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 delete extra spaces before and after the entered username and 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.

General & Account-related

General

About the use of 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 16 with Hong Kong Birth Certificate. We shall further expand HA Go to other groups.

Mobile phone

Q4.

Which mobile phone models support HA Go?

Most smartphone models with internet access that running iOS 10.0 and Android 5.1 or above support HA Go.

Q5.

I do not receive any notifications from HA Go. What should I do?

Please turn on the notification settings on your mobile phone.

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 16 with Hong Kong Birth Certificate. We shall further expand HA Go to other groups.

Q2.

How can I register HA Go? I was being told to be a Basic member - what does it mean to me?

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 their personal details), and then activate your account. For details of account activation, please click here.

To facilitate using HA Go, a HA Go basic member can enjoy some basic features (e.g. view the date & time of future appointments) before account activation. A HA Go basic member must have registered with personal information and phone number that match with Hospital Authority's record.

Parents (a HA Go member) can also register for their children who are aged below 16 with Hong Kong Birth Certificate.

Q3.

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

If you are under 16 years old, you can be registered by your parent, who is a HA Go member as well.

In later phase, registration would be extended to children aged 16 to under 18. We will announce the details by then.

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 via “iAM Smart”# anytime anywhere (for registered “iAM Smart” users aged 18 or above: If you're a registered “iAM Smart” user, you can activate HA Go account without approaching HA hospital/clinic in-person. Upon login HA Go, we would lead you to activate via “iAM Smart” step-by-step.

# “iAM Smart” is an 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:
1. Login HA Go with your username and password

FAQs Registration Verification Retrieve QR code 1 ENG
2. Select 'Activate your account' under your name

3. The QR code will appear

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?

Real name registration is required to protect patient data and privacy. During account activation, you have to present your HKID card in person for verification. This is to ensure that the records belong to you.

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 matched 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 delete extra spaces before and after the entered username and be aware of the letter case. After resetting password, you may log in to HA Go.

Q2.

How 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 use tablet device or iPad to login my HA Go account?

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

Q5.

Can my family member or friends use my mobile phone to access their HA Go account?

HA Go supports multiple accounts access on the same device.

To prevent unauthorised access to personal records,when your family member or friends login HA Go with your mobile phone :
1. They may need to enter an one-time-password sent to their mobile phone number registered in HA Go.
2. Your fingerprint/ facial recognition that has been setup to login HA Go will be cancelled.

Q6.

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

Q7.

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

We recommend you keep 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

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

Information update

Q9.

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.

Q10.

Any impact to my HA Go account if I changed my mobile phone number?

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

Q11.

Can I update my email address in HA Go?

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

Q12.

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.

Q13.

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

General

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 the 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 full Go 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 personal health records of ‘Who I care’ via your HA Go. For example:

Appointments – view appointment records
Payment – enquire/ pay HA bills, outpatient attendance fee (selected clinics), drug charges
Medication – view dispensing records
Allergy – view allergy records
EasyQ – view queue status

If you are a parent (i) who have registered a HA Go account for your child under the age of 16 or (ii) who are 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. For example:

Appointments – view appointment records
Payment – enquire/ pay HA bills, outpatient attendance fee (selected clinics), drug charges
Medication – view dispensing records
Allergy – view allergy records
EasyQ – view queue status
Account management – invite carers (only applicable to the parent of the child)

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 years old) 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?

Yes, 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

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 16 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

Under below situations, you do not need to activate the account in HA's hospitals/clinics:
- Mother-baby relationship found in HA's record (applicable if your child was born in a hospital of HA on or after 8 Aug 2005, and the HA's record was updated with the child's Hong Kong Birth Certificate); and
- You are a full member of HA Go

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.

Access to health records

Q4.

What information can the parent see?

If you are a parent who (i) have registered a HA Go account for your child under the age of 16 or (ii) are invited to be a carer of your child in HA Go, you can manage and view health records of your child via HA Go. For example:

• Appointments – view appointment records

• Payment – enquire/ pay HA bills, outpatient attendance fee (selected clinics), drug charges

• Medication – view dispensing records

• Allergy – view allergy records

• EasyQ – view queue status

• Account management – invite carers

Q5.

