🤖 AI Chatbot & Messaging System – Q&A
General Functionality
What types of patient inquiries can the chatbot handle automatically?
Routine inquiries like service hours, medication availability, product prices, minor ailment information, and general public health advice.
How does the chatbot triage between routine and complex medical questions?
It uses smart triage to identify keywords or symptoms that suggest higher-risk cases and refers them to pharmacists.
What happens when a question is too complex for the chatbot to answer?
It escalates the conversation to a human pharmacist and informs the user to expect a personal response.
How accurate is the chatbot’s medical guidance, and how is it validated?
Chatbot answers are validated by pharmacists and healthcare professionals during development and continuously improved through user feedback.
How can a patient be referred to a pharmacist using the chatbot?
Patients receive a message asking them to confirm if they want a referral; once confirmed, the pharmacist receives the triaged inquiry.
Languages and Accessibility
What languages does the chatbot support?
Traditional Chinese, English, Urdu, Nepali, and Indonesian.
How does the chatbot accommodate ethnic minorities and non-native speakers?
Through multilingual support and culturally adapted health content.
Can the chatbot support patients during religious or cultural events (e.g., Ramadan)?
Yes, it can provide medication guidance during events like Ramadan, e.g., when to take medicine during fasting hours.
How does the chatbot support elderly patients with low health literacy?
Through simplified explanations, multimedia content (e.g., videos), and visual prompts.
Integration and Scalability
Can the chatbot be integrated with WhatsApp, Signal, or other messaging platforms?
Yes, WhatsApp is already in use, and it’s designed for expansion to other platforms.
How many patient conversations can it handle simultaneously?
It can scale to handle thousands of conversations concurrently.
Is the chatbot compatible with pharmacy operating systems or POS systems?
It is built to complement PharmCare’s SaaS system and can be integrated with other systems via APIs.
How secure is the chatbot in terms of patient data?
It follows privacy policies and uses secure data protocols (e.g., HTTPS, Cloudflare protection).
Impact and Efficiency
How much time does the chatbot save for pharmacists each day?
It reduces message handling time by 50%, especially for routine queries.
How does it help reduce response time and improve patient satisfaction?
By answering inquiries instantly 24/7 and only escalating when needed, ensuring speed and accuracy.
What percentage of inquiries can be fully resolved without pharmacist input?
Approximately 60–70%, based on usage data.
What analytics or usage reports does the chatbot provide to pharmacies?
Volume of queries, response time, frequently asked topics, satisfaction rates, and escalation trends.
User Experience
How is patient feedback on chatbot replies collected and used?
Feedback prompts are built into the chatbot, and responses are analyzed to improve AI performance.
What’s the setup time for a pharmacy to implement the chatbot?
A few days to a week, depending on customization and training needs.
Can the chatbot push public health information and multimedia education?
Yes, it sends multimedia messages, e.g., leaflets or videos, on flu prevention, cold treatment, etc.
💊 PharmCare SaaS System – Q&A
System Overview
What is the PharmCare SaaS system and what does it manage?
It manages prescriptions, patient records, inventory, and dispensing workflows for community pharmacies.
How does the system streamline prescription and medication workflows?
By digitizing the entire process—e-prescriptions, refill tracking, and patient logs.
What features support inventory and dispensing management?
Real-time stock tracking, sales history, product categorization, and alerts for low stock.
E-Prescription and Records
What is the e-prescription book and how does it reduce prescription errors?
A digital log of all prescriptions received, ensuring organized records and easier verification.
Can the system handle partial prescription fills and follow-up tracking?
Yes, it allows pharmacists to dispense part of a prescription and log remaining items for future pickup.
How are prescriptions categorized and labeled legally?
According to Hong Kong’s legal classifications (e.g., Part I, Part II, OTC), ensuring compliance.
Multi-Branch and Team Use
How does the system support multi-branch pharmacies?
It syncs data and operations across all locations under one centralized dashboard.
Can different pharmacists within one network access shared patient records?
Yes, with role-based access for data privacy and efficient collaboration.
Is there a handover or memo function for internal communication?
Yes, internal communication tools (like a memo board) are built in.
Patient and Caregiver Benefits
How do patients and caregivers access their records?
Through the PharmCare mobile app, available for Android and iOS.
