Customerstory queue management system with Mosadex T&T

Service Apotheek Nieuwland in Amersfoort has been using our queue management system, integrated with Mosadex T&T, with great satisfaction. We spoke to pharmacist Khaled Tanwir about his experience with the system.

When Khaled took over the pharmacy, there was no ticketing system in place. As a result, the queue lacked structure. Patients were not always sure when it was their turn and sometimes became frustrated if they felt that someone else had been served before them.

Insight into visitor numbers and patient flow

Patient satisfaction surveys also showed that patients did not appreciate the occasionally chaotic nature of the queue. Khaled wanted to address this and began looking for a ticketing solution. It had to be a digital system, as he also wanted greater insight into busy periods and patient flow.

After comparing several providers, he ultimately chose eValue8’s queue management system.

Integration delivers significant time savings

The queue management system is integrated with Mosadex T&T. According to Khaled, this saves a considerable amount of time: “Patients enter their collection code at the kiosk. As soon as the patient is called to the counter, their patient record opens automatically in Mosadex. The member of staff can immediately see who is approaching the counter, what is ready for collection and where the package is located. It really is incredibly quick! Previously, staff first had to ask for the patient’s name and date of birth. They then had to complete several additional steps to find the location of the prepared medication. All of these steps have now been eliminated.”

Patients and staff quickly adapted

Initially, patients needed some time to get used to the queue management system. Some simply walked past the ticket kiosk. When staff directed them to the kiosk and explained the collection code, patients would sometimes respond: “Oh, have we become just a number?”

According to Khaled, however, this attitude quickly changed. Once patients experienced the benefits of using a collection code, they did not want to go back to the old process. On their next visit, they entered their collection code at the kiosk straight away.

Staff have also fully embraced the queue management system. Khaled explains: “At first, they were understandably a little apprehensive about whether everything would work properly. But now they think it is fantastic. The process is so much faster. All they have to do is collect the package and hand it to the patient.”

A faster and more structured way of working

Thanks to the collection code, approximately three-quarters of prescriptions can now be handed over immediately. Patients collecting their medication for the first time deliberately do not receive a collection code. This allows staff to take the necessary time to discuss the medication and instructions with the patient.

Overall, Khaled is very satisfied with the queue management system and its Mosadex integration. He says the system proved its value within a short period of time. The pharmacy now operates much faster and in a more structured way, benefiting both staff and patients.