Can I invite carer for my child?

The parent who registered for the child can invite anyone who is also an HA full Go 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 "invite carer for my child" (click here) and the access scope (click here).

Q6.

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

When the child has reached 18 years old, his/her parents can no longer access his/her records in HA Go. The child can register his/ her own HA Go account and let family members access his/her records in HA Go with the function of 'Invited Carer'.

Q7.

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

If you are a parent who have registered a HA Go account for your child and if your child is aged 11 or above, you can grant access to your child for managing and viewing personal health records via HA Go. For example:

• Appointments – view appointment records

• Account management – manage account profile, view My Carer

Q8.

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

The child's account is registered by the parent. It facilitates parents to manage health care activities of their children more effectively.

Q9.

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

We recommend you keep 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

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.

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.

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 two 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 have the patient’s HKID card number and date of birth on hand. 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.

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. 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?

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.

Book DC

Q1.

What is Designated Clinic for COVID-19 Confirmed Cases?

To strengthen community support for the confirmed patients and implement triage system to prioritise services for patients with critical condition, the Hospital Authority (HA) has activated Designated Clinics for COVID-19 Confirmed Cases (DCs) to help provide treatment for the confirmed patients in the community presenting with relatively mild symptoms of infection, especially high risk patients. The healthcare staff of DCs will provide appropriate treatment according to the patient’s clinical condition, and will transfer the patient to hospitals for further treatment if required.

DCs are open from Monday to Sunday, including public holidays, from 9:00 am to 1:00 pm, and 2:00 pm to 5:00 pm. Patients with positive test results of COVID-19 requiring medical advice can make an appointment with DC either through the “Book DC” function in HA’s one-stop mobile app “HA Go” or call the selected DC.

Q2.

I am tested positive with COVID-19. Which appointment booking means should I use to make appointment with DC?

COVID-19 confirmed patients requiring medical advice can make an appointment with DC either through the “Book DC” function in HA’s one-stop mobile app “HA Go” or call the selected DC.

“Book DC” function operates 24 hours a day, where quota status is updated continuously and displayed on the booking interface. For the convenience of patients, they are encouraged to use “Book DC” function to make appointment with DC.

Q3.

I am tested positive with COVID-19. How can I make an appointment with DC using the “Book DC” app?

“Book DC” app is specifically for COVID-19 confirmed patients to book and manage their appointments at HA’s DCs. All confirmed patients (regardless of whether the person has registered or used services of HA or not) may make appointment through “Book DC”.

If you are a Hong Kong resident and have registered or used services of HA before, you may download “HA Go”, register your account as Full or Basic Member to make DC appointment through the “Book for self” option in “Book DC” function.

As for Hong Kong residents or non-Hong Kong residents who have never registered nor used HA services are currently not eligible for registering as “HA Go” Member, these patients may make DC appointment with the “Book DC” option in the “Book DC” function through “Guest mode”. During the booking process, these patients are required to input personal information, including HKID card or other identity document number, date of birth and mobile phone number, and proceed according to the instructions. After making the appointment successfully, the patient will be reminded to take a screenshot of the appointment details for reference.

Q4.

I want to make an appointment with DC. When should I make the appointment?

“Book DC” function operates 24 hours a day and quota status is updated continuously. Quota update includes consultation timeslots cancelled by patients, which will be immediately released to the system for other patients to book. This arrangement aims to bring convenience to patients and avoid busy operation of the system at a specific period of the day. You may therefore use either appointment booking means anytime and it is not necessary to make appointment at any designated time point.

Q5.

Can I select my DC consultation timeslot?

To optimise the use of resources and avoid quota wastage, “Book DC” function would identify the earliest available consultation session till the following day 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, such as morning and afternoon. The system would allocate the earliest available timeslot in your selected session depending on quota availability.

Q6.

