Queue Management

QUEUE_MANAGEMENT.md

Queue Management

Complete guide to managing patient queues, check-ins, and optimizing patient flow in MyClinicSoft.

Overview

The Queue Management system helps manage patient flow through your clinic with features including:

  • Patient check-in system
  • Real-time queue display
  • QR code check-in
  • Queue status tracking
  • Wait time estimates
  • Display screen integration
  • Priority management

Accessing Queue Management

Navigate to Queue from the main menu.

Queue Dashboard

The queue dashboard shows:

Active Queue:

  • Patients currently in queue
  • Current status of each patient
  • Estimated wait time
  • Queue position
  • Assigned doctor/room

Queue Statistics:

  • Total patients today
  • Average wait time
  • Patients being seen
  • Patients completed
  • Current queue length

Quick Actions:

  • Add patient to queue
  • Call next patient
  • Update patient status
  • View queue history

Adding Patients to Queue

Walk-in Patients

For patients without appointments:

  1. Click Add to Queue
  2. Select or search for patient
  3. If new patient, click New Patient to create quickly
  4. Select:
    • Doctor (or "Any Available")
    • Reason for visit
    • Priority level (Normal/Urgent/Emergency)
  5. Click Add to Queue

Patient Receives:

  • Queue number
  • Estimated wait time
  • Ticket (optional print)

From Appointments

Patients with appointments:

Auto Check-in:

  • When appointment time arrives
  • Patient automatically added to queue
  • Status set to "Waiting"

Manual Check-in:

  1. Go to Appointments
  2. Find patient's appointment
  3. Click Check In
  4. Patient added to queue

Reception Check-in:

  1. Patient arrives at reception
  2. Staff searches appointment
  3. Clicks Check In
  4. Patient added to queue

QR Code Check-in

Setup:

  1. Enable QR code check-in in Settings → Queue
  2. Generate QR codes for appointments
  3. Send QR codes via email/SMS

Patient Process:

  1. Patient receives QR code with appointment confirmation
  2. Patient arrives at clinic
  3. Scan QR code at kiosk or reception
  4. Automatically checked in
  5. Added to queue

Benefits:

  • Contactless check-in
  • Faster process
  • Reduced reception workload
  • Patient empowerment

Queue Status Flow

Status Progression

  1. Waiting - Patient checked in, waiting to be seen
  2. Called - Patient called to consultation room
  3. In Progress - Doctor is seeing patient
  4. Completed - Consultation finished
  5. Cancelled - Patient left before being seen

Updating Status

Automatic Updates:

  • Check-in → Status: Waiting
  • Doctor clicks "Start Visit" → Status: In Progress
  • Visit saved → Status: Completed

Manual Updates:

  1. Click on patient in queue
  2. Select new status
  3. Add notes if needed
  4. Click Update

Calling Patients

Standard Call

  1. View queue list
  2. Click Call Next Patient
  3. Patient's name displayed on screens
  4. Audio announcement (if enabled)
  5. Doctor room number shown
  6. SMS notification sent (if enabled)

Priority Call

For urgent or emergency patients:

  1. Click on patient in queue
  2. Click Call Now (bypasses queue order)
  3. Reason logged
  4. Patient called immediately

Re-calling

If patient doesn't respond:

  1. Click Call Again
  2. Status set to "Called Again"
  3. After 3 calls without response:
    • Option to skip
    • Remove from queue
    • Contact patient by phone

Queue Display Screens

Display Screen Features

Large screen TV/monitor shows:

  • Current patient being called
  • Patient name or queue number
  • Doctor/room number
  • Queue statistics
  • Estimated wait times
  • Announcements

Privacy Options:

  • Show full name
  • Show first name only
  • Show queue number only
  • Comply with privacy regulations

Setting Up Display Screens

  1. Go to Settings → Queue → Display
  2. Generate display URL
  3. Open URL on TV browser or dedicated device
  4. Auto-refresh enabled
  5. Full-screen mode
  6. No login required

Display URL Example:

https://your-clinic.com/queue/display?token=YOUR_TOKEN

Display Customization:

  • Clinic logo
  • Background color
  • Text size
  • Auto-scroll queue
  • Show/hide sections

Priority Management

Priority Levels

  • Emergency - Immediate attention required
  • Urgent - Should be seen soon
  • Normal - Standard priority
  • Low - Can wait if needed

Setting Priority

When adding to queue:

  1. Select priority level
  2. Add reason for priority
  3. Priority patients highlighted in queue

Visual Indicators:

  • 🔴 Emergency - Red
  • 🟠 Urgent - Orange
  • 🟢 Normal - Green
  • 🔵 Low - Blue

Queue Behavior:

  • Emergency patients called first
  • Urgent patients called before normal
  • Within same priority: first-come, first-served

Wait Time Management

Estimated Wait Time

System calculates based on:

  • Current queue position
  • Average consultation time
  • Doctor availability
  • Time of day patterns
  • Complexity of cases

Display:

  • Shown to patient at check-in
  • Updated in real-time
  • SMS updates if wait exceeds estimate

Managing Wait Times

Tips to Reduce Wait:

  1. Optimize Scheduling - Avoid overbooking
  2. Buffer Time - Include breaks in schedule
  3. Multiple Doctors - Distribute patients evenly
  4. Triage - Quick assessments for simple cases
  5. Communication - Keep patients informed

If Wait Time Exceeds Threshold:

  • Notify waiting patients
  • Offer to reschedule
  • Provide updates every 15 minutes

Room Assignment

Assigning Rooms

When calling patient:

  1. Select available room
  2. Patient directed to room
  3. Room status updated to "Occupied"
  4. Doctor sees assigned room

