Case Study
Digital Health
Patient-Centric CarePatient Flow Digitization Goals
Smart-Q was built with the following objectives:
Digitize queue management
To reduce manual intervention
Enhance patient experience
By minimizing waiting time
Provide real-time visibility
Of queues for hospital administrators
Enable transparency
Ensuring clarity at every step of patient care
The Challenge
Overcrowded OPDs | Manual Queue Handling
Hospitals often struggle with long patient queues, manual registration bottlenecks, and lack of real-time visibility
into service delivery. At MCL hospitals, challenges included:
Overcrowding
At OPDs due to manual
queue handling
Patient dissatisfaction
Caused by long waiting
times
Inefficient coordination
Between departments
(registration, consultation, diagnostics)
There was a strong need for a smart hospital queue management solution to streamline patient journeys and reduce delays.
Strategic Solution Framework
We developed a comprehensive approach that addressed both immediate concerns and long-term scalability needs.
User Research & Analytics
Conducted extensive user interviews and analyzed behavioral data to understand pain points
Strategic UX Redesign
Redesigned key user journeys with focus on conversion optimization and user experience
Agile Development
Implemented iterative development process with regular testing and optimization
Smart Hospital Queue Management
Smart-Q is a comprehensive hospital queue management system that digitizes the patient flow process across all hospital service points.
Patients receive a token number at
registration counters or kiosks
Digital Token Generation
Patients receive a token number at registration counters or kiosks
Display screens and mobile notifications
keep patients informed
Real-Time Queue Status
Display screens and mobile notifications keep patients informed
Centralized Monitoring
Administrators track OPD status, queue
lengths, and service efficiency
Smart Allocation
Patients are routed to doctors, labs,
or diagnostics based on availability
Data Analytics & Reporting
Hospital management can view patient
load trends and optimize resources
Implementation Approach | Hospital Process Modernization
The deployment of Smart-Q followed a systematic approach:
- Requirement Analysis – Mapping patient flow and hospital operations at MCL hospitals
- System Design – Designing user-friendly interfaces for patients, doctors, and administrators
- Development & Integration – Building modules and integrating with hospital registration systems
- Pilot Deployment – Initial rollout in selected OPDs to validate performance
- Training & Go-Live – Training hospital staff and rolling out across all service counters
- Monitoring & Support – Continuous support with performance tracking and optimization
