LineUp helps hospitals and clinics reduce overcrowding, organize outpatient traffic, and create calmer, more efficient patient experiences from registration to discharge.
The Challenge
These are not edge cases. They are the everyday reality for most hospitals & clinics operating without a structured digital queue system.
Patients wait for hours in close proximity. Beyond patient discomfort, overcrowded OPD areas increase transmission risk and generate persistent complaints about the experience.
Without a structured priority system, urgent patients wait alongside routine cases. Clinical staff spend time managing the crowd rather than providing care.
Patients must visit Registration, Triage, Doctor, Lab, and Pharmacy — but no system guides them between steps or tells them where to go or how long to wait.
Management cannot determine average wait times, identify bottleneck departments, or measure whether service targets are being met.
The Solution
Purpose-built features that address the specific challenges of your service environment.
Staff can mark patients as priority — surfacing them ahead of the general queue without disrupting overall service flow. Clinical judgment determines order, not just arrival time.
A patient's ticket can follow them from Registration through OPD, Lab, and Pharmacy — each step routing automatically when the previous one completes.
Patients without smartphones join via a kiosk at the entrance or by sending an SMS. There are no technological barriers to access for any patient population.
Patients see the current ticket number on a screen at each service point. Staff call the next patient digitally — no shouting, no crowding at the counter.
CSAT feedback is collected automatically by SMS after each completed visit. Track satisfaction trends by department and identify areas for improvement.
Every patient interaction — ticket creation, call, transfer, escalation, completion — is logged with a timestamp and the staff member's identity.
How It Works
Patients register at the entrance, receive a digital ticket, and get SMS updates as their position advances through each department — no return to a crowded waiting area required.
Scan a QR code, send an SMS, or use the kiosk. Receive a ticket number and a realistic wait estimate instantly.
Go to a café, sit outside, or continue with your work. Receive automatic updates as your position advances.
A display screen and SMS alert confirm it is your turn. Arrive at the service point and be served without delay.
The Platform
This is the actual LineUp interface your staff and customers will use — from the staff queue dashboard to the public display screen and customer ticket view.
Now Serving
Waiting (9)
Your Ticket
#2
in the queue
Estimated wait
~10 min
We'll text you before you're called — wait anywhere you like.
Now Serving
Staff dashboard
Call next, skip, complete — full queue control from any browser.
Customer ticket
Real-time position and wait estimate, no app to install.
Display screen
Fullscreen display for lobbies and waiting areas — live via SSE.
What Changes
These are the operational realities that shift when you replace physical queues with LineUp — observed across institutions in comparable service environments.
Patients wait in the car park, cafeteria, or outside and return when called — removing the concentration of people in a single waiting space.
Urgent cases are surfaced ahead of the general queue through a formal priority mechanism — consistently, without the confrontations that informal triage creates.
Managers see queue depth, current wait times, and tickets served across OPD, Lab, and Pharmacy simultaneously from a single dashboard.
Patients receive an automatic post-visit SMS prompt. Satisfaction data accumulates without any staff intervention.
Reliability & Security
Hospitals & Clinics environments cannot afford data exposure, unauthorized access, or audit gaps. LineUp is designed around institutional-grade access control and transparency.
Pharmacy staff see pharmacy queues only. OPD staff cannot access lab or specialist data. Access is scoped precisely to each department's function.
Every action taken on a patient ticket is recorded with a timestamp and the staff member's identity — supporting clinical governance and complaints management.
Patient queue data is partitioned by department and organisation. Cross-department data exposure is prevented structurally.
Administrators can see all active staff sessions and revoke access remotely — relevant when staff devices are shared or reassigned.
Where It's Used
Queue management looks different in each environment. Here are the specific contexts where LineUp delivers the most significant operational improvement.
Manage the full outpatient journey — from registration through triage, consultation, lab, and pharmacy — with a single coordinated patient ticket.
Run a separate pharmacy queue that feeds from OPD completion, reducing congestion at dispensing counters and eliminating the second long wait of the day.
Coordinate sample submission and result collection queues independently, with processing time estimates visible while patients wait elsewhere.
Manage appointment-based and walk-in queues for specialist departments — Cardiology, Orthopaedics, Ophthalmology, Paediatrics — through the same platform.
Handle high-sensitivity services with dedicated priority lanes and configurable check-in flows suited to antenatal, postnatal, and maternal health contexts.
Manage queue performance across a network of clinics and satellite facilities from one administrative dashboard, with per-facility reporting.
“Our OPD waiting room used to be standing room only. Now patients wait in the car park or cafeteria and come in when called. It is a completely different atmosphere — calmer for patients, less stressful for staff.”
FAQ
LineUp replaces physical waiting room queues with a digital ticket system. Patients register at the entrance and receive a numbered ticket with an estimated wait. They wait anywhere comfortable and receive SMS updates as their position advances. Staff call patients digitally, and display screens at each service point show the current number — no crowding at counters.
Yes. Staff can mark a patient as priority when they register or at any point in the queue. Priority patients are surfaced ahead of the standard queue at service points. This is handled by the system consistently — it doesn't depend on staff remembering to intervene manually.
Yes. Patients can join via a kiosk at the entrance or by sending a simple SMS. Reception staff can also register patients manually on their behalf. The system is designed to work for all patients — including elderly patients and those without personal devices.
Yes. Patients receive SMS updates at configured intervals — for example, when they are a defined number of positions from the front. This allows patients to wait outside or in another area and return when their service is imminent.
LineUp supports multi-stop patient journeys. A single ticket can be associated with a sequence of departments — Registration, OPD, Lab, Pharmacy — and is automatically routed to the next step when the previous one is completed. The patient receives queue position information for each subsequent department without re-registering.
Yes. LineUp scales from a single-doctor practice to a large teaching hospital. Smaller facilities typically configure one or two service points; larger facilities configure department-level queues with multiple staff per point. Setup requires no specialist hardware — only a browser-capable device at each service point.
LineUp sends a configurable CSAT survey to patients by SMS after their visit is marked complete. Satisfaction scores are tracked over time by department, staff member, and service type. Administrators can identify declining departments and measure the impact of operational changes.
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See how LineUp helps hospitals & clinics improve service flow, reduce congestion, and create more organized, dignified service experiences.