Smooth transition to queue management system

Pharmacy West Maas en Waal is located in Beneden-Leeuwen and is part of VNA. We spoke with pharmacist Alperen Kabalay about his experience with the queue management system from Wachtkamerschermen®.

The reason for exploring a new solution was a queue number kiosk that was no longer functioning properly. What stood out to Alperen was the pleasant advisory meeting he had with one of our account managers. He appreciated that someone visited the pharmacy: “The live demo provided a clear picture of what to expect. All my practical questions were answered, so I knew exactly where I stood.”

Smooth transition

Since July 2025, the Wachtkamerschermen® queue management system has been operational in the pharmacy. The transition to the new system went very smoothly. Alperen explains: “Our staff quickly adapted, and whenever we had questions, the support department at Wachtkamerschermen® assisted us promptly.”

Working with fast-track codes

The pharmacy works with two queues: first-come-first-served and fast-track using a code. This fast-track code is the collection code from Recept Locatie. Patients enter the fast-track code into the kiosk, which assigns priority to that ticket. When a staff member at the counter sees a priority ticket appear, they can call this ticket first to grant priority.

When the ticket with the Track & Trace code is called at the counter, the staff member immediately sees in Recept Locatie where the medication is stored. They can quickly locate the medication, hand it to the patient and register the pick-up in the system. Alperen notes: “The benefit of working with a fast-track code is that the patient can leave the pharmacy quickly. It is pleasant for the patient and also helps staff to reduce the queue efficiently.”

More overview with a back-office monitor

The pharmacy also uses a back-office monitor. This monitor provides real-time insights into the number of tickets and the average waiting time. When waiting times increase, staff receive a notification so they can open an additional counter to handle the volume. According to Alperen, this works very well.

Combination with informative narrowcasting

Queue number calls are combined with an informative narrowcasting broadcast. Alperen is very positive about the extensive media library from Wachtkamerschermen®. He finds the content strong: “I don’t have to search for interesting videos or information from KNMP or Apotheek.nl myself, because it is already available in the library. I also find the monthly newsletter from Wachtkamerschermen® very useful, as it informs me about current themes and new videos available.”

To conclude, we asked whether Alperen wanted to share anything else. He explained that he is very satisfied with his choice for Wachtkamerschermen®: “All communication has been very pleasant, and the queue number kiosk is a real eye-catcher!”