How Farrer Park Hospital Transformed Patient Flow with Qwaiting

Farrer Park Hospital is Singapore's modern medical institution built to deliver patient-centric care, and provides a friendly environment for the patients. The hospital has all the advanced machinery and highly skilled staff, which serve 500 patients daily.

Farrer Park, like many modern hospitals, recognized that long queues can harm the patient experience, no matter how skilled the doctors or how advanced the equipment is. To address this issue, they implemented Qwaiting. The results were truly transformative.

The Challenges faced by Farrer Park hospital

Before Qwaiting was implemented, Farrer Park faced a very common problem of managing long patient wait lines. Despite having an efficient medical team, patients often found themselves stuck in long queues, trying to figure out:

• Where to go next
• How long did they have to wait
• Why were some called ahead of them

When patients had to deal with such problems, it may lead to:

1. Overcrowded waiting areas

Without real-time updates, patients had no clue about their wait times or their spot in a queue. This created confusion among patients, forming long lines at the reception or waiting areas.

2. Lost revenue

When patients had to witness overcrowded wait lines before consulting a doctor, they may leave, and the chances of these patients returning to your hospital are low. This automatically means lost patient trust and revenue for the hospital authorities.

3. Overburdened staff members

Without proper software, staff members had to manage the long lines physically by handing out paper tickets or calling out individual names.

Long patient wait times, especially during busy times, caused problems in all departments. Patients had to wait in several lines for registration, tests, doctor visits, and paying bills.

How Qwaiting provided a solution to streamline patient journeys

For such an advanced healthcare centre, ignoring patient comfort was not an option. Farrer Park, to simplify their queues, partnered with Qwaiting, a smart queue management software.

The aim was to reduce patient wait times, automate patient flow, and provide a smoother and better patient experience while easing staff burden.

After deeply analyzing the hospital conditions, we provided advanced queue tools like:

1. Digital queue terminals

To make check-ins easier, we set up self-service kiosks in the waiting areas so patients could quickly enter their details and join the queue.

• The kiosk then generates a token number directing patients to the right counter and displaying their estimated wait times. This helped the hospital remove manual registration delays.
• The display screens at the reception counters and waiting rooms then display the current queue number to keep patients informed.

2. Real-time centralized dashboard

• A live dashboard with real-time updates helps the front desk staff manage and track the patient journey from beginning to end.
• They could easily distribute the patients between the less busy departments to keep the hospital environment calm and organized.
• The admin dashboard helps executives easily track the patient journeys. It also tells how many patients might come to the hospital in the next few days.

Using this information, the admin staff is able to make informed, data-driven decisions while optimizing resources more effectively.

3. Automated notifications

• The software could store patient information like their name, phone numbers, or email address.
• Using this information, the software automatically sends tailored messages to the patients.
• The messages generally display patients' wait times, their appointment confirmations, or post-procedure appointment reminders.

With this, the hospital was able to minimize its no-show rates and keep patients informed.

4. Virtual queuing option

Virtual queuing lets patients wait remotely from anywhere conveniently. Patients can use their smartphones to:

• Book a token online
• Wait from anywhere till their appointment message pops up
• Add a follow-up appointment date to avoid a no-show.

Results

Since implementing Qwaiting, Farrer Park Hospital has seen measurable success in patient flow management.

Here’s what the hospital achieved:

Metric	Before Qwaiting	After Qwaiting
Patient Volume Managed Daily	Around 450–500	500+
Average Wait Time per Patient	30+ minutes	Under 15 minutes
Queue Conflicts & Complaints	Frequent	Rare
Staff Time Wasted on Admin Tasks	High	Reduced by 40%

Real Outcomes:

• Patients now spend less time waiting and more time receiving care.
• Staff feel less pressured, allowing them to focus on what matters—healing.
• Hospital common areas are no longer crowded, improving the environment for everyone.
• Billing and discharge queues are streamlined, reducing the end-of-visit frustration.

Conclusion

Farrer Park Hospital proved that great care isn’t just about doctors or machines, it’s also about smooth patient journeys. By choosing Qwaiting, they turned long, confusing lines into a smart, stress-free flow. Patients now walk in, know exactly where to go, and spend less time waiting. Staff feel more relaxed and focused, while hospital spaces feel calmer and organized. It’s not just better for patients, it’s better for business too.

If your hospital is still struggling with long queues, now is the time to act. Don’t let outdated systems slow you down.

Talk to our team at Qwaiting today and give your patients the fast, friendly service they deserve.