Google Pay, FPS and electronic wallet (including Alipay HK, WeChat Pay HK, PayMe & Octopus wallet).

Q10.

What type of charges/fees can I pay through HA Go?

HA Go application enables users to settle bills issued by an HA hospital and drug charges (including self-financed drug items) under current phase.

For outpatient registration and payment under HA Go, it is being introduced progressively in selected clinics of hospitals. If patient is HA Go full member and attends one of these selected clinics, he may pay via HA Go by tapping the “Register / Pay” button shown in “My Appointments” within 2 hours before the appointment time or “Pay HA” without physically queuing at clinic.

Receipt and Refund

Q11.

How can I get printed copy of official receipt?

Please contact hospital shroff office for printed copy of official receipt. There will be a charge for reprinting the official receipt.

Q12.

How can I claim refund?

Contact shroff office of bill issuing hospital. Please complete the refund form and submit together with necessary documents to shroff office.

Q13.

How to print receipt?

After making payment through HA Go, follow the on-screen button to check the payment. If print receipt is required, tap the “Share” button and choose your preferred app.

In addition, after login HA Go and tap the “Payment History” button shown in “Pay HA” to view the payment via HA Go. If print receipt is required, tap the “Share” button and choose your preferred app.

Bill Enquiry

Q14.

How far back can the bills be checked in HA Go?

Bills issued in the last 12 months can be viewed through HA Go.

Q15.

What should I do if I found an error on my bill?

Please contact shroff office of bill issuing hospital to correct the error.

Q16.

How to print bill?

Login HA Go and tap the “Bill Enquiry” button shown in “Pay HA” to view the “Paid” bills and “Outstanding” bills. Tap the individual bill to open it and tap the upper right-hand side “pdf” button to view the bill copy. If print bill is required, tap the “Share” button and choose your preferred app.

Health Management

Medication

General

Q1.

How can I benefit from using this app?

You may easily:
- View your current dispensing records any time and anywhere
- Review your medication dispensing journey
- Show your dispensing records and allergy records to other parties, e.g. private healthcare provider or carer, for reference.

Q2.

Can I view all my drug records in Hospital Authority (HA)?

This app shows only the dispensing record within two years, including take-home drug upon discharge and out-patient clinic drug from HA.

Q3.

Why does my app show “No Hospital Authority medication dispensing record”?

This app only provides dispensing drug records in HA in the past two years. Dispensing records beyond that period cannot be shown.

Q4.

I just got my drug from HA pharmacy, why can I not view my record in the app?

Data upload to server takes a short while. Just pull down the page to refresh, you will see the new record in a moment.

Q5.

I have queries about my medication record. What can I do?

If you have any queries about your medication records, please consult your doctor, pharmacist or other healthcare professionals.

Q6.

I have a self-financed/ private drug. How can I put it into the app?

You can add your self-financed drug in “My Drug” with drug photo, name and details. You are free to edit or delete records you add.

For more information, please visit https://www2.ha.org.hk/hago/en/features/health-management/medication

Q7.

Can I view the drug prescribed by my private doctor?

For drugs prescribed by private doctors, you can add them in “My Drug” manually to complete your medication profile.

For more information, please visit https://www2.ha.org.hk/hago/en/features/health-management/medication

Allergy

General

Q1.

Can I view my allergy record via HA Go?

HA Go full members can view their allergy records in Hospital Authority via “Allergy” and “Medication” in HA Go.

For more information, please visit https://www2.ha.org.hk/hago/en/features/health-management/allergy

Q2.

Can I view my allergy records kept by private hospitals and clinics?

No. HA Go only provides allergy records in HA.

Q3.

What should I do if I have queries about my allergy records?

If you have any queries about your allergy records, please tell the doctor about your history of allergies during your next visit to hospitals / clinics under Hospital Authority. The doctor will update your allergy records in HA Go if necessary.

Rehab

General

Q1.

Where can I find the Rehabilitation App in HA Go?

Rehabilitation App is prescriptive in nature so it will not appear in HA Go automatically. After assessment by the health care professional, suitable patients will be prescribed with rehabilitation training and Rehabilitation App will appear within the HA Go.

Q2.

How can I access the training from the Rehabilitation App?

