Patient Communication AI in a Hong Kong Hospital: A Privacy-First Architecture on AWS

[The content of this article has been produced by our advertising partner.] The Radiology Department fields a steady flow of enquiries from many patients at the same time, arriving at all hours of the day and night, often stretching over days or months as patients consider their options or return after consulting their referring doctor. Each time a conversation resumes, staff have to pick up where it left off. The underlying work is complex too: 1,000+ distinct examination items, each with pricing logic that depends on modality, contrast, anatomy, and applicable packages, and referral letters that arrive as photos with handwritten notes and mixed-language text. Doing all of this accurately, quickly, and around the clock is genuinely demanding, and simply hiring more staff is not a sustainable solution. Yet the patient experience is straightforward. A patient sends a referral letter via a dedicated WhatsApp channel to the Department. Within minutes, they receive a reply in their own language. The correct examination is identified. A quotation is matched to the Department's pricing. The same experience runs at any hour, in either Chinese or English.

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