How Apollo Hospitals Streamlined Patient Flow Across 77 Branches With Qwaiting

Apollo Hospital is one of the leading and most trusted healthcare brands in India. With over 77+ branches across the country, Apollo has been serving patients since 1983. Every passing day, Apollo branches handle around 200-300 patients daily. This shows the trust people have in its advanced facilities, care, comfort, and timely attention.

The challenges Apollo Hospitals faced

Despite having so many advanced technologies, in 2024, Apollo faced a problem in managing patient flow effectively. If not addressed at time, it would have led to some serious concerns. Major problems faced by the staff members were:

1. Managing long wait lines

Patients had to wait in long lines for at least an hour before consulting a doctor. Staff members had to manage these queues physically, which lowered their work efficiency and wasted their time.

2. Lack of synchronization among departments

Without a proper central dashboard, there was no sync between the departments. It was becoming difficult for the administrators to track the patient journey and department load.

3. Missing real time analytics

It was becoming difficult for the staff members to track how many patients were waiting, how many had been served, and how many appointments had been cancelled. Manual tracking systems for patient flow were slow and often led to mistakes.

4. Disconnected Systems

Apollo hospitals use their own hospital information system, MedMantra, for hospital management. But the system was not integrated with an effective queue management system. So, to record information, staff members had to manage two different softwares to add the same information.

This mismanagement and improper patient flow management frustrated individuals and confused staff members. Apollo needed a trusted partner, not just a quick fix, who could understand their situation and suggest advanced solutions.

How Qwaiting provided a solution

Apollo hospitals chose Qwaiting, a smart and advanced queue management system, which not only helped them streamline their patient flow, but also, we helped team Apollo to automate their routine tasks and made their multiple branch handling easy.

Here's how we helped

1. Centralized staff dashboard

We provided the hospital with an advanced centralized dashboard. The staff members can now check real-time updates, track patient journey, and track different branches all at once.

The reports can also predict upcoming appointments in advance based on past bookings through its AI powered technology. This helped the admin staff to optimize their staffing levels accordingly to reduce patient wait times and ensure maximum staff efficiency.

2. Smooth integration with existing business softwares

Qwaiting team collaborated with MedMantra, Apollo's existing hospital information system (HIS), already used by the hospital team to manage their records. The main aim was to integrate both systems to make the process faster and more transparent.

This integration lowered staff manual work by 40%, as before this, staff had to manage the two systems separately, which took up much of their time. Now, patient data flows automatically, reducing errors and improving coordination. Staff could finally focus on patient care and feel less stressed.

3. Self-service kiosks to lower staff work

We installed kiosk screens at the hospital's service counters. Using these touch screen machines, patients can select from the option of doctors they want to consult. After selecting, they can confirm their booking and even pay their consultation fees via kiosk.

This method gave patients more power over their appointments. They can select their preferred doctors and suitable times without needing any staff member's help. After booking, patients receive a token number on their phone numbers displaying their wait times and their position in queues.

4. Real time notifications

At the time of booking, the software or a kiosk ask for basic patient information, like their name and phone numbers. The system then automatically sends alerts to patients reminding their wait times, and spot in queues.

This reduced staff work to call out patients’ names one by one. They can now focus on serving more patients in less time.

Apart from this, Qwaiting’s smart routing feature automatically redirects patients to less crowded departments, balancing workload, and helped reducing patients wait times by up to 30 minutes.

Results

Qwaiting simplified the process of patient management and helped Ram clinic to provide quality service. It also gives satisfaction to customers as they have received a pleasant experience of selecting service without any hassle.

The impact was visible within weeks of implementation. Apollo Hospitals went from managing long queues to having one of the most efficient patient flow systems in India.

Major impacts were:

Improved Patient Satisfaction: Happier, calmer patients who know exactly when their turn is coming. The patients' wait times dropped by 30 minutes improving the brand image.

More Efficient Staff: Front-desk employees now focus on care, not crowd control.

Better Management Visibility: Hospital directors can now track patient volume and performance in real time, branch by branch.

Zero Chaos, 100% Clarity: Every hospital now runs on a predictable, smooth flow, no errors, no missed turns.

Apollo is now setting an example for what modern healthcare operations should look like in India.

Conclusion

Apollo Hospitals didn’t just fix a problem, they set a new standard for patient care. With Qwaiting, they turned chaos into calm across their busy branches. Patients no longer have to wait. Staff no longer juggle between disconnected systems. Workflow gets smooth, clear, and quick.

The hospital can see real time updates and track patient journey and staff performance using a centralized dashboard. From smart kiosks to real-time updates, Apollo has made visiting a hospital feel less like a task and more like a guided journey. Today, they aren’t just treating patients, they’re leading a movement in healthcare excellence.

This success story proves that the right technology, when used with the right mindset, creates real impact. Apollo didn’t adapt. They evolved, with Qwaiting.

Now is your time to transform your patient journey for a smoother and better experience. Start your 14-day free trial now and see the difference.