Patients prescribed with rehabilitation training can access the training in two ways. Patients can click the Rehabilitation App and access to the prescribed training activities. In addition, training notification will be pushed to the mobile phone and patient can view training videos by directly clicking the notification for easy access.

MyHealth

My Measurement

Q1.

Can I select the measurement items I need to use by myself?

You may select the measurement item you are interested in and save the sole record. If you wish to shorten the measurement item list, you can access "Configure My Measurement" to configure the list of measurements on screen.

Q2.

How can I find the measurement record I entered?

The corresponding records can be found after navigating to the "History" tab at the bottom. The measurement records will be listed in express view by time and group view by item. You may also access the "Chart" tab at the bottom for a graphic display of your measurement data.

Q3.

Can I set limits on the items I want to measure?

Such limits can be set in the "Profile" tab at the bottom. There will be a warning if your measurement data is higher/lower than the preset limits. Limits would also be shown on the charts.

Q4.

How long will the data be stored?

The measurement data will be stored for 2 years.

Q5.

Can I edit my self-measurement data?

You can follow the steps below to edit or delete the entry.

1. Open [My Measurement] and click [History].

2. Click [Group View] tab.

3. Select the data group you would like to show and month.

4. Select the revelant record.

5. Click [Edit] or [Delete].

Q6.

As a carer, can I manage self-measurement data of Who I Care?

Yes.

Click [My Family] on HA Go homepage and select the person you would like to care for under "Care for Others" tab. After that, click [MyHealth] and then [My Measurement].

You can view, input, edit or delete his/her self-measurement data.

My Record

Q7.

How can I access My Record?

Click [MyHealth] on HA Go homepage, then click [My Record] for access.

Q8.

What types of documents can be read in My Record?

Currently, My Record offers HA Go Full members (aged 18 or above) viewing electronic visit documents (including Patient Discharge Information Summary, Investigation Reminder Form, Referral Letter, Medical Certificate and Attendance Certificate) and reports.

The above visit documents have to be sent and pushed to HA Go by healthcare professionals. Please note that the Patient Discharge Information Summary, Investigation Reminder Form and Referral Letter issued after the fourth quarter of year 2021 as well as Medical Certificate and Attendance Certificate issued after 6th Mar 2023 shall be available. These records would be accessible for two years from date of issuance.

Please follow the steps below to view the electronic visit documents.

1. Click [MyHealth] on HA Go homepage.

2. Click [My Record].

3. Click the document icon on the right under “Visit Document” tab to open the record.

Q9.

How long are the visit documents available for reading?

The visit documents will be shown in the app for 2 years.

Q10.

How can I view my blood results?

You can view the pre-defined laboratory results in "MyHealth - My Record".

Q11.

What kind of results I can find in HA Go?

Currently, all HA Go full members can access their pre-defined laboratory results from all hospitals and clinics (general outpatient clinics and specialist outpatient clinics) under Hospital Authority in "MyHealth - My Record". In addition, carers can access the pre-defined laboratory results of their carees with effect from 27 September 2023.

Q12.

When the blood results will be shown?

The pre-defined laboratory results will be available on "MyHealth—My Record" after 14 days of the results release.

Q13.

How many years of blood results I can see?

You can view the recent 2 years of pre-defined laboratory results.

Q14.

Any Chinese version of the blood reports?

Currently, only English report is available.

Q15.

How can I view Referral Letter?

Click [MyHealth] on HA Go homepage and then [My Record]. After that, click the document icon on the right under “Visit Document” tab to open the respective record.

Q16.

How can I view Patient Discharge Information Summary?

Click [MyHealth] on HA Go homepage and then [My Record]. After that, click the document icon on the right under “Visit Document” tab to open the respective record.

Q17.

As a carer, can I view the record of Who I Care?

Yes.

Click [My Family] on HA Go homepage and select the person you would like to care for under "Care for Others" tab. After that, click [MyHealth] and then [My Record].

My Health Info

Q18.

How can I access My Health Info?

Upon the prescription of health information by healthcare professionals, you will receive the push notification “You have health information.” sent to your phone from HA Go. By clicking the push notification and logging in HA Go, you will enter “MyHealth - My Health Info”. Then, you can select the health information required.

You may also access the health information by following steps:

Tap “MyHealth”
Tap “My Health Info”
Tap the health information required

Q19.