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

For Full and Basic Members of “HA Go”, please log in to your personal account and use the “Enquire for self” option in “Book DC” function to make the enquiry.

For guests, they may use the “Enquire Appointment” option in the function to enquire the appointment details. During the process, these patients are required to input personal information, including HKID card or other identity document number, date of birth used for appointment booking and select the booked DC, and proceed according to the instructions.

Q7.

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

Please use the “Book DC” to make the cancellation as soon as possible, i.e. at least three hours before your scheduled appointment. The quota will then be released for booking by other patient so as to optimise the use of quotas. For Full or Basic Members of “HA Go”, you may log in to your personal account and use the “Cancel for self” option in “Book DC” to make the cancellation.

For guests, they may cancel their DC appointment through the “Cancel Appointment” option in “Book DC”. During the process, these patients are required to input personal information, including HKID card or other identity document number, date of birth used for appointment booking and select the booked DC, and proceed according to the instructions.

Q8.

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

To safeguard patients’ opportunities in using DC service and protect patient data privacy, your appointment booking via “Book DC” will not proceed if you have already made an appointment via telephone booking.

Q9.

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

For the convenience of members of the public to take care of their family members and / or people with positive test results of COVID-19 that are in need, the “Book for others” option (applicable to Full and Basic Members of “HA Go”) is available in “Book DC” function. When booking for others, you need to login to your own account and have the patient’s HKID card number and date of birth on hand. 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.

Q10.

How does the mobile app protect my data privacy?

The “Book DC” 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.

Q11.

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

To safeguard the security of user accounts, the system will temporarily suspend mobile device from using “Book DC” mobile app if incorrect information is entered repeatedly. You may try using the mobile app again later.

Q12.

What should I do if I encounter difficulties in using the “Book DC” mobile app?

For details of the service arrangement and booking means for DC services, please visit the HA website (https://www.ha.org.hk/haho/ho/cc/designated_clinics_eng.pdf)

BookHA (Book SOPC)

General

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

Application

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(BookSOPC) need?

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

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(BookSOPC) - Enquiry - My application status"

Q7.

How can I retrieve the Book HA(BookSOPC) 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(BookSOPC)?

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.

TeleHealth (Pilot)

General

Q1.

Can I attend video consultation via "HA Go TeleHealth"?

Only invited patients (also HA Go full members) can use "HA Go TeleHealth" in the pilot phase.

Q2.

Can I attend the video consultation anywhere?

In order to protect personal privacy and optimise video and audio effects, patients are recommended to attend the video consultation at a quiet and private environment. Also, patients have to be located in Hong Kong to attend the video consultation.

Patients can be accompanied by a relative or friend for each consultation whenever necessary.

Q3.

How does clinical staff verify my identity?

Please prepare your Hong Kong Identity Card. When the video consultation begins, please follow staff's instructions to display your Hong Kong Identity Card in front of the camera.

Q4.

Will my video consultation process be kept for records or other purposes?

In order to protect the privacy of both patients and clinical staff, audio or video recording will not be made during the consultation.

HA Go will request access to the camera and microphone of your mobile device for the transmit of video, audio, SMS and other information. The Hospital Authority will not use or collect any data in your mobile phone under other circumstances.

Q5.

During the video consultation, can I make audio or video record, or take screenshot?

In order to protect the privacy of both patients and clinical staff, patient and the companion must not record or take photos and screenshots via any means during the video consultation. If such situation occurs, the clinical staff can decide to pause or terminate the video consultation.

Preparation

Q6.

What do I need to prepare before attending the video consultation?

Please prepare the followings to attend a video consultation:

Device
- A video-capable mobile phone (with "HA Go" mobile application installed and logged in)
- HA Go is authorised to send push messages and access the camera and microphone on your phone
- The video and audio functions are turned on and operating well. Silent mode should also be turned off.
- Make sure the network data of your mobile is sufficient or your phone has been connected to a stable network to ensure network stability (home wireless network is recommended)
- Power is connected or sufficient to operate
Venue & Location
- Any suitable venues with a quiet and private environment to protect personal privacy and optimise video and audio effects
- Located in Hong Kong to attend the consultation
Identity Verification
- Your Hong Kong Identity Card for staff's verification

Q7.

