Modernizing Patient Flow at Villa Betania Clinic in Rome with Wavetec’s Queue Management Solution

Overview

Villa Betania is a healthcare clinic located in Rome, Italy, and part of the Giomi Healthcare Group. Serving both inpatients and outpatients, the clinic manages a complex healthcare environment that includes multiple reception areas, blood lab services, diagnostics, and specialized procedures. With a diverse patient base and a large percentage of elderly patients, Villa Betania required a queuing experience that was simple, clear, and easy to navigate.

The Challenge: Creating A Simple Patient Journey

Villa Betania previously used an automated queuing approach, but the overall journey was not optimized. Patients would often walk directly to counters based on their category, creating confusion and an inconsistent service flow across departments.

Designing a new queuing logic was challenging because the clinic offered 13 service categories, each with its own sub-category menu. The clinic also required the service categories to be displayed in three languages: Italian, English, and Spanish, ensuring accessibility for all patients.

Additionally, Villa Betania planned a phased rollout, starting with no integrations in Phase 1, followed by web appointment integration in Phase 2. This required a flexible system that could evolve with the clinic’s future needs.

Solution

Wavetec implemented a complete queue management ecosystem designed specifically for healthcare operations. The solution included:

• M-13 Self-Service Kiosk: A 17-inch M-13 kiosk was deployed, equipped with two thermal printers for efficient ticket issuance. It also included a QR reader and card reader to support future appointment and identification workflows in Phase 2.
• Donatello Digital Signage: Villa Betania required digital signage across 12 different TV screens. Wavetec equipped 13 monitors with Donatello controllers, enabling customized layouts based on each clinic area. Monitors were divided into groups, ensuring that each area displayed only the relevant queue calls, such as reception-only ticket calls for reception screens.
• Multimedia Waiting Experience: Beyond ticket display, the screens also supported video content and RSS feeds, improving the patient waiting experience.
• WhatsApp Queuing in Three Languages: Patients could access digital ticketing through WhatsApp in Italian, English, and Spanish, enabling a more convenient and modern queuing option.
• Spectra Dashboard and Real-Time Analytics: Wavetec’s Spectra dashboard provided real-time statistics, business intelligence, and performance insights to support better operational control.
• Remote Support: Wavetec provided remote support Monday to Friday from 9:00 to 17:00, with an SLA of N4H for software blocking errors, ensuring quick response in critical situations.

Customer Journey

The queue management solution improved the patient journey at Villa Betania through a structured flow:

The Results

• Improved Patient Navigation: Clear ticketing and grouped digital signage reduced confusion and improved movement across departments.
• Enhanced Communication: Multi-language support and WhatsApp ticketing made the system accessible and convenient for a wide range of patients.
• Operational Efficiency: Spectra dashboards provided real-time visibility and performance statistics, improving staff coordination and queue control.
• Better Waiting Experience: Digital signage with multimedia content created a more modern and less stressful waiting environment.
• Reliable Support and Stability: Remote support and SLA coverage ensured smooth daily operations and reduced downtime risk.

Conclusion

With Wavetec’s Queue Management Solution, Villa Betania successfully modernized its patient flow with a stable, flexible, and easy-to-use system built for healthcare complexity. By combining WhatsApp ticketing, self-service kiosk functionality, Donatello digital signage, and Spectra analytics, the clinic improved patient experience, streamlined operations, and prepared for future appointment integration.

Want to Improve Patient Flow?

Wavetec’s Queue Management Solutions help clinics and hospitals reduce wait times, improve communication, and enhance operational performance.