The Virtual Queuing Management System is an innovative approach developed by the Makati Health Department to improve health services for residents. Facing long lines and wait times at health centers, the city government sought a digital solution to create a more efficient process for patients.

The system allows residents to book appointments online or through a mobile app from anywhere. Patients can check available slots at different health facilities and book a time that works for them. With over 629,000 residents that stand to benefit, this pre-registration system aims to ease congestion at centers by staggering patient visits.

At the height of the COVID-19 pandemic in 2022, the virtual queuing platform became invaluable for supporting health protocols. By minimizing walk-ins, the city was better able to control crowds and ensure social distancing. Residents could also avoid unnecessary travel and wait times if slots were not available.

Key features of the system include real-time dashboards that provide live updates on patient traffic and staff productivity. Department heads can view consolidated reports on a daily, monthly or annual basis to analyze service trends. For example, data on average wait times, volume and outcome of appointments, and services delivered help evaluate performance targets. The online platform is also integrated with an SMS notification function. Patients receive reminders as their appointment time approaches, increasing compliance with scheduled visits.

This results in fewer no-shows and longer operating hours for health centers. Field observations likewise noted reductions in lines as residents no longer needed to arrive hours in advance to secure a same-day slot. Congestion has clearly decreased across all health centers with just a few people waiting at any given time.

Real-time analytics aid long-term planning proportional to rising needs. Dashboards track key performance indicators to inform administrative actions, actually monitor trends, and guide decisions in health care delivery. Operation Managers gain insights into staff workload through generated reports that highlight facilities in need of personnel adjustments like reassignment or hiring to optimize productivity.

MHD collects feedback through social media, emails, and constituent satisfaction surveys (CSAT). Patients are encouraged to answer CSAT surveys. QR codes for surveys are placed in the health centers as well as printed and given to patients to ensure that the survey is readily accessible to all patients. Feedbacks are extracted, collated and evaluated for any administrative changes needed. They are also distributed to each health center to ensure that health center personnel can adjust operations to the needs of their communities as well as address lingering issues seen by patients.

Moving forward, the city enrolled more residents without access to phones or internet by training grassroots health workers to help book appointments. Technical partners provide updates and troubleshooting support to refine future phases involving e-prescriptions or personal health integration. The adaptability of Makati’s virtual queuing platform exemplifies how embracing digitalization can transform service delivery. By rethinking traditional models, this affordable homegrown solution enhances governance responsiveness amid challenges.

Indeed the PhP16.12 per capita cost outweigh disease treatment expenses and program benefits. Holistic efforts address challenges of scale in urbanization through streamlined, technology-driven public service. Most importantly, improved basic care access raises health security for all Makati residents through inclusive digital transformation.