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

HA Go will send you notifications for granting permission to use your mobile functions. Please tab [Allow] to authorise.

Besides, you may also change the access permission of HA Go in your mobile device:

Android phones -
Open "Settings" on mobile phone and tab [Apps & notifications]. Then choose "HA Go" from the list and tab [Permissions]. Finally, select the permission setting to be changed and tab [Allow].

iOS phones -
Open "Settings" on mobile phone and choose "HA Go" from the list. Then select the permission setting to be changed and tab [Allow].

For Details please refer to: Android phones | iOS phones

On the appointment date

Q8.

How to start the video consultation?

If you are invited to attend a video consultation, you will receive a push notification from HA Go at the appointment time. Please tap the push message and log in to HA Go (if you have already logged in, HA Go will automatically skip this step) to enter the video consultation session.

Please stay on the loading page until the connection is successful.

Q9.

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

Please ensure you have authorized your mobile device to receive push notification from HA Go . For details please refer to: Android phones | iOS phones

You can also find the latest push notification from Notification Centre after login HA Go.

Q10.

What should I do if the video consultation is disconnected due to poor internet connection or other issues?

If the video consultation is disconnected due to unstable network, you will receive a new HA Go push notification. Please tab the push message to restart the consultation.

Payment

Q11.

Can I use HA Go to pay TeleHealth appointment?

You can check your bill and settle the payment for your TeleHealth appointment in HA Go. Details of payment service please refer to this site

EasyQ

General

Q1.

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.

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 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.

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

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

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.

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.

Allergy

General

Q1.

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

No. HA Go only provides allergy records in HA.

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 interested 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 measurement on screen.

Q2.

How can I find the measurement record I entered?

The corresponding records can be found after navigate to “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 “Chart” tab at bottom for graphic display of your measurement data.

Q3.

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

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

Q4.

How long the data will be stored?

The measurement data will be stored for 2 years.

My Record

Q5.

How can I access My Record?

After clicking into MyHealth App, click the top left back button, you will see the My Record module icon. Click it and you will be in My Record module.

Q6.

What type of documents can be read?

Investigation Reminder Form, Patient Discharge Information Summary, Prescription Record and Referral Letter prescribed/ordered by the healthcare professionals.

Q7.

How long are the documents available for read?

The documents will be shown in app for 2 years.

My Health Info

Q8.

How can I access My Health Info?

After the prescription of health info by your healthcare professionals, you will receive a push notification “You have health information”. By clicking on the push notification, and after logging in, you will be redirected to My Health Info. You can also check the push notification at notification centre of HA Go. Besides, you can also access the My Health Info icon by clicking top left back button after getting into MyHealth App.

Q9.

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

In My Health Info, you can select the “Date” picker and select the interested time range (Defaulted last 3 months). You may select the date you want by list or by custom date. The health information will be stored for 2 years.

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”.

For delivery in non-HA Hospital

You are advised to manually update the pregnancy status to “My baby is born outside HA hospital”. You are reminded that the update in pregnancy status allows once only.

Others

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

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:

Hospital Visit

General

Q1.

Can visitor fill the information in Hospital Visit before paying a visit to hospital?

Visitor can access and fill the health declaration form in Hospital Visit. A QR code will be generated. Visitor may bring the QR code to hospital and show it to corresponding staff for visiting purpose.

Q2.

Can the QR code generated in Hospital Visit be reused?

The QR code generated in Hospital Visit is valid for 24 hours. Please fill the health declaration form again when the QR code becomes invalid.

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 “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 “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 “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 > Wi-Fi.
Tap the "Info button" next to the Wi-Fi network “HA-Go-Member”.
Tap "Forget This Network", then tap "Forget" to confirm.
Log in to the “HA Go” app > Click “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 “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.