Problem Statement

As one of Singapore’s largest multi-disciplinary hospitals with more than 170 years of pioneering medical care and development, the hospital has 45 clinical and allied health departments, 16 specialist centers and is powered by more than 8,000 healthcare staff. A Queue Management System with a consistent workflow was thus necessary to manage a large number of patients daily.

There are several drawbacks of a conventional process for Queue and Patient Management:

• Patients need to frequently call the Hospital staff for an appointment at their convenient time.
• Patients need to travel and visit the hospital to book service and wait for a long physical queue for tokens.
• Patients had to wait for their turn by standing in the queue for some time.
• Meanwhile, the Hospital had to deliver them tokens to confirm their appointment.
• Consumers waiting for their turn in the queue when managing them becomes the obligation of the Hospital.
• Strict authorization record strategy.
• Limited source of tracking the patients and the history of the services received by them.
• Assistance-wise dispersion gets difficult to regulate physically.
• Client ended up processing the tokens on a first come first basis almost always.
• High cost of maintaining onsite support staff.
• Lots of crowding at Hospital Counters.