QMS Downtime – Manual Queue Handling Workflow
Although not fully integrated, QMS is operationally dependent on SystmOne for queue visibility, room assignment, and patient flow control. QMS malfunction is treated as a valid BCP activation trigger because it directly disrupts clinic operations, patient flow & service delivery.
QMS Machine Malfunctioning Confirmed — queue system is non-operational --> BCP Manager announces Downtime Activation.
Register Patient Details & Payments
Normal registration continues
Register patient details and collect payments (if applicable) as per normal procedure.
Write Manual Queue Number on Checklist
Physical checklist tracking
Write the manual Queue Number on the patient's Checklist — the physical paper used to assign patients to units and track their journey through the clinic.
Auto-Allocate to Unit
Unit assignment continues
Auto-allocate patient to the respective unit as per normal workflow.
Key-in Manual Queue Number
SystmOne backup tracking
Key-in the manual queue number into SystmOne (if CCMS is accessible — this applies to partial QMS downtime where CCMS remains operational).
Patient Waiting
Patient waits in waiting area OPD or KKIA.
Patient waits at Counter 17 Waiting Area until called for vital signs.
Manual Queue Calling
Staff calls patient by queue number
Staff calls patient Queue Number manually — no digital display available.
2-Identifier Process
Patient safety verification
Begin the 2-identifier process to verify patient identity.
Inform Patient
Set expectations. Please inform patient about:
- QMS is not functioning
- QMS number and name will be called manually by doctor in each room
Manual Calling by Doctor
Verbal patient identification
Staff/doctor calls patient by:
- Queue number
- Patient name
- Verified by IC number
2-Identifier Process
Second verification point
Repeat 2-identifier process before commencing consultation.
Clinical Assessment
Standard care continues on paper
Proceed with clinical assessment, documentation, and next steps as per normal workflow — all recorded on Manual Clerking Sheet.
Proceed to Next Counter
Appointment or Pharmacy
Patient proceeds to Appointment Counter or Pharmacy Counter as needed.
Role Assignments During QMS Downtime
| Role | Responsibilities |
|---|---|
| Registration Staff | • Register patient & collect payments • Write manual queue number on Checklist • Guide patient to respected unit • Key-in queue number to SystmOne (if accessible) |
| Counter 17 Staff | • Call patients manually by queue number • Perform 2-identifier verification • Inform patients about manual calling process |
| Doctor / MO | • Call patients manually by queue number, name, and IC • Repeat 2-identifier verification • Conduct clinical assessment & document on Manual Clerking Sheet |
| Unit BCP Coordinator | • Monitor queue flow and bottleneck points • Coordinate with BCP Manager on status updates • Ensure manual records are collected for re-entry |