1 Queue (1Q) is an integrated queue system that generates one slip with one queue number, with all service points listing the patient's itinerary for their appointments, and one consolidated payment station at the end. The solution streamlines processes and creates a hassle-free experience for patients.
About 1 Queue (1Q)
1 Queue (1Q) at a glance
Opportunities
Patients typically experienced up to four queues and three payments in one visit. Services were clustered by departments, hence patients had to travel to different levels for different services. This resulted in inconvenience for wheelchair users and the elderly.
Solutions
With 1Q, slips with a single queue number are generated when patients scan their appointment or identity cards at specific self-registration kiosks. Patients will be able to use the same queue number for the entire day’s visit and only make one payment at the end. Services are also decentralised, such that patients can undergo processes such as an ECG, consultations and claims, all within the same level.
Impact
1Q reduces crowds at registration and patients are able to save an average of 15 minutes with the streamlined process. With electronic orders at the pharmacy, workflows are improved with concurrent packing of medication and payment or appointment scheduling. Hospital management is also provided with intelligent tracking of the queue traffic, alerts of bottlenecks, and data analysis for resource optimisation.
Future Outlook
1Q has been implemented in Singapore General Hospital (SGH) campus, including SGH and SingHealth Tower, National Heart Centre Singapore, National Cancer Centre Singapore, Singapore National Eye Centre, National Dental Centre Singapore, KK Women's and Children's Hospital, Sengkang General Hospital and Changi General Hospital. SingHealth Polyclinic (SHPs) and Tampines North will onboard 1Q in 2023, and remaining facilities under SHPs will onboard 1Q by 2025. Upcoming SGH Emergency Medicine Building and Elective Care Centre will also implement 1Q in 2024 and 2027 respectively.
