New ticket system improves clinic wait

2018-09-18 06:00
Pharmacist assistant Nomfundo Languza-Bafo issuing a queuing ticket to Geraldine Allie.

Pharmacist assistant Nomfundo Languza-Bafo issuing a queuing ticket to Geraldine Allie.

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Western Cape Government Health (WCGH) together with the Department of the Premier have rolled out a new electronic pharmacy queuing ticket system to improve the experience of approximately 13 000 patients per month who collect medication at the Mitchell’s Plain Community Health Centre’s pharmacy.

This system will aid in alleviating waiting times for categorised patients.

“The new ticket system will assist the pharmacist at the facility to track and identify the status of patients and to allow them to clearly determine which patient requires fast-tracking to avoid long waiting times. The category of patients identified for fast-tracking of medication collection will be the elderly, pregnant women, physically disabled, children under the age of two, and patients who have a medical emergency with a fast-track note written by the doctor,” says Sister Zethu Xapile, primary health care manager for WCGH.

Mahboob Roomanay, pharmacy deputy director, adds: “Our pharmacy dispenses medication to approximately 600 patients a day and close to 13 000 patients a month. Due to these figures, we have implemented the new ticketing system to improve our patients’ experience at the pharmacy.”

A queue marshal will be present to collect the folders every 30 minutes from patients who present to the pharmacy area and generate a ticket for each person according to their health status.

Each patient will be given a tracking number which will be displayed on a screen and also called out by the electronic voice system when the medication is ready for collection.

“Previously patients had to listen for their names being verbally called out by the queue marshal which often resulted in people not being able to hear or identify when they had to collect their medication. This potentially led to many people becoming frustrated, as they were not certain when they were going to be assisted.”


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