From Waiting Rooms to Smart Healthcare Experience: Optimizing Patient Journey


The healthcare landscape is undergoing a major digital transformation. From telehealth to artificial intelligence-enabled diagnosis and robotic surgery, technology is radically changing how medical care is delivered and experienced. This shift is also evident in the hospitals and the clinics waiting areas, registration counters, and corridors—all aimed at enhancing that vital touchpoint called the patient journey.

SEDCO helps healthcare providers leverage technology to smooth patient experiences, optimize staff utilization, allocate resources strategically, and gain competitive advantage.

From Waiting Rooms to Smart Healthcare Experience Optimizing Patient Journey

The Old Normal in Healthcare Facilities

Long wait times, crowded reception areas, repetitive paperwork, and anxious patients—this was the norm in healthcare facilities before the digital revolution. Patients had to register manually, likely redo it at each touchpoint, and wait for indefinite periods without clarity on queue status.

Reception desks and cash counters were prime congestion areas. Finding the right clinic in a large hospital was a maze-like challenge. Social distancing was a distant concept.

For healthcare providers, monitoring how productive staff and nurses was challenging. Planning future capacity was calculated using basic data. High operational costs were an ongoing pain point.

The New Normal is Digital, Seamless, and Smart

Today’s healthcare centers are radically different—featuring automated self-service zones, digitally integrated systems, and data-driven resource planning.

Patients can self-register via kiosks, book appointments online, get queue updates on mobile apps, locate service areas using digital signage, and more. Touchless and contactless experiences minimize infection risks.

For healthcare providers, the entire patient journey is visible on integrated command centers. Operations data feeds advanced analytics for smarter decisions on staffing, infrastructure, and marketing. Let’s see specific ways the digital transformation is benefiting patients and medical facilities.

Key Benefits of Healthcare Automated Solutions

Convenient and Stress-Free for Patients

  • Appointment booking and mobile notifications during the patient journey
  • Self-service kiosks for faster registration, billing.
  • Easy navigation assistance to service areas.

With these in place, patients zip through check-ins and payments in minutes instead of painful hours. Appointment reminders and queue status alerts mean no more restless waiting. Overall, the patient experience is now seamless, customized, and stress-free even in large hospitals.

Optimized Operations and Seamless Patient Experience

  • Self-services limit crowding and infection risks
  • For a more convenient experience, self-service machines include KYC feature to identify patients by ID card or mobile number, saving the patients from the hassle of manual data entry.
  • Integrated patient flow management smoothens visits
  • Analytics-driven capacity planning for infrastructure and staff

For hospital administrators, automated self-services significantly decongest registration and billing counters to enable social distancing. Patient flow analytics also improve scheduling and resource allocation decisions. Together, these next-gen systems boost productivity and safety.

Data-driven Insights for Better Decision Making

  • Centralized tracking of operational KPIs provides deeper visibility to enable proactive planning. Metrics like patient volumes, waiting times, doctor consultation duration, lab test TAT (turnaround time) and others help forecast demand and optimize capacity.
  • Patient journey analytics delivers experience metrics to pinpoint service gaps. Touchpoint level data on registration effectiveness, navigation assistance usefulness, query resolution rates and satisfaction scores help prioritize investments.
  • Reporting on doctor/staff productivity, patients served daily, revenue per patient, medicine prescription accuracy and more identifies efficiency improvement areas. Historical data enables scenario planning.

By gathering data across operational processes, self-services, medical records, queries and patient feedback surveys, healthcare providers gain granular visibility. Addressing insights enhances clinical and financial outcomes.

An integrated flow management platform drives a data-driven transformation, offering advanced analytics for uncovering trends, correlations, and opportunities. Resultantly, enhancing patient journeys and optimizing healthcare facilities and services.

End-to-End Patient Journey Management Solutions

Transitioning from traditional paper-based administrative practices to automated smart systems involves integrating diverse technologies, processes, and stakeholder groups.

SEDCO’s Patient Journey Management Solutions reduce patients’ registration and check-in time from 10-20 minutes to less than a minute, and it ensures proper social distancing in the healthcare facilities.

SEDCO system seamlessly integrates with the Health Information System (HIS). These solutions span across self-service kiosks, patient flow management systems with mobile capabilities, and business intelligence.

Smart Self-Service Kiosks

SEDCO’s user-friendly kiosks at healthcare facility entrances enable patients to proceed with self-registration, checking insurance approvals, patient eligibility, and payment requirements.

Identity verification is via national IDs, biometrics, or mobile authentication. Kiosks drastically cut down queues at front desks allowing staff to focus on value-added tasks.

In addition, patients can easily book their next appointment through automated self-service machines, as well as provide valuable feedback after completing their journey.

Seamless Patient Flow Management

Patients can use one ticket to move among different care points and facilities. While SEDCO’s solutions have the flexibility to re-arrange and swap the nurse slots. For instance, if a doctor/nurse finishes the examination of a patient early, the system can utilize/occupy the remaining time by calling one of the waiting people in the center. Thus, streamlines between pre-booked and walk-in patients for a hassle-free patient flow.

Customer feedback surveys are conducted for continuous improvement. Staff and Nurses can focus on providing quality care while the patients provide real-time input on their experience, breezing through facilities with minimal wait times and stress.

Business Intelligence for Optimization

SEDCO system supports monitoring the performance of your healthcare center with live dashboards in real time:

  • Track performance at various levels in your healthcare center.
  • View performance in a geo-map that is easy to read. 
  • Customize your dynamic dashboards according to need.

The system also analyzes the hospital performance with BI reports and analytics to boost efficiency:

  • Access powerful reports and statistics across facilities, services, and employees.
  • Measure utilization of facilities and employees.
  • Measure patient satisfaction levels.

Key metrics like registration volumes, service times, patient satisfaction scores, staff utilization rates and more enable data-driven decisions on strategic planning and operations optimization.

The integration of SEDCO solutions enhance the effectiveness of your existing systems, eliminating the need for replacement. This allows your team to continue using the tools they are familiar with, but in a more efficient manner. In essence, SEDCO helps smoothen this transformation, enabling your team to deliver better patient care and improved operational efficiency.

Contact us to chart your digital transformation journey today!