The Growing Challenge of Patient Waitlist Management
With outpatient waitlists across Australia under mounting pressure, hospitals face the challenge of ensuring patients receive timely care while managing limited resources. At Metro North QLD, the manual, paper-based outpatient auditing process was time‑consuming, costly, and prone to inefficiencies.
- Thousands of patients were waiting for review, creating a strain on hospital resources.
- Manual follow-ups and paper forms increased the risk of delays and errors.
- Nursing staff spent valuable clinical hours on administrative tasks rather than patient care.
The health service needed a way to optimise patient waitlist management without adding to staff workload or compromising patient safety.
Print Case Study
A Digital Waitlist Solution for Outpatient Auditing
Metro North QLD partnered with Personify Care to introduce a digital patient waitlist management system that streamlined the entire audit process. Using Personify Care’s patient waitlist management software, the team was able to:
- Conduct real-time outpatient auditing to identify patients no longer requiring specialist review
- Eliminate the inefficiencies of paper-based forms and repetitive phone calls
- Deliver consistent and accurate communication directly to patients’ mobile devices
- Reduce the administrative load for nursing and support staff
Proven Impact: Faster Audits and Improved Patient Outcomes
The introduction of digital pathways at Metro North QLD produced measurable results:
Significant Time Savings
The new system was four times faster than the previous audit method, allowing staff to complete reviews with greater efficiency.
Improved Patient Experience
Over 95% of patients reported a positive experience using the digital platform, highlighting increased confidence and preparedness for their care.
Accurate Identification of Patient Needs
Real-time data ensured patients who no longer required review were promptly removed from the waitlist, freeing up appointments for those in need.
Staff Efficiency and Positive Feedback
Nursing staff praised the streamlined process for cutting down on manual work:
- 53% cheaper than the paper-based audit system
- 67% cheaper than the Health Contact Centre system
Why Digital Waitlists Matter for Day Hospitals and Outpatient Services
For day hospitals and health services managing high patient volumes, delays and cancellations can quickly erode efficiency and patient satisfaction. A digital patient waitlist management system helps:
- Reduce manual admin and phone follow-ups
- Improve compliance with audit and accreditation requirements
- Enhance patient engagement and readiness for appointments
- Optimise resource use and reduce costs