Can the system provide medication reminders or symptom tracking?
Yes, through app notifications and integrations planned with the chatbot.
How does the SaaS platform support chronic disease management?
By offering medication tracking, dosage schedules, and education for conditions like diabetes and heart disease.
Regulatory and Compliance
Is the platform compliant with Hong Kong health authority standards?
Yes, it complies with drug classification, privacy laws, and health IT guidelines.
Does it integrate with DrugOffice or other official drug databases?
Yes, to validate and sync drug information and labeling.
How does it ensure data privacy and security?
Via secure servers, HTTPS protocols, and adherence to a clear privacy policy.
Usability and Access
Is the system available as a mobile app for pharmacists and patients?
Yes, for both Android and iOS platforms.
What languages are supported in the platform UI?
English and Traditional Chinese.
How are updates and new features deployed?
Through cloud-based updates rolled out regularly with user notifications.
Support and Training
What kind of technical support or onboarding training is available?
Troubleshooting guides, live support, and training resources are provided via the website and app.
How is the PharmCare SaaS priced for independent and chain pharmacies?
Custom pricing, typically by subscription (e.g., HK$30,000/year), with additional charges per patient chat.
🏷️ DrugIcon Labeling Initiative – Q&A
Concept and Purpose
What is DrugIcon and what problem does it solve?
It’s a visual labeling system using icons on medication packaging to improve patient understanding and safety.
Why are visual medication labels important for patient safety?
They help prevent dosage errors, especially for elderly and ethnic minority patients with low literacy.
Who benefits the most from DrugIcon (e.g., elderly, EM, caregivers)?
Elderly patients, non-Chinese speakers, caregivers, and anyone unfamiliar with medical terms.
Design and Development
How are the icons designed to be understandable and culturally neutral?
They use simple, tested visuals refined with feedback from ethnic minority users and pharmacists.
How are icon designs tested for clarity and comprehension?
Through patient usability tests and pharmacist reviews.
Are DrugIcons standardized across all medications?
Yes, consistent design ensures universal recognition.
Implementation and Use
How are DrugIcons printed or applied to packaging?
During the dispensing process, using label printers integrated with the PharmCare system.
Do they work with both prescription and OTC medications?
Yes, DrugIcons can be applied to both.
How do DrugIcons complement traditional text labels?
They provide an additional layer of clarity—icons don’t replace text but enhance it.
Impact and Accessibility
How do DrugIcons support non-Chinese or low-literacy patients?
Icons are visual and language-free, reducing confusion.
What is the feedback from patients and caregivers so far?
Highly positive—patients praise the simplicity and clarity.
Do pharmacists use DrugIcons when explaining medications?
Yes, they use them as a teaching tool during consultations.
Integration and Scalability
Can any pharmacy use DrugIcons or is it exclusive to PharmCare partners?
Currently limited to PharmCare users, but expansion is in progress.
How are DrugIcons being expanded to more pharmacies or institutions?
Through partnerships with NGOs and pilot programs in community health settings.
Are there plans to integrate DrugIcons into hospital dispensaries?
Yes, discussions with public and private institutions are ongoing.
Customization and Feedback
Can pharmacies suggest new or custom icons based on local needs?
Yes, feedback is encouraged to co-create new icon sets.
How does PharmCare collect and use feedback to improve icons?
Through surveys, app reviews, and pharmacist focus groups.
Are DrugIcons adaptable for rare or complex medication regimens?
Yes, custom icons can be created for specific treatment cases.
Compliance and Recognition
Are DrugIcons compliant with local health and labeling regulations?
Yes, they align with HK medication labeling laws and safety standards.
Are they recognized or supported by health authorities in Hong Kong?
While not yet formally mandated, they are used in pilot programs and supported by social organizations and pharmacists.
Let me know if you’d like these formatted into slides, training sheets, or scripts for demos!
