UKM Specialist
Hospital
Jalan Yaacob Latif Kuala lumpur, Bandar Tun Razak, 56000 Cheras, Wilayah Persekutuan Kuala Lumpur, Malaysia
7th June 2024
UKM Specialist Centre (UKMSC), one of Malaysia's top specials hospitals, offers a wide range of medical treatments with over 140 expert consultants. To enhance patient care and reduce hospital visits for specialist approvals. UKMSC relies on Chup Online’s Dynamic Queue & Appointment Automation Solution, streamlining patient flow and minimizing wait times, especially for remote queue users.
Average Waiting Times
Customer Satisfaction
Patients Served
Succeed Rate
*Real Time - updates
Average Service Duration
UKMSC operates as a specialist hospital, requiring patients to present a referral from their previous hospital or clinic before consulting with a doctor. Specialists have the discretion to accept or decline the referral. Once accepted, the hospital schedules the patient’s appointment.
The integration between
different stages has
been less effective, and communication between staff and patients has occasionally led to
misunderstandings. These issues have sometimes disrupted the flow of operations
The hospital’s first-come, first-served system caused congestion during peak hours,
with patients
arriving early and waiting up to 4 hours. Doctor emergencies worsened delays,
affects customer
satisfaction
UKM Specialist Centre partnered with Chup Online to reduce patient wait-time uncertainty and enhance management efficiency
Customized for UKMSC, this feature allows for online approval of referrals
Auto-rescheduling automatically updated and adjusts appointments
Prioritized special needs patients (erderly/OKUs) ensuring faster service.
Provides detailed reports on waiting times and service durations.
Automatically retrieves and fills patient data during registration or appointment.
Chup Online's Pre-Approval Process lets patients upload referral letters before appointments. UKMSC staff review these in advance to assign patients to the right doctor, speeding up registration and reducing front desk congestion.
Chup Online's advanced automation improves patient flow with its Auto-rescheduling function, which adjusts appointments in real-time and keeps patients informed of delays. This dynamic scheduling reduces stress, boosts patient satisfaction, and helps healthcare providers maintain an efficient workflow, even during busy periods.
Chup Online’s Fast Lane Button plays an essential role in the hospital’s queue management system, specifically designed to prioritize patients who need special attention, such as the elderly, individuals with disabilities (OKUs), and those in emergency situations. This feature ensures these patients bypass regular queues, allowing them to receive faster, tailored care that meets their specific needs. For the elderly and disabled, it reduces the strain of waiting for extended periods, while for emergencies, it provides immediate access to critical care, where timely intervention is vital.
Chup Online’s Analytics Report offers detailed, automatically updated insights into patient wait times and durations. Admins can export data for specific dates and times, including patient numbers, wait time summaries, and peak hour graphs. This powerful tool helps administrators allocate resources efficiently, optimize staff deployment, and improve the patient experience by identifying and addressing operational inefficiencies.
When staff register or book a new appointment, our system uses the Automatic Identifier feature to streamline the process by retrieving existing patient data. This feature auto-fills essential details like WhatsApp numbers and IC numbers, accelerating registration and ensuring accuracy. This automation makes appointment booking more efficient and less time-consuming for both patients and staff, reducing manual data entry errors and allowing staff to focus on improving patient care and service quality.
After Chup Online was implemented, the average patient waiting time dropped to 15 minutes. The system managed appointments and walk-ins effectively, achieving an 80% service rate with an average service duration of 9 minutes. Real-time updates and auto-rescheduling prevented bottlenecks, ensuring a smoother patient experience
Prof. Dr. Dato' Dr. Azmi Baharudin's
Orthopaedic Clinic
has reduced wait times, with appointments averaging 13 minutes and walk-ins 14 minutes.
Some patients
are seen within 1 minute of arrival, and the average service duration is 11 minutes,
providing a fast
and efficient experience
Chup Online’s automated queue system integrates seamlessly with UKMSC's Hospital Information System
(HIS) and features an insightful Analytics Report. The Dynamic Queue & Appointment Automation Solution,
including Live Queue, has optimized patient flow, reduced wait times, and improved service efficiency.
This integration enhances operational performance and provides patients with a smoother, more
satisfying
experience, demonstrating UKMSC's commitment to excellent healthcare delivery
Designed for UKMSC, the system features advanced tools to improve efficiency and patient experience. The
Pre-approval process automates and streamlines workflows, ensuring all approvals are in
place before
patient interactions, reducing delays and administrative burdens
Looking ahead, the system plans to introduce Kiosk Payment options, which will further
enhance
convenience for patients.
|
||||
|---|---|---|---|---|
| August 2024 | 37 | 6 | 86.00% | 14.00% |
| July 2024 | 125 | 9 | 93.00% | 7.00% |
| June 2024 | 24 | 1 | 96.00% | 4.00% |
| Total | 193 | 16 | 92.24% | 7.66% |
These kiosks will enable patients to
handle payments directly on-site, eliminating the need for lengthy queues or additional administrative
steps. By offering a user-friendly, self-service payment solution, the system aims to
make the entire
visit more seamless and efficient
The trial phase achieved nearly 100% user satisfaction, reflecting major improvements
in efficiency and
patient experience. Chup Online enhanced patient flow, reduced no-shows, and optimized staff
productivity, enabling UKMSC to manage higher patient volumes while maintaining high care
quality and
efficiency.
Special
thanks to Prof. Dr.
Dato' Dr. Azmi Baharudin (Orthopaedics) and Prof. Dr. Norlela Shukor
(Endocrinology) for their
invaluable support and collaboration.
Following a week of smooth operations, we are excited to announce the expansion of our services to
include four additional clinics: Prof. Dr. Mawaddah Azman (Laryngology), Prof.
Dr. Shahrun Niza Abdullah
Suhaimi (Breast & Endocrine Surgery), Prof. Dato' Dr. Razman Jarmin
(Hepatobiliary & Pancreatic
Surgery), and Prof. Dr. Fam Xeng Inn (Urology).
We also extend our heartfelt gratitude to the dedicated staff at UKMSC for their
collaboration with Chup
Online. Chup's commitment to continuous improvement aligns seamlessly with UKMSC's dedication to
healthcare excellence. We eagerly anticipate the next steps in our partnership, where together, we will
not only address challenges but also explore new horizons to advance Malaysia's healthcare system.
Chief Operating Officer
UKM Specialist
Centre
“ChupOnline has significantly improved our clinic operations. The real-time rescheduling, remote queue joining, and instant notifications have greatly reduced patient wait times and eased the pressure on our staff”
Book with Chup to Discover Premier Healthcare at UKM Specialist Centre with The esteemed team over 140 specialists alongside 60 medical subspecialties and have treated more than 550.000 patient
