Hakim Faiz
Enticed by the abundance of vowels and motivated by a spirited delight in facilitating personalised and human visitor experiences, Hakim is a digital content strategist at Wavetec. She specialises in the articulation of queue management and self-service solutions, edifying them to wider networks of businesses.
In this blog:
- What hurdles do healthcare providers face in patient management?
- How queue management solutions can help in patient management?
Issues Faced by Healthcare Institutions
Healthcare providers have their own set of problems and hurdles that need to be overcome. These include the following:
Limited resources
With scarce financial and human resources, healthcare providers must allocate according to the areas of most need. These tend to be waiting rooms, emergency rooms, testing and vaccination centers, etc.
To help optimize the utilization of limited resources, it is essential for healthcare providers to map out the patient journey completely, from pre-arrival to after being served. This aids in clarifying and highlighting areas of improvement.
Stress
Limited resources, impatient patients and visitors and stressed out staff is a recipe for healthcare disaster. When patient queues are too long and staff is unaware of estimated wait times, both parties suffer.
Staff needs peace of mind to manage patients effectively and patients need transparency of information to have an optimal experience.
Lack of data reporting and insights
Without proper data collection, accurate and real-time reporting is not possible. And in turn, neither is effective policy formulation or methodological management.
Healthcare providers and management need optimized work flows and service areas to be able to dispense their services efficiently. And they need evidence that these practices are working, such that changes can be made accordingly.
Additionally, healthcare providers do not invest enough time in digitizing their operations. This is to their detriment as patients extensively search the web before making appointments. They are 3x more likely to run searches on your services than those who do not book appointments. And with the pandemic not going anywhere, appointment booking is the way to go!
Why do healthcare institutions need queue management solutions?
Being a patient or visiting one is usually a stressful and anxiety-ridden affair. One’s own health and that of one’s loved ones is a very important matter, not to be taken lightly. To put these concerns to bed and to assure patients that the healthcare management has their best interests at heart, it is key for hospitals, clinics, laboratories, emergency rooms, pharmacies, etc. to create a comfortable and organized environment.
The patient must feel that their safety and health is prioritized, their business valued and their interests protected. Healthcare management needs technological solutions that manage crowds, guide patients and caretakers and protect staff - holistic software and hardware products.
With limited resources, healthcare providers must consider their investments carefully. And queue management systems are an ideal example of the right kind of sustainable investment.
Patient management systems promise:
- Shorter and more comfortable waits
- Virtual and remote queuing social distancing benefits
- Reduced operational costs and optimized staff allocations
- Increased sales and profit margins, and quality of service
- Improved staff productivity and contentment with job
- Higher patient satisfaction levels
- Industry-leading KPIs
How has Covid19 impacted the healthcare landscape?
With the onset of the pandemic, it became clear that healthcare centers and providers needed to take necessary action to protect staff and patients with SOPs, technology and digital queuing solutions. Social distancing and the maintenance of occupancy limits became paramount.
Hospitals and clinics with outdated policies, machinery and solutions received a wake up call to digitize and upgrade so as to keep serving patients effectively. Covid19 catalyzed change in management practices that were a long time in the coming. It simply delivered the decisive push!
Solutions for Effective Hospital and Clinic Management
Online appointment booking and management
Facilitate patients and visitors in booking appointments prior to arrival. This way, they can select the time and day of their liking, and staff can be aware of their arrival in advance, allowing them to make the required preparations to best serve them.
Bookings can be made via the hospital’s website, WhatsApp Queuing, text message, an application or a self service kiosk (offline). This solution works well by reducing footfall, reducing queue size and wait times, and by giving patients autonomy in choosing when, where and how they wish to be served.
Effective for: Hospitals, clinics, pharmacies, laboratories, vaccination centers, testing centers
People Counting for Patient Management
When patients or visitors enter the premises, their presence will be recorded, counted and logged by this visitor counting solution. This is a simple and swift way to maintain occupancy limits and adhere to social distancing guidelines.
This solution also allows management to gauge the number of visitors to be expected, thereby allowing them to prepare to serve them in advance. And when integrated with digital signage (mentioned below) it can be used to alert people to refrain from entering when the limit is close to being reached.
Effective for: Hospitals, clinics, pharmacies, laboratories, vaccination centers, testing centers, emergency rooms
Digital Signage for Better Hospital Guidance
Given that hospitals are stressful environments, digital signage will be of great help in ensuring that patients and visitors are guided to where they need to be, kept informed of SOPs and offers and engaged with interactive and interesting displays while waiting their turn.
These displays are high quality, user friendly, integrated and the content can be customized and scheduled at will. They are highly effective at reducing perceived wait times, and maintaining transparency of information.
Effective for: Hospitals, clinics, pharmacies, laboratories, vaccination centers, testing centers, emergency rooms
WhatsApp Queuing to Ensure Social Distancing
Patients arrive on-premises and scan a QR code. A WhatsApp chat with the hospital management is opened and the patient or visitor begins by communicating the service they desire to avail of. They are issued an electronic ticket and regularly updated about queuing statistics, such as estimated waiting time.
They wait on-premises or off-premises, perhaps even running an errand while they virtually queue. WhatsApp Queuing is a state-of-the-art software solution that allows for organized and smooth queue management. It is environmentally friendly, easy to use for both digital and non-digital patients and helps reduce physical interaction and occupancy numbers.
Effective for: Hospitals, clinics, pharmacies, laboratories, vaccination centers, testing centers, emergency rooms
Patient Feedback
After having been served, patients should be given the opportunity to register the feedback and insights of their experience. This can be submitted on their own digital device, via a self service kiosk, tablet, SMS or text.
Patient’s feedback has a dual purpose and benefit. It makes patients feel heard and valued, while affording staff and management with the opportunity to improve by highlighting areas that need improvement and areas that are working optimally.
Effective for: Hospitals, clinics, pharmacies, laboratories, vaccination centers, testing centers, emergency rooms
Dashboards and Reporting
With all the data collected from footfall statistics, feedback input, service details, Spectra Dashboards display real-time information effectively. They also generate reports so that management can see the timely impacts of their policies, allowing them to take action.
This is the ideal holistic reporting solution, designed to be customizable and scalable.
Effective for: Hospitals, clinics, pharmacies, laboratories, vaccination centers, testing centers, emergency rooms.
Patient Management is the key to the success of healthcare.
The Wavetec Guarantee
Wavetec innovates, builds and delivers personalized and technologically sound software and hardware solutions. They can be integrated with other systems seamlessly, guiding patients and visitors through a frictionless journey flow.
- Improved brand recognition and loyalty
- Ensure social distancing and occupancy limits
- Increase patient satisfaction by 30%
- Reduce patient wait time by 50% and manage queue lengths
- Integrations available with messaging apps, appointment scheduling, feedback systems
- Customizable and centrally controlled
- Real-time analysis and reporting via Spectra dashboards
Adopting an attitude and policy of patient-first service is key for effective patient management.
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