Application of Information Technology in Outpatient Queue Management System: A Case Study of the Ophthalmology Clinic, Faculty of Medicine Siriraj Hospital

Abstract

          Effective outpatient queue management is a crucial component in enhancing the quality of medical services, particularly in large hospitals that serve a high volume of patients daily. Integrating information technology into queue management systems has become a strategic approach to meet the evolving needs of modern healthcare services. This article aims to explore the application of information technology in outpatient queue management through a case study of the Ophthalmology Clinic at the Faculty of Medicine Siriraj Hospital, which serves approximately 400 - 500 patients per day. The implementation of the outpatient queue management system (Si-Flow), in conjunction with the hospital’s appointment system and the Siriraj Connect mobile application, has resulted in significant improvements in workflow efficiency. The system has enhanced organization, minimized redundancy, and reduced errors in patient data management. Additionally, it has increased the effectiveness of resource management, both in terms of staffing and space utilization. Medical personnel can now manage patient queues more clearly and fairly, while unnecessary workloads are reduced, leading to more flexible and responsive service delivery. The findings of this study highlight that the appropriate use of information technology can significantly improve internal service management, increase patient satisfaction, and serve as a key strategy for long-term healthcare quality development. Moreover, the system can be adapted and expanded to other outpatient units within the hospital to build a more efficient and sustainable healthcare service system.