Patient Queuing Solution

B1B2B3

Waiting Area

Regi

stra

tion

Line

Registration Clerks

Before

• Patient visibility

• design space / line of sight

• Multiple Patient acuity levels

• Too few/many booths open

• Poor patient satisfaction

• Poor staff satisfaction

Challenges

• Reduce the wait time

• Utilize waiting area

• Patient registration based on acuity level

• Monitor registration wait time

– Custom metrics, max, avg. # etc…

• Support Manager decision to Open/Close Booth

Desired Solution

Patient Arrives

Patient takes ticket from station

Patient takes a seat and waits

Patient moves to appropriate booth

Patient arrives at correct booth

Patient is seen by registration clerk

Patient registration is processedPatient leaves

the booth

Registration staff updates counter screen when ready for next patient

Patient sees that the counter number matches

ticket number

Proc

essi

ngW

aitin

g

Patie

nt T

ime

Kiosk Patient Flow

Staff Workflow

Booth 1 Booth 2 Booth 3

Kiosk Waiting Area Display Screen

After

Clerk View

Patient View

Additional Features

Staff Process:

• Error checking

• Transfer patient between booths

• Pull patient from queue based on priority

• System warning− Printer : Out of Paper, Paper Jam

− Kiosk : Disconnected, After Hours

• Manager features:

– Max number of patients per queue

– Average waiting times

– Number of tickets per day per queue

– Track patient through registration

– Assignment of clerks to open booths

– Reporting

Performance Management

• Canned reports– Incident – Management– Performance

• SSRS– Report subscription– Linked reports

Reporting

Thank you

Workflow – Before |After

B1 B2 B3 B1 B2 B3

Waiting area Kiosk

Regi

stra

tion

Line

Before After

• Performance metrics

• Workload balance

• Kiosk/display view

• Patient flow– Multi-stage Reg.

– Patient notification

• Staff workflow

Custom Solution