I cannot find the health information prescribed by the healthcare professional. What should I do?

The health information is accessible in “My Health Info” for 2 years from the date of prescription, and we show the health information of last 3 months by default. You may select a longer or customized date range to access the health information required.

Q20.

As a carer, can I view the health information of Who I Care?

Yes.

Click [My Family] on HA Go homepage and select the person you would like to care for under "Care for Others" tab. After that, click [MyHealth] and then [My Health Info].

My Pregnancy

General

Q1.

I am pregnant. How can I benefit from using “My Pregnancy”?

You can view obstetric care related information by using the general features. For example:

Read pregnancy articles
Browse useful websites related to obstetric care
View information about HA obstetric units
Review Hospital Bag Checklist for delivery

If you are receiving obstetric services in HA, you can also use the personalized features. For example:

View pregnancy profile consistent with HA obstetric records
Generate pregnancy video

Q2.

I am the carer of the pregnant lady. How can I benefit from using “My Pregnancy”?

You can view obstetric care related information by using the general features. For example:

Read pregnancy articles
Browse useful websites related to obstetric care
View information about HA obstetric units
Review Hospital Bag Checklist for delivery

Q3.

Why does “My Pregnancy” appear in my HA Go ?

“My Pregnancy” will be automatically pushed to HA Go full member with obstetric services in HA. You will receive notification about the pushing of “My Pregnancy”.

Pregnancy Information Update

Q4.

Can I amend the Expected Date of Confinement (EDC) and gestation week in "My Pregnancy"?

EDC and gestation week in "My Pregnancy" are automatically updated according to the latest record in HA obstetric system. If you wish to update the EDC and gestation week, you may seek assistance from our healthcare professionals during next antenatal follow up.

Q5.

Can I update the pregnancy status?

It depends on where you deliver.

For delivery in HA Hospital

The pregnancy status will be automatically updated to “My baby is born in HA hospital”. Your delivery and baby information will be available in your Pregnancy Profile.

For delivery in non-HA Hospital

You are advised to manually update the pregnancy status to “My baby is born outside HA hospital”.

Others

If your pregnancy ends in circumstances other than the above, you are advised to manually update the status to “Pregnancy Journey Ends”.

Q6.

Will “My Pregnancy” keep my inputted data?

Your inputted information in “My Journey” and “Hospital Bag Checklist” shall be for your own reference and record only. Such information will not be uploaded to HA’s system. However, your inputted information in “Profile” may be shared with HA for reference purpose if applicable.

My Journey

Q7.

How can I generate the pregnancy journey video?

You can use the function “My Journey” to take photos every week and generate your pregnancy journey video after delivery.

Please note that the video can be generated when the pregnancy status is updated to “My baby is born in HA hospital” or “My baby is born outside HA hospital”.

Difference between “HApi Journey” & “My Pregnancy”

Q8.

I am currently using another pregnancy app developed by HA called “HApi Journey”. Should I switch to “My Pregnancy”?

You can choose to stay with the current pregnancy app “HApi Journey” or switch to “My Pregnancy” in HA Go to enjoy personalized features with connection to HA obstetric system.

You are reminded that the data in “HApi Journey” cannot be transferred to “My Pregnancy”. You may go to “HApi Journey” to view the data inputted in the past.

Q9.

What are the differences between the app “HApi Journey” and “My Pregnancy”?

“HApi Journey” has been integrated in HA Go as “My Pregnancy” to continue to provide useful pregnancy information. You can manage your health effectively by using the one-stop app HA Go.

In addition to the current functions in “HApi Journey”, “My Pregnancy” in HA Go provides additional and personalized features. In “HApi Journey”, you are required to manually fill in your own pregnancy information such as the Expected Date of Confinement and baby profile. In “My Pregnancy”, your pregnancy information will be automatically updated according to the latest obstetric record in HA obstetric system.

Q10.

Will my self-input data in “HApi Journey” be available in “My Pregnancy”?

Your self-input data in “HApi Journey” would not be transferred to “My Pregnancy”. You can still access the data via “HApi Journey”.

Useful Information

Notification Centre

General

Q1.

Can I delete message in Notification Centre?

