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Papa Giovanni XXIII hospitals

Supporting patients in their way to healthcare services

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Objective

To unify and centralize the queue management in the complex hospital structure, unifying the various service reservation areas, while allowing integration with pre-existing systems - To optimize times and accessibility to all window services and to improve perceived service quality

Answer

The implementation of a central software (SolariQ) to set and monitor the system, in addition to a network made of several local control stations and ticket dispensing devices (a few dozen dispensers) and public display devices (a few hundred hall displays, counter displays and surgery displays), allow for a integrated distribution of the queue management and way finding service throughout the facility. With a single ticket, valid for all of the queues the user must deal with to obtain his/her required service, the queue management system reduces waiting times and increases the patient’s confidence and satisfaction for the service.

Benefits
  • Operation simplicity for personnel
  • Information clarity for users
  • Multiple queue management with a single ticket
  • Management of highly complex systems 
Case Study Papa Giovanni XXIII hospitals

The “Papa Giovanni XXIII” hospital, situated in the south-west area of Bergamo and also known as “Ospedali Riuniti di Bergamo” (lit. “United Hospitals of Bergamo”), is the larger hospital structure in Lombardy region.

Seven towers house recovery and surgery facilities, while a central building (the real heart of the facility) hosts diagnosis and therapy services, including 30 operating rooms, intensive care units, laboratories, an emergency room, for a total of 1200 beds and 240 clinics.

 

For structures of such complexity and size a wayfinding integrated system is essential, to let the hospital staff simply and quickly manage every single request, also applying corrections and redirections in the reception procedure and in the access to the right departments and surgeries.

 

While managing a queue of waiting people (usually in a uncomfort state), it is imperative for contact personnel to supply quick and reliable information about each patient’s destination, thus eliminating bottle necks in waiting areas; in the same way, for users, the reliability of information is of primary concern, so as not to be forced to reiterate long and disheartening procedures.

 

The centralized customer flow management system, connected to counter displays (over one hundred), to hall displays (in this case also, over a hundred) and surgery displays (a few hundreds) allows to reduce to a minimum wasted time caused by transfers, the number of iterations, the procedure complexity and users uncertainties.

 

The possibility for users to use a single ticket for more concatenated queues (receptions, clinic visit, blood sample taking, etc.) reduces waiting times and mistakes. As soon as the previous service has been completed, the user is automatically forwarded to the next queue, avoiding inefficiencies and further reducing the waiting time.

Moreover, even if visits are scheduled using another reservation management system (already used by the hospital), their information is automatically acquired by the SolariQ queue management process, ensuring the maximum integration with all the systems installed in the hospital compound.

 

These specific capabilities, in addition to the pervasive presence of information display devices, provide the hospital customers with the certainty that the reception procedure will go on with no slowdowns and that his/her route to the required service will be followed with precision and care.

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