How Service SG Transformed Patient Flow Across 21 Hospitals with Qwaiting
Service SG is Singapore's leading healthcare provider with 21 hospital locations around the country. The hospital serves 200-300 patients daily selflessly.
With increasing patient volumes, it was becoming difficult for the staff members to manage their patient flow efficiently. Patients had to wait in long lines before consulting a doctor, which was impacting the hospital's reputation.
Let's see how partnering with an advanced queue management system, Qwaiting provided them with a solution that not only saved patients' time but also helped in the hospital's long-term growth.
Overview
Client
Service SG
Industry
Healthcare
Location
Singapore
Type
Hospital
Service SG is a leading public healthcare provider in Singapore, operating across 21 hospital locations. Focused on innovation and patient-centered care, Service SG continuously adopts smart technologies to enhance operations, improve patient flow, and ensure a seamless healthcare experience for the nation.
Challenges faced
- • Overwhelmed staff members
- • Long wait lines and unhappy patients
- • Lack of real-time data insights
- • No integration between hospital software
Solutions Provided
- • Centralized staff dashboard
- • Online appointment booking portal for patients
- • Integration between the transport system and other software
- • Big screens to keep patients engaged
- • Kiosks to let patients book their appointments independently
Results
- • Wait times dropped to under 20 minutes
- • Patient complaints dropped by 60% in 3 months
- • Better staff productivity
- • Scalability across 21 hospital branches
Challenges the Service SG Hospital Faced
The hospital staff was cooperative and used advanced tools to cure their patients. But, despite being ahead in care, the hospital faced some appointment issues, and managing patient flow was becoming a tough task.
Some major challenges faced were:
Staff Overload and Miscommunication
The lack of a centralized dashboard confused staff members. They were not able to distinguish between who came at what time and emergency patients.
Chaotic Waiting Areas
Without proper information and real-time updates, patients had to wait in long lines, which not only frustrated them, but also caused chaos in waiting areas.
Unhappy Patients
Long wait lines can be irritating, especially when you are already not feeling up to. Complaints about waiting too long, unclear check-in procedures, and mismanaged appointments kept increasing for staff to manage.
Transport System Confusion
Many patients used buses or hospital rides. But because their travel and appointment times weren’t planned together, things often got messy.
These challenges directly impacted patient care and staff well-being. To solve these issues and to maintain the hospital's reputation, the hospital partnered with Qwaiting. Let’s see the result after the implementation of the smart solutions provided by Qwaiting.
How Qwaiting Helped
After analyzing the hospital's needs, we provided solutions directly focusing on improving patient experience and managing operations across multiple branches without stressing out staff members.
Online Appointment Booking Software
We curated a personalized appointment booking software for the patients. Using the software, patients can easily book their appointments before their visits.
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Patients can select their preferred dates and time slots with their doctors.
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Ensured that the patients no longer had to wait before their consultation, which kept the service areas organized.
Centralized Staff Dashboard
To solve staff members' problems and help them track patient journey more easily, we provided the executive members with a centralized dashboard.
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Oversee branch performances and track patient flow to distribute the flow between less busy departments.
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Weekly reports generated for staff to track performance and fix bottlenecks for better service delivery.
Seamless Patient Check-ins Using Kiosks & Signage
We installed big digital signage screens and self-service kiosks at the service counters to automate processes:
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Signage screens displayed patient wait times on a big screen, removing queue confusion.
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Kiosk machines let walk-in patients book their consultation, schedule, and pay independently.
This automated staff workflows, allowing them to focus entirely on care instead of basic administrative queries.
Transport Sync Using Patient’s PIN Code
We integrated the booking software with the hospital's transport system to manage patients and their transport efficiently via patient PIN code and appointment times.
After a few weeks of implementation, the hospital's operations were streamlined, and here’s what the Director of Patient Experience had to say:
“Partnering with Qwaiting has transformed our patient care and hospital operations. Since implementing their queue management system, we've seen a dramatic drop in wait times and a 60% reduction in patient complaints. The real-time data insights have empowered our staff to manage patient flow efficiently across all 21 locations.”
— Director of Patient Experience, Service SG
Results After Implementing Qwaiting
The results after implementing Qwaiting's smart solutions were nothing less than a success. Here's what changed:
Dropped wait times
Earlier, patients had to wait for 40+ minutes before consulting a doctor. After implementing a smart booking solution, patients reported 5 minutes before their appointments, and average wait times dropped to under 20 minutes.
Better Patient Experience
Smart screens used to display wait times removed queue confusion and added to better patient satisfaction and doctor visits. The patient complaints dropped by over 60% in the first 3 months.
Data-driven Staff Performance
Using data reports, executive staff were able to identify staff bottlenecks and less-performing departments. This helped them identify gaps, redistribute workloads, and optimize staffing patterns.
Scalability Across 21 Locations
A centralized dashboard lets the admin staff oversee the work of multiple branches across the country. It was easy to integrate, required minimal training, and created a unified experience across the network.
Conclusion
Service SG’s story is proof that when hospitals listen, innovate, and act, patient care improves dramatically. Qwaiting didn’t just give them a queue management tool. It gave them control, clarity, and confidence.
In today’s world, patients expect more than just treatment—they expect efficiency, transparency, and choice. And Qwaiting helped Service SG deliver exactly that.
Ready to Fix Your Hospital’s Queue Chaos?
Overcome wait times, improve patient satisfaction, and reduce staff overload with Qwaiting. Whether you're managing one hospital or a nationwide network, we help you take full control of the patient journey.
Let’s create your own success story. Contact us now
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