Mulago rolls out WhatsApp bot to access cancer results remotely

2026-03-23 - 09:05

Mulago national referral hospital has introduced a WhatsApp-based notification system aimed at reducing long queues and transport costs for patients awaiting cancer biopsy results. The initiative, spearheaded by Dr Sharif Musoke, an associate consultant pathologist at Mulago, allows patients to check the status of their biopsy results remotely instead of physically returning to the hospital. For years, patients submitting biopsy samples for cancer screening and diagnosis have faced long waiting periods. Although the standard turnaround time is three to five days, logistical challenges often cause delays, forcing many patients, including those travelling from up-country to repeatedly return to the hospital to check whether their results are ready. “We have been noticing a lot of our patients coming to sit in line, waiting for results,” Dr Musoke said. “We wanted to reduce those lines and protect patients from individuals who might ask them for money to ‘fast-track’ their results or simply to check if they are ready.” The new system uses an automated WhatsApp bot. Patients initiate a conversation by sending a message such as “Hi” to a dedicated department number. The bot then prompts them to enter the lab number indicated on the request form issued when the sample was submitted. Once entered, the system scans laboratory records and returns an instant status update. If the results are ready, the patient is advised to come to the hospital for collection. If not, the bot recommends checking again after 24 hours. Musoke said that when a result is flagged as “not found” or appears excessively delayed, the system automatically alerts the pathology team to investigate the bottleneck. “In the long run, we will have an empty desk where someone will just be coming for a result that is already ready,” he said. Musoke developed the platform himself, navigating the technical complexities of integrating medical laboratory data with WhatsApp. He also cited challenges related to restrictions on certain social media platforms in Uganda, which complicate backend infrastructure for WhatsApp-based services. While Mulago currently performs better than many up-country laboratories, where results can take up to two months, Musoke acknowledged that manpower shortages still affect turnaround time. However, he said the digital tool will help identify delays and improve efficiency, with the hospital targeting a three-day turnaround period. The system has been operational for less than a month. Although official analytics are still being compiled, the pathology department is optimistic that the “digital clerk” will significantly improve the patient experience at Uganda’s national referral hospital.