GMCH-32 to expand digital token system across OPDs to ease patient congestion

In a bid to enhance patient experience and reduce overcrowding in outpatient departments, the Government Medical College and Hospital (GMCH), Sector 32, is preparing to implement a comprehensive token-based queue system across all OPDs. The decision follows a successful pilot project in the ENT department, which drew favourable responses from both patients and staff.

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At present, long queues and constant enquiries about waiting times have created significant pressure on both the hospital staff and patients. To address these issues, the GMCH has partnered with Rotary Ambala to introduce a computerised token and display system aimed at bringing order to the process.

According to Dr GP Thami, Medical Superintendent at GMCH, the initiative is part of a wider digital transformation to streamline operations and improve patient flow. “The positive outcome in the ENT OPD has encouraged us to replicate the model in other departments. With the rising number of patients, especially in peak hours, an organised queue management system has become essential,” he noted.

Each OPD will now feature large digital display boards in the main waiting area, supplemented by smaller screens outside individual consultation rooms. Once registered, patients will receive a token slip bearing their name, token number, and consulting doctor’s details. The display will indicate the current and next token numbers, allowing patients to wait comfortably without the need to frequently approach staff for updates.

Daily outpatient footfall at GMCH ranges from 3,000 to 4,000, making effective crowd control a pressing requirement. This system is expected to ease congestion and significantly cut down waiting anxiety.

Further technological enhancements are also in the pipeline. The hospital plans to introduce QR code-based tracking that will enable patients to monitor their position in the queue directly from their mobile phones, offering even greater convenience.

The digital shift is being led by Dr Surinder K Singhal in collaboration with Rotary Ambala, whose technical input has been key in designing the system. Officials hope the upgrade will create a more organised and patient-friendly atmosphere throughout the hospital.