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Patient flow management system reduces delays

RMCH

Our Children's Hospital has reduced outpatient clinic delays by implementing a patient flow management system.

We have fully automated the check-in process, using self check-in kiosks and calling screens when patients arrive for their appointments.

Phil Taylor, the Deputy Directorate Manager for Medicine, told EHI that the wait to check-in for an outpatient appointment was the number one complaint the hospital used to receive.

"We had one central reception desk with a huge queue. We see 400 patients a day and we were quite concerned about that and received complaints on a daily basis," he said.

"When a patient arrived, there would be an average waiting time of 20 minutes in the queue, so they would always be late for clinic. Then they would have to join the queue again afterwards to get their follow-up appointment letter.

"Because the clinicians knew people would be late, they would show up late themselves. Notes were missing because the reception didn't have time to find them on time. It wasn't good."

By implementing the system, we have significantly reduced clinic waiting times and queues are almost non-existent.

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