Patient Queuing Solution

Before Waiting Area Registration Line B3 B2 B1 Registration Clerks

Challenges Patient visibility Multiple Patient acuity levels design space / line of sight Multiple Patient acuity levels Too few/many booths open Poor patient satisfaction Poor staff satisfaction

Desired Solution 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

Waiting Patient Time Processing Patient Arrives Patient takes ticket from station Waiting Patient takes a seat and waits Registration staff updates counter screen when ready for next patient Patient sees that the counter number matches ticket number Patient Time Processing Patient moves to appropriate booth Patient arrives at correct booth Patient is seen by registration clerk Patient registration is processed Patient leaves the booth

Kiosk Patient Flow

Staff Workflow

After Kiosk Waiting Area Display Screen Booth 1 Booth 2 Booth 3

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

Performance Management 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

Reporting Canned reports SSRS Incident Management Performance Report subscription Linked reports

Thank you

Workflow – Before |After Kiosk Registration Line Waiting area B1 B2 B3 B1 B2 B3

Performance metrics Workload balance Kiosk/display view Patient flow Custom Solution Performance metrics Workload balance Kiosk/display view Patient flow Multi-stage Reg. Patient notification Staff workflow