Reducing patient wait time from 2 hours to 10 minutes
Problem Statement
Patients could only book appointments by calling the clinic, and the staff noted them down in a register — leading to scribbles and wrong numbers. Walk-in patients queued outside for hours with no visibility on their turn. Waiting time stretched up to 2 hours on busy days, anxious patients had no clarity, and the staff struggled to fill cancelled slots.
Our Solution
Mapped the appointment process in detail from both the clinic and patient perspective. Screened and shortlisted third-party token-based appointment applications, identified the right fit for this clinic, and migrated the system end-to-end with full staff training on the new processes and the importance of tokenisation. Introduced an IVR for incoming calls to channel new and follow-up consultation requests as well as procedure enquiries.
Outcome
Patients can now book appointments online from anywhere, walk-ins receive a token, and both groups are merged into a single queue. Each patient is notified 10 minutes before their turn. Waiting time at the clinic dropped from 2 hours to 10 minutes, crowd management improved significantly, the staff is far less stressed, and every patient is seen strictly as per their token.