For the convenience of users to read important notice, messages in Notification Centre will not be deleted. Generally, messages will be retained in Notification Centre for 7 days and the retention period is mini-App based. Expired message will be cleared.

Q2.

Will I be reminded about appointment of the person who I care?

Notifications such as Appointment reminder are pushed directly to patient at the moment. For viewing notifications of the person who you care, you may consider to access their notification centre with the following steps:

In addition, you can add the appointment information of the person who you care to your mobile phone calendar (e.g. Google Calender, iCloud) according to your mobile phone system (e.g. Android, iOS) for reminder alert.

Please refer to the following steps:

Q3.

What should I do if no push notification received/ I miss the push notification from HA Go?

To receive HA Go push notification, please ensure you have connected your mobile device to the internet and turned on the notification settings on your mobile phone. If you want to set the alert sound for notification, please ensure you have turned on the Sound Notifications on your mobile phone. You may receive push notifications for preview without opening the App.

Please refer to the sample screen below:

For iOS device:

For Android device:

Q4.

How can I view notification messages?

In HA Go App, press the bell to access Notification Centre.

Login is not required to view general messages (e.g. bad weather service impact) while login is required to view personal messages (e.g. appointment reminder) due to privacy issues.

Q5.

I do not receive any notifications from HA Go after changing a new mobile device. What should I do?

You need to reinstall HA Go via Apple app store; Google Play or Huawei AppGallery after changing new device . You can log in HA Go with your username and password after reinstallation.

HA Go supports login with different devices. For security reasons, you can receive push notifications via one device only. You may choose to receive notifications on the new device or the original device after login. Please refer to the sample screen below:

Hospital Visit

General

Q1.

Where can I get the latest information about hospital visit?

You may refer to the Hospital Authority website for the latest visiting arrangements.

Q2.

Can I make an appointment for hospital visit in HA Go?

HA Go does not provide booking services for hospital visit at the moment. Furthermore, starting from 1 February 2023, visitors are no longer required to schedule hospital visit with ward staff in advance. However, visitors are required to provide a valid proof of negative COVID-19 nucleic acid test result obtained within 48 hours on the day of the hospital visit.

HA Go Wi-Fi

General

Q1.

What is HA Go Wi-Fi?

The Hospital Authority has launched the HA Go Wi-Fi service which aims to provide free Wi-Fi service for your better healthcare experience in implementing our vision of smart hospitals in the new digital era. You may enjoy free Wi-Fi services in designated locations in public hospitals and clinics by installing a setup on your mobile device.

Both visitors and patients can enjoy the HA Go Wi-Fi service. There are two modes of access to HA Go Wi-Fi:

Guest Mode (for non HA Go members)
Visitors can enjoy 30 minutes of free Wi-Fi per session with limited speed and a maximum of 2 sessions per day.
HA Go Member Mode (for registered HA Go members)
HA Go registered members can enjoy unlimited free Wi-Fi services in designated HA premises. Your device will auto-connect to the HA Go Wi-Fi network after completing the initial setup via the “HA Go Wi-Fi” app. There is no need to enter the password.

Please refer to the user guides for more details.

Q2.

What are the benefits of HA Go Wi-Fi?

HA Go Wi-Fi service is available in various designated HA premises. Visitors can enjoy time-limited free Wi-Fi service with a simple connection to the HA Go Wi-Fi. Furthermore, HA Go registered members can enjoy unlimited free Wi-Fi services in designated HA premises. Your device will auto-connect to the HA Go Wi-Fi network after completing the initial setup via the “HA Go Wi-Fi” app. There is no need to enter the password.

Please refer to the user guides for more details.

Q3.

Where can I enjoy HA Go Wi-Fi service?

The HA Go Wi-Fi service has been rolled-out to designated locations in public hospitals and clinics from 2021 onwards. Wi-Fi access is available at places with “HA Go Wi-Fi” signage.

Please visit https://www2.ha.org.hk/hago/en/features/useful-information/ha-go-wi-fi for more details.

Q4.

Who is eligible to use the HA Go Wi-Fi service?

Both visitors and patients can enjoy the HA Go Wi-Fi service. There are two modes of access to HA Go Wi-Fi:

Guest Mode (for non HA Go members)
Visitors can enjoy 30 minutes of free Wi-Fi per session with limited speed and a maximum of 2 sessions per day.

