Queue Management Solutions

This patient flow queue management solution is used across public hospital outpatient/ambulatory care services and scales smoothly from a single clinic to multi-site health networks. It’s equally suited to large, high-volume clinics (such as medical imaging, pathology, and allied health) and medium or smaller specialty clinics in public or private settings. Community health centres and day procedure units benefit from streamlined check-in, clear calling displays, and real-time wait updates, enabling efficient patient flow management across the facility.

The system supports both scheduled and unscheduled attendance, making it an effective queue management system for clinics of all sizes. Walk-in workflows allow patients to enter details, receive a ticket (printed and/or SMS), and be added to the queue. Blended workflows for pre-booked appointments and unscheduled walk-ins are supported on kiosks, the Patient Hub, and the Staff Hub. For example, Melbourne Sexual Health Centre supports both walk-in and pre-booked appointments, ensuring smooth patient flow management throughout the clinic. This facilitates a streamlined clinic workflow and efficient patient tracking.

We connect to your PAS/eMR using standards such as HL7 and FHIR (via OpenAPI where available). Appointments and updates flow in real time to staff dashboards, appointment and clinic lists, and patient views. Staff with appropriate permissions can update statuses such as check-in, departed, or no-show/DNA, with instant write-back to the source system to keep the systems in sync. Screens refresh automatically so teams always see the latest state. Real-time reporting shows upcoming appointments, wait times, patient-initiated tasks, and throughput, supporting seamless patient flow systems across the organisation.

 The solution can validate Medicare eligibility during check-in, reducing downstream administrative errors. This can be achieved by ensuring Medicare information is recorded and current in the PAS/eMR or via integration with Services Australia, helping maintain efficient patient flow management at check-in and supporting accurate patient verification.

We use standards-based, bi-directional integration: HL7 (e.g., SIU S12–S15, S26) and FHIR APIs, exposed via OpenAPI services. We can connect directly or via your existing integration engine (e.g., Rhapsody, Mirth). Typical flows cover appointments, patient demographics, and status updates, with write-back on check-in and check-out. Integrations are proven with enterprise systems such as iPM and Oracle Cerner. We also integrate with custom-built systems, practice management solutions such as Best Practice, and specialist solutions such as radiology, oncology, and cardiology solutions. The result is fast, reliable interoperability without locking you into a specific vendor stack, providing robust queue management systems and patient flow queue management capabilities for hospitals and clinics. This ensures smooth clinic operations and efficient patient throughput.

Patient flow and queue management refer to the strategies and systems used to streamline the movement of patients through healthcare facilities. This includes managing appointments, check-ins, and the overall patient experience to reduce wait times and improve service efficiency.

These solutions enhance patient experience by providing timely appointment bookings, real-time notifications, and personalised assistance, ensuring patients spend less time waiting and more time receiving care.

Our queue management solutions streamline the patient journey by integrating appointment scheduling, self-service check-in tools, real-time tracking and digital calling displays. Patients can easily book appointments in advance, reducing physical queues upon arrival. Our modern kiosks and mobile check-ins enhance convenience, allowing patients to register and receive timely updates about their wait times via SMS email notifications or calling displays.

Real-time tracking via our patient queue management system provides staff with immediate visibility into patient statuses, enabling quick responses to any bottlenecks. This system also supports flexible workflows, allowing administrators to adapt processes as needed without external tech support. By digitising forms and automating communication, we reduce administrative burdens while enhancing the overall patient experience.

Yes, our systems prioritise security, employing robust measures to protect patient information and ensure compliance with relevant privacy regulations, safeguarding both patient data and healthcare operations.

Implementing ambulatory flow and queue management systems offers several significant benefits. Firstly, they reduce waiting times, enhancing patient satisfaction by ensuring timely access to care. Additionally, these systems improve staff management and optimise resource allocation, allowing healthcare providers to work more efficiently. Enhanced operational visibility also enables better monitoring of patient journeys, resulting in a more effective and streamlined healthcare delivery system.