🤖 AI 聊天機械人及訊息系統 – 20 條問答
功能相關
聊天機械人可以自動回答什麼問題？
一般查詢如營業時間、藥品供應、價格、小病資料及公共健康資訊。
如何分辨普通查詢與複雜醫療問題？
系統會根據關鍵字或症狀自動分類，複雜問題會轉介藥劑師處理。
如果問題過於複雜怎麼辦？
機械人會提示轉交藥劑師，並通知用戶稍後會有專人回覆。
聊天機械人的資訊準確嗎？由誰審核？
所有內容由藥劑師及醫護人員參與開發，並根據用戶回饋不斷優化。
如何由聊天機械人轉介至藥劑師？
系統會詢問用戶是否需要轉介，用戶確認後即由藥劑師接手。
語言與可及性
支援哪些語言？
繁體中文、英文、烏爾都文、尼泊爾文、印尼文。
如何幫助少數族裔或非中文母語者？
提供多語言支援與文化敏感的健康內容。
可以應對齋戒月等文化需要嗎？
可以，例如提供齋戒期間的服藥建議。
怎樣幫助年長及健康素養低的患者？
用簡化語言、多媒體教材（如影片）、圖示幫助理解。
整合與擴展性
能否與 WhatsApp 等平台整合？
支援 WhatsApp，並計劃擴展至其他訊息平台。
能同時處理多少查詢？
可大規模處理數以千計對話，無人力限制。
可與藥房POS系統整合嗎？
已可整合 PharmCare 系統，並可透過 API 接駁其他平台。
聊天機械人如何保障資料安全？
使用 HTTPS、Cloudflare 等保安技術，並有私隱政策保障。
成效與效率
每日能為藥劑師節省多少時間？
約可減少 50% 的重複查詢處理時間。
如何提升回覆速度及病人滿意度？
透過自動應答系統，24/7 立即回覆，提升服務質素。
有多少查詢可以完全由機械人處理？
約 60–70% 查詢無需藥劑師介入。
藥房能看到哪些使用數據？
包括查詢量、常見問題、處理時間、用戶滿意度等。
用戶體驗
如何收集病人對聊天機械人的意見？
系統內設有回饋功能，分析數據作改進。
藥房安裝系統需要多久？
一般需幾天至一星期，可根據需要作個人化設定。
能推送健康教育資訊嗎？
可以發送文字、影片、單張等公眾健康教育材料。
💊 PharmCare SaaS 系統 – 20 條問答
系統總覽
什麼是 PharmCare SaaS？
是一套為社區藥房設計的數碼化營運系統，包括處方管理、病人記錄、庫存等。
如何簡化處方及藥物流程？
透過電子處方、自動記錄及數碼化操作提升效率。
系統如何協助管理藥品庫存？
提供實時庫存追蹤、缺貨提示、分類與銷售紀錄等功能。
電子處方與記錄
電子處方簿有什麼作用？
安全儲存所有處方記錄，方便查閱，減少錯誤。
能否支援部分配藥？
可以記錄已配與未配藥物，並作日後跟進。
如何分類藥物？
依照香港藥物法例分類（第一部、第二部、OTC等）。
多分店與團隊支援
支援多分店管理嗎？
能集中管理各分店資料，實現同步營運。
多名藥劑師可否共用資料？
可以，並支援權限設定保障私隱。
有內部交接功能嗎？
有備忘板 Memo Board 功能，用於交接及內部溝通。
病人與照顧者支援
病人及照顧者如何查看記錄？
透過 PharmCare 手機應用程式查看處方與資訊。
是否有藥物提醒功能？
有計劃與聊天機械人整合，提供提醒與追蹤功能。
如何協助慢性病管理？
提供長期藥物追蹤與教育資源，例如糖尿病、心臟病。
合規與安全性
是否符合香港法規？
是，藥物分類、私隱政策皆符合本地標準。
有與政府資料庫整合嗎？
已整合藥物辦公室資料庫，提升標籤與追蹤準確度。
如何保障資料安全？
使用安全伺服器、加密協定與私隱條例。
可用性與更新
有手機應用程式嗎？
有，支援 Android 及 iOS。
支援什麼語言？
繁體中文與英文。
如何進行系統更新？
採用雲端部署，自動更新並通知用戶。
支援與定價
有技術支援或培訓嗎？
提供網站指南、客服支援與上線培訓。
系統如何收費？
按年訂閱計劃（如每年港幣 30,000 元），按需收費。
🏷️ DrugIcon 藥物圖標計劃 – 20 條問答
計劃簡介
什麼是 DrugIcon？
是一套以圖標方式在藥品包裝上展示用藥資訊的系統，提升患者用藥安全。
為什麼視覺標籤重要？
圖示能幫助年長或語言障礙者理解用藥指示，減少錯誤。
哪些人最受益？
長者、少數族裔、非中文使用者及照顧者。
設計與測試
圖標如何設計？
強調簡單、清晰，經用戶與藥劑師反饋優化。
如何測試圖標是否有效？
經病人理解測試與臨床人員審查。
圖標是否統一標準？
是，採用一致風格，便於識別。
使用方式
圖標如何印在包裝上？
透過配藥時自動列印的標籤機貼於包裝。
處方藥與非處方藥都可用嗎？
可同時應用於 Rx 與 OTC 藥物。
是否取代文字標籤？
不會，是補充文字說明的輔助工具。
可及性與影響
如何協助非中文或低識字患者？
視覺化圖標不依賴語言，便於理解。
用戶反應如何？
普遍認為清晰易懂，大幅減少混亂。
藥劑師會使用圖標講解嗎？
是，圖標成為教學輔助工具。
整合與發展
只有 PharmCare 用戶能用嗎？
現階段限於合作藥房，未來將擴展。
會擴展至更多藥房與機構嗎？
正與 NGO 與社區藥房洽談合作擴展使用。
有計劃引入醫院藥房嗎？
是，已展開初步洽談。
客製化與意見反饋
可否根據藥房需要定制圖標？
可以，可根據用戶建議開發新圖示。
如何收集意見改進圖標？