HA Go Member Mode (for registered HA Go members)
HA Go registered members can enjoy unlimited free Wi-Fi services in designated HA premises. Your device will auto-connect to the HA Go Wi-Fi network after completing the initial setup via the “HA Go Wi-Fi” app. There is no need to enter the password.

Please refer to the user guides for more details.

Q5.

Can I enjoy Wi-Fi service if I have not registered HA Go yet?

Yes, you can connect to the HA Go Wi-Fi network in the guest mode to enjoy 30 minutes of free Wi-Fi per session with limited speed and a maximum of 2 sessions per day. Please refer to the user guides for more details.

You may also register as a HA Go member to enjoy unlimited free Wi-Fi service. Please visit https://www2.ha.org.hk/hago/en/patient for the registration procedures.

Q6.

How fast is HA Go Wi-Fi?

Speed may vary from designated locations in public hospitals and clinics based on bandwidth availability. The Wi-Fi stability and performance may be affected by factors such as the location of users, the actual number of concurrent users, and the capability of the user's mobile device.

Technical Support

Q7.

What should I do if I cannot connect to HA Go Wi-Fi?

Make sure that you have enabled the Wi-Fi setting on your device. You may simply switch off and on your Wi-Fi setting to reconnect.
Make sure that you are within the range of HA Go Wi-Fi coverage. You may check the Wi-Fi signal strength and you may need to move to an area with a stronger Wi-Fi signal to improve the connection quality.
Please update the “HA Go” app to the latest version and refer to the user guides for HA Go Wi-Fi connection steps.
For HA Go members, you may re-install the configuration profile in the “HA Go Wi-Fi” app.
1. Log in to the “HA Go” app > Click “View All” next to the “Frequently Used Services” > Click “Open” next to the “HA Go Wi-Fi” app > Click “re-install the “HA-Go-Member” profile” to re-install the configuration profile.
2. Switch off and on your Wi-Fi setting to reconnect to the HA Go Wi-Fi network.

Q8.

Is there any connection time-out for HA Go Wi-Fi service?

If you have registered as a HA Go member and connected in the member mode via the “HA Go Wi-Fi” app, you can enjoy the Wi-Fi service without any time limitations. If your device is connected in the guest mode, the service is limited to a maximum of 2 sessions per day with 30 minutes of free Wi-Fi service in each session.

Please refer to the user guides for more details.

Q9.

Will my device remember the HA Go Wi-Fi network that I have connected before and will connect to it automatically next time when I visit the same venue?

Yes. HA Go registered members can enjoy unlimited free Wi-Fi services in designated HA premises. Your device will auto-connect to the HA Go Wi-Fi network after completing the initial setup via the “HA Go Wi-Fi” app. There is no need to enter the password.

Please refer to the user guides for more details.

Q10.

Could I delete the installed configuration profile?

Yes, you can delete the profile anytime.

Please follow the steps below to delete the installed profile:

For iOS devices:

Go to Settings > General > Profile & Device Management / VPN & Device Management
Select the “HA-Go-Member” profile.
Click “Remove Profile” (Note: Depending on system settings, an iOS device passcode may be required for profile removal).
Click “Remove”.

For Android devices:

Go to Android settings > Network & Internet > Wi-Fi.
Press and hold “HA-Go-Member”.
Click "Forget network".

Note: The operation interface may vary by model and software version.

Q11.

What should I do if I cannot download or find the downloaded configuration profile in "Profile & Device Management" on an iOS device?

The download of the configuration profile is only supported in the Safari browser. Please use the Safari browser or set the Safari browser as the default browser for the download of the configuration profile.

Please follow the steps below to set the Safari browser as the default browser (For iOS 14 and above):

Go to Settings and scroll down until you find the browser app.
Tap the app, then tap "Default Browser App".
Select the Safari browser and set it as the default. A checkmark appears to confirm it is the default.

Note: The operation interface may vary by model and software version.

Q12.

What should I do if my device auto-connected to guest mode Wi-Fi (SSID: HA-Go) instead of member mode?

You may have to forget the “HA-Go” Wi-Fi network and change settings to disable the automatic Wi-Fi connection. Please re-install the configuration profile afterward. You may refer to the user guides for more details.

