The Pathology Department at Mulago National Referral Hospital has introduced a WhatsApp-based system to help patients check the status of their biopsy results, easing long waits and cutting travel costs.
The tool, developed by Dr. Sharif Musoke, an associate consultant pathologist, allows patients to receive updates remotely rather than returning repeatedly to the hospital.
For years, patients seeking cancer diagnosis have faced delays and long queues. Although biopsy results are typically expected within three to five days, logistical challenges often extend waiting times. Many patients—especially those traveling from outside Kampala—have had to return multiple times just to confirm whether results are ready.
“We have been seeing many patients coming to sit in line waiting for results,” Musoke said. “We wanted to reduce congestion and also protect patients from being asked for money to ‘fast-track’ services or check their results.”
The system uses an automated WhatsApp bot. Patients initiate a chat by sending a message to the department’s number, then enter their lab number from the test request form. The system checks the database and provides an instant status update.
If results are ready, patients are advised to come to the hospital for collection. If not, they are prompted to check again after 24 hours. Cases flagged as missing or delayed trigger alerts to the pathology team for follow-up.
“In the long run, we want a situation where patients only come when their results are ready,” Musoke said.
Musoke developed the platform independently, navigating technical challenges, including integrating hospital data systems with the messaging platform. He noted that broader digital constraints in Uganda have also complicated implementation.
While Mulago processes results faster than many regional facilities—where patients can wait up to two months—staff shortages still affect turnaround times. Musoke said the new system will help identify bottlenecks and improve efficiency, with a target of reducing turnaround time to three days.
The system has been operational for less than a month, and although usage data is still being compiled, hospital officials say it has the potential to significantly improve patient experience at Uganda’s largest referral facility.
