Florida Department of Health in Collier County Enhances Clinic Efficiency with PatientWorks Queue Management System
The Florida Department of Health in Collier County, located in Naples, Florida, provides an extensive array of services to both residents and visitors. These services encompass refugee health assessments, comprehensive health evaluations, immunizations, vision and hearing exams, child vaccinations, and dental care. To optimize patient flow and enhance service efficiency, the department has implemented a new queue management system from PatientWorks Corporation.
Project Goals and Implementation
The primary objectives of this project were to:
- Streamline Patient Check-In: Introduce a kiosk where patients can sign in for their appointments and receive a numbered ticket indicating their place in the service queue.
- Efficient Queue Management: Install displays in the five waiting areas to show the next ticket number to be served.
- Multilingual Support: Present queue information in multiple languages, including English, Spanish, and Creole, to cater to the diverse patient population.
- Audio Announcements: Provide audio messages to guide patients who may have difficulty reading the displays.
- Comprehensive Patient Journey: Use printed tickets to guide patients through each step of their visit, ensuring a smooth and organized experience.
The goal was to simplify patient flow, reduce wait times, and save staff time by automating the queue management process. Additionally, the displays would provide patients with information about upcoming events and advertisements, enhancing their overall experience.
System Installation and Benefits
The Florida Department of Health selected PatientWorks Corporation for the implementation of the new queue management system. The clinic installed a Meridian Kiosk with a ticket printer in the main registration area. Displays were strategically positioned in various waiting rooms to alert patients when it was their turn for service. These displays also featured speakers for audio alerts and included advertisements and event notices. The PatientWorks Queue Management solution went live in June 2024. Since its implementation, patients have experienced a more efficient and organized journey through the clinic. They check in at the kiosk, receive a numbered ticket and are informed about each step of their visit through the display boards and audio announcements. Upon completion of their service, they are automatically removed from the queue.
Larry Haworth, CEO of PatientWorks, stated, “My team enjoyed working with the individuals at the Florida Department of Health on this project. With announcements in English, Spanish, and Creole, patients can see the display board information and hear verbal announcements in their native languages, removing any communication issues. Visibility of which patients are waiting and the ability to easily and quickly inform them of the next steps in their visits has greatly improved patient flow.”