Please follow the steps below to forget the network:

For iOS devices:

Go to Settings > Wi-Fi.
Tap the "Info button" next to the “HA-Go” Wi-Fi network.
Tap "Forget This Network", then tap "Forget" to confirm.
Log in to the “HA Go” app > Click “View All” next to the “Frequently Used Services” > Click “Open” next to the “HA Go Wi-Fi” app > Click “re-install the “HA-Go-Member” profile” to re-install the configuration profile.
Switch off and on your Wi-Fi setting to reconnect to the HA Go Wi-Fi network.

For Android devices:

Go to Android settings > Network & Internet > Wi-Fi.
Press and hold the “HA-Go” Wi-Fi network.
Click "Forget network".
Log in to the “HA Go” app > Click “View All” next to the “Frequently Used Services” > Click “Open” next to the “HA Go Wi-Fi” app > Click “re-install the “HA-Go-Member” profile” to re-install the configuration profile.
Switch off and on your Wi-Fi setting to reconnect to the HA Go Wi-Fi network.

Please follow the steps below to disable the automatic Wi-Fi connection:

For iOS devices:

Go to Settings > Wi-Fi.
Tap the "Info button" next to the “HA-Go” Wi-Fi network.
Turn off the "Auto-Join" toggle switch.

For Android devices:

Go to Android settings > Network & Internet > Wi-Fi > Wi-Fi preference.
Turn off the "Connect to open networks" toggle switch.

Note: The operation interface may vary by model and software version.

Q13.

What should I do if there is no notification message prompted after profile installation on an Android 10 device?

The notification message for your permission to connect to the HA Go Wi-Fi network prompts only when your device is (1) not connecting to any Wi-Fi network and (2) within the range of HA Go Wi-Fi coverage.

Q14.

What devices can connect to the HA Go Wi-Fi networks?

Most Wi-Fi-enabled devices including laptops, tablets, and smartphones can connect to HA Go Wi-Fi in guest mode to enjoy 30 minutes of free Wi-Fi per session and a maximum of 2 sessions per day.

HA Go member Wi-Fi is only supported in mobile devices with the “HA Go” app installed. HA Go registered members can enjoy unlimited free Wi-Fi services in designated HA premises. Your device will auto-connect to the HA Go Wi-Fi network after completing the initial setup via the “HA Go Wi-Fi” app. There is no need to enter the password.

Please refer to the user guides for more details.

Q15.

What should I do if my mobile device prompts for a Wi-Fi password when I try to connect to HA Go member Wi-Fi?

HA Go registered members can enjoy unlimited free Wi-Fi services in designated HA premises. Your device will auto-connect to the HA Go Wi-Fi network after completing the initial setup via the “HA Go Wi-Fi” app. There is no need to enter the password.

Please refer to the user guides for more details.

If your mobile device prompts for a “HA-Go-Member” Wi-Fi password, please follow the steps below to forget the “HA-Go-Member” network and re-install the configuration profile afterward:

For iOS devices:

Go to Settings > General > Profile & Device Management / VPN & Device Management.
Select the “HA-Go-Member” profile.
Click “Remove Profile” (Note: Depending on system settings, an iOS device passcode may be required for profile removal).
Click “Remove”.
Log in to the “HA Go” app > Click “View All” next to the “Frequently Used Services” > Click “Open” next to the “HA Go Wi-Fi” app > Click “re-install the “HA-Go-Member” profile” to re-install the configuration profile.
Switch off and on your Wi-Fi setting to reconnect to the HA Go Wi-Fi network.

For Android devices:

Go to Android settings > Network & Internet > Wi-Fi.
Press and hold the Wi-Fi network “HA-Go-Member”.
Click "Forget network".
Log in to the “HA Go” app > Click “View All” next to the “Frequently Used Services” > Click “Open” next to the “HA Go Wi-Fi” app > Click “re-install the “HA-Go-Member” profile” to re-install the configuration profile.
Switch off and on your Wi-Fi setting to reconnect to the HA Go Wi-Fi network.

Note: The operation interface may vary by model and software version

Location Map

General

Q1.

What is the service Location Map?

Location Map App currently covers selected HA Hospitals with location-based service.

It is designed by the Hospital Authority to provide hospital indoor navigation, location-based notification and useful information of the selected hospital.