ACC-SOP-001: Queue and Wait-Time Management

At a glance

• Give every arrival a number for registration and triage, in the order of arrival, except for clinical priority.
• Post the expected wait at the desk and update it at least every 30 minutes.
• Call patients by number, with a second check if a patient does not come.
• Record arrival and seen times for every patient in the queue log.
• Review waits each month and act where they exceed the target.
• Stop and get help straight away if: a patient has waited beyond the target without an update, or a clinically urgent patient is waiting for the queue.

Step 1. Give a number on arrival.

• Give each patient a number in order of arrival.
• Ask the patient if they have any urgent symptom; triage them at once if so.
• Tell the patient the expected wait.

Key point: Asking about urgency at the door catches the people who should not wait.

Step 2. Update the board.

• Show the current number being called and the expected wait.
• Update at least every 30 minutes, and whenever the wait changes by more than 10 minutes (EC).

Key point: An honest wait is more useful than a fast promise.

Step 3. Call patients in order.

• Call the next number clearly.
• If the patient does not come within 2 minutes, call again, then move to the next and return them to the queue at the next open place (EC).

Key point: A clear call prevents people being missed.

Step 4. Record the times.

• For each patient, record arrival time, call time and seen time on ACC-FRM-001.

Key point: Times are the only way to see whether the queue is working.

Step 5. Review monthly.

• Calculate the median and the 90th percentile wait for each step each month.
• Compare with the target and report to the reception lead.
• Act on any step where the target is missed for two months.

Key point: Averages hide the long waits. Look at the 90th percentile.