Efficient queue management system with Pharmacom

Several pharmacies in South Holland have adopted a queue management system integrated with Pharmacom. We spoke with Jawad Karimi, pharmacist at Service Apotheek Scheveningen.

Previously, the pharmacy operated with a simple ‘take-a-number’ system. When Jawad learned about the possibility of integrating a digital queue management system with Pharmacom by PharmaPartners, he was immediately interested: “I immediately recognised the benefits. I am keen to embrace new solutions that enable us to work more efficiently and save time.” Jawad was ultimately one of the early adopters of the queue management system with Pharmacom integration.

Greater patient privacy

In addition to efficiency and time savings, Jawad highlighted another key advantage: “Patients experience significantly more privacy. Many find it uncomfortable to state their date of birth out loud. Thanks to the integration, they simply enter a collection code at the kiosk. When they are called to the counter, their patient dashboard is already open, and the assistant knows exactly who they are assisting. Patients are often pleasantly surprised by how quickly they are helped.”

Jawad does note that patients’ perception of waiting times can sometimes differ from reality: “A patient may feel they have been waiting for 10 minutes, when in reality it has only been 4. This provides a good opportunity to inform them about the use of collection codes. All that is required is their email address to be registered in the system.”

He also observes that patients sometimes question why others are served more quickly. Once they learn that only an email address is needed to use collection codes, they are keen to adopt it themselves: “It is very accessible and easy to use.”

Patients coming directly from the GP will not yet have a collection code and are therefore placed in a different queue. However, working with multiple queues enables more efficient staff planning. For example, a fast-track counter can be created for collection codes, or a trainee assistant can independently handle low-risk prescriptions.

Improved insight into workload

Before implementing the queue management system with Pharmacom integration, workload levels were unpredictable. Jawad explains: “It was difficult to estimate how many people were waiting. Thanks to the dashboard on the back-office monitor, we now have much better visibility of how busy it is and how much time is required to assist patients. For instance, if I see six people waiting, but all with collection codes, I know there is no need for me to step in, as that queue will be processed quickly.”

More time for complex care queries

Jawad also notes that more time is now available for complex care-related questions: “There is more time for personal interaction. Both patients and staff greatly appreciate this.”

Combined with digital signage

In this pharmacy, queue number calling is combined with digital signageJawad recognises the added value: “We display independent health information and current updates on the screens. This helps make any waiting time more pleasant.”

Finally, we asked Jawad if he had any advice for fellow pharmacists: “Implementing a digital queue management system integrated with the pharmacy information system should not be an end in itself, but a means to keep healthcare accessible. The pharmacy is a key healthcare hub within the community. To prevent overload, you need to make use of the opportunities that innovation offers.”