In-between consultations and check-ups, patients and those accompanying them inevitably encounter some waiting time. HKCH provides a variety of facilities and activities, making the wait more meaningful and enjoyable. They can take a leisurely walk in the rehab garden, or spend some fun time in the Patient Resource Centre which features a library, video games, a play area, and diversified workshops. Inside the SOPC, the Disney Mobile Movie Theatre keeps streaming popular animations and movies. Volunteers from different NGOs also bring joy to children with activities like balloon twisting and handicrafts.

Department Operations Manager (Paediatrics), Tse Miu-ling said, "These measures can reduce children's anxiety, and let parents take a breather. We also have patient groups coming to share experience and provide support to families."

Empathy is another focus of the SOPC. Facing children who fear blood-taking, phlebotomists have some tricks up their sleeves – they will give out stickers to cheer them up, and apply numbing cream when necessary. Moreover, the department emphasizes on enriching clerical staff 's disease knowledge, so that they can recognize what is serious and urgent, and handle enquiries more effectively. Said Ms Tse, "Parents most often tell us about their children's symptoms, change of condition, and shortage of medications. Our staff must promptly inform nurses, and consult doctors if necessary. They should also put themselves in others' shoes and refrain from saying something that may add to their distress."

▲ Young patients having fun with virtual reality and augmented reality games at the Patient Resource Centre.

▲ After her son and daughter's X-ray exam at the Department of Radiology, Mrs Ching (first on right) brings them to the SOPC for their orthopaedic consultation. While waiting, they enjoy some cartoons and are given a balloon. Mrs Ching appreciates these thoughtful arrangements that can save time and keep the little ones entertained.