經問卷、App 反饋及藥劑師小組測試。
可否應用於複雜處方？
可以，並可為特殊情況設計專屬圖示。
法規與認可
圖標是否符合法規？
是，符合香港藥物標籤標準與指引。
藥物圖標是否獲得政府機構支持？
雖未全面納入法例，但獲社區機構與藥劑師支持，正積極推廣。
Description of the founder – Albert A
Biography
With over 20 years of experience in the digital health
industry, Albert has devoted his career to empowering
self-care and community care through technology. His
flagship product, TeamCare, is a SaaS-based Personal
Care Plan (PCP), Case Management, and Point of Care
(POC) system that has evolved from the bedside nursing
care plan typically used in hospital settings. Additionally,
Albert has created PharmCare, an integrated community
pharmacy solution with SaaS, API, and APP components.
Albert is not only dedicated to healthcare technology but
also devotes himself to social innovation. He is a
co-founder of HKGoodPost, a platform for SDG and
Social Innovation blogging, and has spearheaded the
Creative Commons Project in Drug Icon to enhance
medication comprehension among the elderly,
caregivers, and ethnic minorities.
Albert holds a Bachelor’s degree in Computer Science
and an MBA from the Hong Kong University of Science
and Technology. He serves as a part-time lecturer at HKU
Space and a visiting lecturer at The Hong Kong
Polytechnic University, specialising in entrepreneurship
education.
Profile
● 20+ Years experience in HealthTech in IBM Healthcare
Solution Unit, Quality Healthcare, etc.
● Serial HealthTech (healthbasic, acesobee, PharmCare)
and Social Innovation Entrepreneur (Drug Icon CC)
● Degree Holder in Computer Science and MBA (HKUST)
● Visiting Lecturer in PolyU for Lean Launchpad
Programme since 2017
● Gold Award Winner of HK ICT Award in Best ICT Startup
(Social Impact) 2017
我們的合作夥伴包括以下：
Our Partners
| Organization (English) | Organization (Chinese) |
| Community A-Lively Pharmacy | 康健生活藥房 |
| Hong Kong Sheng Kung Hui Welfare Council | 香港聖公會福利協會 |
| New Home Association | 耆樂之家 |
| St. James’ Settlement | 聖雅各福群會 |
| The Lok Sin Tong Benevolent Society Kowloon | 九龍樂善堂 |
| Haven of Hope | 基督教靈實協會 |
| Health In Action | 健康在行動 |
| Christian Family Service Centre | 基督教家庭服務中心 |
| Multicultural Health Services | 多元文化健康服務 |
| YWCA | 香港基督教女青年會 |
| HKU Med | 香港大學醫學院 |
| IVE | 香港專業教育學院 |