ABSTRACT

Managing patient queues in hospitals is a persistent challenge that affects both the quality of patient care and the efficiency of hospital operations. Patients often experience prolonged waiting times, while staff face difficulty in resource allocation and managing unexpected surges in patient flow. Existing queue management systems frequently lack transparency, leaving patients uncertain about their position in line and estimated wait times, which can lead to frustration and dissatisfaction. Furthermore, without automated systems, hospital administrators struggle to gather meaningful data to assess and improve service quality, ultimately impacting the healthcare experience. To address these issues, this study presents the design and implementation of Automated Queue Management System (AQMS) tailored to the needs of hospitals. The AQMS is intended to streamline the patient queuing process, reduce wait times, and enhance overall patient satisfaction by leveraging modern web-based technologies. This system was developed using the MERN stack (MongoDB, Express.js, React, and Node.js), chosen for its scalability and efficiency in handling high volumes of real-time data. MongoDB, as a NoSQL database, enables flexible data management, while Express.js and Node.js support the backend processes that update queue information instantly. The front end, developed with React, offers an intuitive and responsive interface, allowing patients to easily view their queue position and estimated wait time, and enabling staff to manage queue data seamlessly. An Agile development methodology was adopted to facilitate iterative improvements based on ongoing feedback from stakeholders, which allowed for continuous enhancements in the system’s design and functionality. Key features of the AQMS include a user-friendly check-in process, real-time queue updates for patients, and a reporting module that provides insights for hospital management to make informed, data-driven decisions. The system was tested extensively, showing notable improvements in hospital queuing efficiency and patient experience. Specifically, the AQMS contributed to a 40% reduction in average patient wait times, a 25% increase in staff productivity related to patient flow management, and a 35% improvement in patient satisfaction based on initial feedback.