How HCG Hospitals Transformed Patient Flow with Qwaiting

HCG (Healthcare Global Enterprises Ltd.) was founded in 1989 with the aim of treating cancer and providing people with a happy and healthy life. With over 27 branches in the country, the hospital is also extending its roots in Africa. HCG’s dedication to excellence has been recognized by the National Accreditation Board for Hospitals & Healthcare Providers (NABH).

The hospital treats over 600 patients daily. Known for using advanced CyberKnife and TomoTherapy technology, HCG also focuses on improving patients' quality of life during and after treatment.

The challenges faced by HCG Hospitals

HCG's growing number of patients, though a sign of their good reputation, put a strain on their system. This resulted in longer wait times and problems with managing patient flow.

The major challenges faced were:

1. Long wait times

Long patient wait times caused overcrowding at service counters and in waiting rooms. Staff members had to manage these queues physically, which created stress and wasted their time.

2. Poor patient experience

Patients were not aware of their expected wait times, and sometimes, those who came last received their services first. This created conflicts among other patients.

3. Missing real-time updates

Lack of a solid system to track the patient journey or track department load overwhelmed the staff because they had no idea how long patients were waiting or which departments were overloaded or underperforming.

4. Overworked staff

Lack of proper software to manage queues and missing real-time updates multiplied the staff load. The front desk team had to handle the long lines and answer the queries, which lowered their work efficiency and confused them.

Hence, undoubtedly, HCG was delivering exceptional life-saving medical care to the patients, but managing the patient flow was becoming a difficult task for them.

How Qwaiting helped HCG hospitals streamline patient flow

The hospital group needed a solution for all 27 of its hospitals. This solution had to handle the large number of patients each day and be easy and fast to use. Qwaiting’s smart queue system was the perfect fit.

Here’s how Qwaiting helped:

1. Digital token systems

To guarantee quick and fair treatment for everybody, we set up self-service kiosks at the receptions.

• Using a kiosk, patients may quickly check in, confirm their appointments, and pay.
• The system then generated a digital token displaying patients' expected wait times and their position in a queue. This avoided confusion among patients and reduced counter areas rush.

2. Multi-branch support

• Using a centralized dashboard, administrators can track multiple branches' performance across the country.
• Using this information, staff could easily refer patients to their nearby branches so they can access services near their homes to ensure maximum staff efficiency and maximum patient comfort.
• This helped hospital staff distribute their workload. Qwaiting managed queues in every area, OPD, labs, billing, and pharmacy, making the whole patient journey smooth and connected.

3. Notifications to keep patients informed

• The software automatically sends patients real-time updates and alerts to their phones by collecting their names and phone numbers.
  
  
• The message displays their estimated wait times. Using this, patients can wait around conveniently until their turn arrives.
• This removes the need for staff members to manage the queues physically or call out names. Staff members can focus on providing exceptional services to more patients in less time.

4. Data analytics and reports

• After using a centralized dashboard, the executives were able to download the progress reports based on patient experiences.
• The systems could predict the estimated patient attendance, upcoming bookings, and track staff/departments' performance.
• This helped the admin staff to optimize their staffing levels and open more service counters if required to make sure nobody feels neglected or left out.

Using this data, hospital staff were able to make more informed and driven decisions

Results After Implementing Qwaiting

After implementing Qwaiting’s smart solutions, the results were nothing less than a miracle. The changes were felt. Staff members were working efficiently, and patients received timely care and consultation

1. Reduced wait times

Earlier, wait lines were so long that patients had to wait for at least an hour before consultation. With the implementation of smart queue systems, waiting times dropped to 20 minutes. This helped the hospital remove unnecessary waits and improve customer satisfaction.

2. Less Crowd, More Comfort

Using real-time notification features, patients got a notification over their smartphones when their turns approached. Waiting areas were no longer overcrowded. It created a calmer, more professional atmosphere, reflecting HCG's commitment to care.

3. Improved Operational Efficiency

When staff members don't have to manage long queues manually, this improves their work efficiency. Now they could serve more patients in less time. With smoother schedules and fewer patient complaints, their productivity went up.

4. Smart Decision-Making

Hospital managers now have clear information to improve staff schedules, identify busy times, and enhance service speed.

Qwaiting works well in all HCG locations, whether in big cities or small towns. The system is flexible, so every hospital, no matter its size, benefits equally.

The implementation of advanced tools not only benefited staff members but also improved brand image and maintained patient trust.

Conclusion

HCG Hospitals made a big change, and it worked. Qwaiting streamlines operations, reducing wait times from an hour to 20 minutes, improving patient satisfaction, and enabling staff to focus on their tasks.

Patients get updates on their phones, check in easily, and wait without confusion. Staff don’t have to call out names or manage crowds anymore. Everything is smoother and faster in all 27 hospital branches.

This isn’t just about fixing lines. It’s about giving people a better hospital experience. HCG now saves time, reduces stress, and keeps patients happy. You can do it too. It’s time to make waiting smarter.

Book a 14-day free demo with Qwaiting and see the difference for yourself.