Technological Solutions for Reducing Waiting Time in Outpatient

Abstract

Outpatient departments in Thai hospitals frequently encounter problems in queue management, leading to delays in service delivery, overcrowded service areas, patient dissatisfaction, and increased workload for healthcare staff. A literature review conducted between 2016 and 2023 , based on both domestic and international studies, reveals 2 main categories of problems: (1) issues affecting patients, such as long waiting times, unclear service information, and the lack of efficient appointment systems; and (2) issues affecting healthcare providers, including limited system flexibility, stress due to workload, and poor coordination within the health service system in managing patient flow. The findings suggest that digital technology can provide effective solutions to these problems. Key approaches include the use of machine learning to predict patient waiting times more accurately, the application of artificial intelligence (AI) to support early symptom assessment and patient triage, and the development of real-time health information systems to manage queues and notify patients. These strategies have the potential to enhance operational efficiency and improve service quality and patient satisfaction in Health service system