Key stakeholder perspectives on HA Go implementation: a Consolidated Framework for Implementation Research–informed study of a mobile health navigation tool

Abstract

Abstract Objectives The Hospital Authority in Hong Kong developed an application, known as ‘HA Go’, to enhance patients’ healthcare journeys and optimize the efficiency of healthcare resource allocation. This study aimed to explore the perceptions of HA Go among the key stakeholders and identify barriers and facilitators to its adoption. Materials and Methods This qualitative study evaluated the perceptions of six groups of key stakeholders associated with HA Go in Hong Kong including (1) users; (2) non-users; (3) caregivers; (4) physicians in the public healthcare sector; (5) physicians in the private healthcare sector; and (6) policymakers related to HA Go development. The Consolidated Framework for Implementation Research (CFIR) was adopted to guide the interview and data analysis in this study. Results A total of 33 participants were included in this study. Among users, non-users, and caregivers, the key benefits of HA Go and facilitators included appointment management, simplification of the healthcare process, and accessible HA Go-related information and support. Among physicians and policymakers, the key benefits and facilitators included improved appointment coordination, smoother healthcare processes, and support for medication management. Across stakeholder groups, barriers included limited familiarity with digital devices, interface complexity, privacy concerns, and insufficient promotion or practical support. Discussion Stakeholders generally perceived HA Go as useful for improving healthcare navigation and resource efficiency, while highlighting the need to address usability barriers and strengthen support for diverse user groups. Conclusions This study highlighted the potential role of HA Go in enhancing patients’ healthcare journeys and optimizing healthcare resource allocation, and identified the enablers, barriers, and opportunities for improvement. Targeted improvements in user interface design, platform integration, communication strategies, and training may support wider adoption and engagement.