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Company Background
The Ministry of Health and Prevention is the ministry of the Government of the United Arab Emirates which is responsible for the implementation of health care policy in all areas of technical, material, along with coordination with the Ministries of State, and cooperation with the private sector in health locally and internationally.
Problems Faced By Ministry Of Health (MOH)
Ministry of health being the leading healthcare organization in the United Arab Emirates faced numerous challenges in managing the workflow for their patients. Following are some of the highlights;
- Organize customer flow and reduce patient anxiety and waiting times
- Previous Patient Flow Management System of MOH was not integrated with their backend system.
- Absence of centralized reporting system for capturing data
- Mismanagement of patient flows due to heavy footfall
- Absence of automatized Process flows for Visa Services
- There was a need to reduce operational cost and improve efficiency
Queue Management System – Wavetec’s Proposed Solution
As many of the patients attending the ministry of health were faced with problems mentioned above, a solution was needed to eliminate patient queues and organize customer flow. In order to improve patient experience and staff efficiency, Ministry of Health invested in patient flow management system from Wavetec.
Wavetec designed and installed its advanced patient Flow Management System’ at Ministry of health integrated with their backend system to efficiently organize staff, resources and patient queues so that its patients receive the right care at the right time in a comfortable environment.
A virtual patient queue is formed by first booking an online appointment from the website then carry printout of the appointment receipt with a Barcode on it while visiting MOH facility where they can then scan the Barcode on the Wavetec’s Ticketing Kiosk which issues a ticket in return for the patient and he/she waits in the waiting area for his/her turn. This take-a ticket solution eliminates crowded service areas and optimizes customer flow by allowing customers to join a queue before they arrive. Enable customers to choose their nearest branch, take a ticket by simply scanning the Barcode on the Ticketing Kiosk, and join the queue when it’s their turn.
Integrated Digital Signage displays show a variety of content; displays in different departments to run different hospital videos and messages along with queue status, allowing patients to keep track of ticket numbers being called forward in their respective queues.
Wavetec streamlined the entire workflow for visa services of MOH by designing and deploying customized Queue management solution, which helped their patients to be automatically intimated for the particular workflow/process they need to follow for visa services.
Installation of multiple Wavetec’s LCD’s at MOH guides patients through the entire process of visa and transfers, towards the next step automatically once the first step of the visa process is completed by the patient with the same ticket number issued to the patient through the ticketing kiosk.
The Ministry of health has three main categories/processes that consist of different subsets of steps to be followed by the patients in order to complete the visa process and Wavetec developed customized workflows for these categories which automatically intimates patients the process for the category they select step by step in order to run the operations smoothly and directing customers in an organized way.
Below are the different visa processes/categories of MOH followed by different steps included in each process/category;
1. APPLYING FOR NEW VISA
For a patient to apply for new visa undergo the below steps;
2. RENEWAL OF THE VISA
For a patient to apply for renewal of the visa undergo the below steps;
3. SPECIAL TEST FOR LADIES ONLY
Pregnant ladies undergo the below steps;
Ministry of health faced major issues where patients were unaware of the process for visa services and which steps needed to be followed for a particular visa process/category. It created chaos at the reception area because patients first used to ask for the steps that were needed to be followed for a particular visa process thus leading towards mismanagement of the workflows and dissatisfied patients.
Wavetec through its queuing solution made processes transparent for the patients as they can enter into a virtual queue and then automatically guided about the visa processes followed by a medical report of the patient that is sent directly to the residency department for visa processing which eliminates the hassle of patients to revisit the facility and collect their medical reports.
MOH now deals with the patients in an organized way because all the workflows concerning visa process have been predefined and automatic through Wavetec’s Queue Management Solution. Also, it helps MOH define it’s per day limit of serving patients on the website where the patient can view the details and book an online appointment accordingly thus reducing dissatisfied customers who priorly visited the facility and were sometimes unable to get an appointment due to long queues and per day limit of MOH to serve patients.
Results
Ministry of health relies on Wavetec’s innovative solution for healthcare industries after witnessing Wavetec’s strong foothold in the market across various different industries along with the competitive advantage of manufactures based in UAE. The project was completed in specified timelines and has seamlessly reorganized the queuing and waiting experience at MOH.
The numbers of customer complaints have drastically reduced after the deployment of the new system, which has been possible with round the clock technical support of Wavetec’s staff based in UAE.
Patients and their attendants now no longer have to go through long un-organized queues with unusual waits along with unorganized processes. The process of visa services at MOH has now been predefined and automatic leading towards efficient management of the facility and satisfied customers.
