Step-by-step: from creating departments and service points to configuring priority queues, setting up display screens, and training staff on the dashboard.
A hospital deployment differs from a single-service environment in one critical way: multiple departments run simultaneously, often with different staff, different queue logic, and different display needs. Getting the structure right before you start saves significant reconfiguration time.
Before your first login, gather the following: • A list of departments that will use LineUp (e.g., OPD, Pharmacy, Laboratory, Billing) • For each department: the names of service points (consultation rooms, dispensing windows, collection counters) • The staff members who will work each service point, and their roles • Whether any department uses priority queuing (triage, elderly priority, etc.) • Where display screens will be mounted and what network connection they have
In LineUp, the top level is your Organization. Below that are Branches — for a single-site hospital, you'll have one Branch. Within each Branch are Service Points and Queues.
Start by creating your Branch (your hospital's name and location). Then create a Department for each service area. Departments scope your service points and their queues — staff in the OPD can see OPD data; Pharmacy staff see Pharmacy data.
This scoping is not just a display preference — it's a security boundary. A staff member assigned to OPD cannot view or act on Pharmacy queues unless an administrator explicitly grants cross-department access.
Within each department, create a Service Point for each physical station where a patient will be seen: Consultation Room 1, Consultation Room 2, Dispensing Window A, and so on.
Each Service Point has one or more Queues. For most service points, one queue is sufficient. For high-volume departments where you want to separate walk-in patients from appointment patients, or general patients from priority patients, you may want two.
Queue configuration includes: • Name (visible to staff) • Maximum capacity (optional — triggers queue closure when reached) • Priority mode (FCFS only, or VIP-aware) • Auto-close settings (automatically close the queue at end of session)
Create a staff account for each person who will interact with LineUp. Assign each account a role appropriate to their function:
• ADMIN: department heads and IT coordinators who need full configuration access • MANAGER: supervisors who need to view all queues in their department and intervene in queue order • STAFF: front-line clerks and service point operators who call tickets, complete tickets, and transfer tickets
Staff accounts do not need to be pre-configured with passwords — invite emails prompt each staff member to set their own. We recommend enforcing MFA for all accounts that have MANAGER or ADMIN roles.
Display screens show the queue status to patients waiting in your facility. Each display screen is registered to a specific Service Point and shows the current queue for that point.
To set up a display: 1. Navigate to the Service Point settings and select 'Register Display Device' 2. Open the provided URL on the display device's browser 3. Enter the pairing code that appears on screen 4. The display is now registered and will automatically reflect queue activity
Display screens work best on a dedicated device — a low-cost Android stick, a Raspberry Pi, or any browser-capable device with an HDMI output. The display page is designed for fullscreen operation and requires no keyboard or interaction once configured.
If your hospital wants to push announcements to display screens — service changes, emergency notices, department-specific alerts — enable the Broadcast Center in your organization settings. This feature requires a feature flag activated by your LineUp account manager.
Once enabled, administrators can create broadcasts from the Broadcast Center dashboard. Set the scope (which screens receive it), the priority level (which determines how it's displayed), and whether it fires immediately or at a scheduled time.
LineUp training for front-desk staff should take between 30 and 60 minutes. The core workflow is straightforward:
• Open the dashboard and select your assigned Service Point • Register new patients (walk-in or returning) and issue them a ticket • Call the next ticket when ready — the system selects the correct next ticket based on your queue's priority settings • Mark the ticket as complete when the patient's service is done • Transfer tickets to another service point if needed
The actions are presented as large buttons on a clean interface, designed for clinical settings where staff may be standing, time-pressured, or operating on a small screen.
Manager training covers the additional capability to view all queues in their department, override ticket order, pause or resume queues, and access the analytics dashboard.
Start with one department before rolling out facility-wide. Choose a department with a clear, manageable queue — not your highest-volume OPD on day one. Run paper and digital in parallel for the first day so that any configuration issues don't disrupt patient flow.
After the first week, review the analytics: average wait times, throughput per service point, peak hours. Use this data to adjust queue configuration, staffing, and display screen placement before expanding to other departments.
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