Room Status:

  • 🟢 Available - Ready for next patient
  • 🟡 Occupied - Patient currently in room
  • 🔴 In Use - Consultation in progress
  • ⚪ Maintenance - Not available

Room Management Integration

Links with Rooms Management:

  • View room availability
  • Track room utilization
  • Schedule room cleaning
  • Equipment tracking

Queue Notifications

Patient Notifications

SMS Notifications:

  • Queue number and position
  • Estimated wait time
  • "You're next" alert
  • Now being called
  • Wait time updates

Email Notifications:

  • Check-in confirmation
  • Queue status
  • Doctor assigned

In-App Notifications:

  • For patients using portal
  • Real-time updates
  • Push notifications

Staff Notifications

Doctor Notifications:

  • Next patient ready
  • Patient checked in
  • Patient waiting > X minutes
  • Emergency patient in queue

Reception Notifications:

  • Patient hasn't checked in
  • Queue getting long
  • Room available

Queue History

View past queue data:

Access: Navigate to Queue → History

View:

  • Date range selection
  • Patient name
  • Check-in time
  • Wait time
  • Status
  • Doctor seen
  • Completion time

Export:

  • Export to Excel/CSV
  • Generate reports
  • Analyze patterns

Queue Reports

Available Reports

Navigate to Reports → Queue

Reports:

  • Queue statistics by date
  • Average wait times
  • Peak hours analysis
  • Doctor efficiency
  • Room utilization
  • Check-in methods
  • No-show after check-in

Metrics:

  • Total patients queued
  • Average wait time
  • Longest wait time
  • Patients per hour
  • Completion rate
  • Early departures

Charts:

  • Queue length over time
  • Wait time trends
  • Hour-by-hour volume
  • Day-of-week patterns

No-Show After Check-in

When patient leaves before being seen:

  1. Click on patient in queue
  2. Select Left Without Being Seen
  3. Add reason:
    • Wait too long
    • Emergency elsewhere
    • Changed mind
    • Felt better
    • Other
  4. Click Confirm
  5. Recorded in patient history
  6. Follow-up call scheduled

Queue Settings

Admin only

Configure in Settings → Queue

General Settings

  • Enable/disable queue system
  • Auto-check-in from appointments
  • Grace period before auto-check-in
  • Auto-remove after X calls

Display Settings

  • Patient name display format
  • Show estimated wait times
  • Show queue position
  • Color scheme
  • Logo and branding

Notification Settings

  • Enable SMS notifications
  • Enable email notifications
  • Notification templates
  • Notification timing

QR Code Settings

  • Enable QR code check-in
  • QR code expiration time
  • QR code format

Priority Settings

  • Define priority levels
  • Auto-priority for emergencies
  • Priority override permission

Integration with Other Features

Appointments

  • Auto check-in from appointments
  • Update appointment status
  • Track punctuality

Clinical Visits

  • Start visit from queue
  • Patient info pre-loaded
  • Visit linked to queue entry

Billing

  • Generate invoice after visit
  • Track unbilled queue entries
  • Payment at check-in option

Reports

  • Queue data in reports
  • Patient flow analysis
  • Efficiency metrics

Mobile Access

Queue management on mobile:

Mobile Features:

  • View current queue
  • Add patients
  • Call next patient
  • Update status
  • View wait times
  • Receive notifications

Mobile App (Optional):

  • For patients to view queue
  • Virtual queue number
  • Wait time updates
  • Navigation to clinic

Tips for Efficient Queue Management

  1. Early Check-in - Check in patients as soon as they arrive
  2. Real-time Updates - Keep status current
  3. Communication - Inform patients of delays
  4. Triage - Assess urgency at check-in
  5. Even Distribution - Balance load across doctors
  6. Monitor Wait Times - Act if exceeding thresholds
  7. Call Promptly - Don't make patients wait after calling
  8. Room Turnover - Quick cleanup between patients
  9. Flexibility - Adjust to actual flow
  10. Feedback - Ask patients about queue experience

Troubleshooting

Queue Display Not Updating

Solutions:

  • Refresh display screen
  • Check display URL token
  • Verify internet connection
  • Check browser compatibility

Patient Not Receiving Notifications

Solutions:

  • Verify patient phone/email
  • Check notification settings
  • Test SMS/email system
  • Check spam folder

QR Code Not Working

Solutions:

  • Verify QR code hasn't expired
  • Check QR code format
  • Ensure camera permissions
  • Try manual check-in

Long Wait Times

Solutions:

  • Review scheduling
  • Add more doctors/rooms
  • Reduce appointment duration
  • Implement triage system

Best Practices

  1. Consistent Process - Train all staff on queue procedures
  2. Clear Signage - Direct patients to check-in
  3. Patient Communication - Set expectations on wait time
  4. Regular Monitoring - Check queue throughout day
  5. Optimize Flow - Analyze patterns and adjust
  6. Privacy - Balance visibility with privacy
  7. Accessibility - Accommodate patients with disabilities
  8. Technology - Use QR codes and displays effectively
  9. Backup Plan - Have manual process if system down
  10. Continuous Improvement - Regular reviews and adjustments

Advanced Features

Virtual Queue

Allow patients to:

  • Check in remotely
  • Wait at home/car
  • Receive "Come now" notification
  • Reduce waiting room crowding

Queue Analytics

  • Predict busy times
  • Optimize staffing
  • Identify bottlenecks
  • Improve scheduling

Multi-location Queue

For clinics with multiple locations:

  • Centralized queue management
  • Transfer patients between locations
  • Unified reporting

Related Documentation