Wavetec Deploys Enterprise Queue Management System at Asan Hospital, Dubai

Asan-UAE Gastroenterology Hospital, a new specialized healthcare facility being established in Dubai Healthcare City Phase 2, has deployed Wavetec’s Enterprise Queue Management System integrated with the hospital’s electronic medical records (EMR) ahead of opening. Developed by Asan Medical Center with Scope Investment, the facility is Asan Medical Center’s first international hospital and is planned as Dubai’s first integrated hospital specializing in gastroenterology, with 65 beds, four operating theatres, outpatient clinics, ICU, and one-day care services.

Designing a patient journey for a brand-new hospital, before it has ever seen a single patient, draws on the same discipline Wavetec has applied across more than 30,000 deployed systems in over 80+ countries worldwide, spanning banking, telecom, healthcare, and government environments.

What is the Asan-UAE Deployment?

The Asan-UAE Gastroenterology Hospital deployment is an integrated customer-experience and patient-flow solution designed to structure patient journeys from arrival to service delivery.

The hospital needed a structured patient-flow model in place before opening: guiding patients across registration, consultation, and related services, reducing congestion, managing priorities and transfers, and giving management real-time visibility into queue and service performance.

That challenge isn’t unique to the UAE. MGMA’s most recent survey of US practice leaders found that wait times, online scheduling, and patient access rank among the top priorities heading into 2026, with 71% of medical groups still having fewer than one in four patients scheduling digitally. Building the patient journey correctly before a facility opens its doors, rather than retrofitting it later, avoids that gap entirely.

The objective is straightforward:

Help service organizations prepare for demand before the customer arrives, and establish an organized and connected service environment from day one.

Why Patient-Flow Operations Need Pre-Opening Planning

Physical service operations have a structural challenge: their most expensive resource, staffed service capacity, is committed before demand is fully known.

A healthcare facility manager must decide how many counters to open, which service skills to make available, and how to allocate staff before the day’s patients arrive. If too much capacity is scheduled, the organization pays for idle time. If too little is scheduled, patients experience longer waits, service-level breaches, and overcrowding in reception areas.

Traditional post-opening adjustments normally reveal operational bottlenecks after they have occurred. The Asan-UAE deployment addresses this by structuring the complete patient journey prior to launch.

The deployment connects four core operational milestones:

1. Arrival & Check-In: Patient logs in at a self-service kiosk and receives a queue ticket.

2. Calling & Navigation: Clear visual signage and audio directional prompts guide movement.

3. Service Delivery: Staff manage visits, recalls, and priority transfers via specialized teller applications.

4. Supervisory Control: Central management monitors real-time performance across waiting areas and counters.

A Breakdown of the Deployed Queue Management System

The complete solution combines full-stack hardware and enterprise software to structure every step of the patient experience:

Hardware & Software Component	Deployed Volume	Operational Role
Self-Service Kiosks	8	Check-in, service selection, ticket generation
Teller Applications	20	Counter-level patient calling, recall, and transfer management
LCD Counter Displays	20	Counter identification and ticket calling visibility
Donatello Digital Signage Players	12	Directional and contextual patient visual guidance
Ceiling-Mounted Audio Speakers	14	Synchronized visual and audio patient calling announcements

All components are centrally integrated using Wavetec’s Lobby Leader and Spectra operational management and reporting dashboards.

Key Benefits

• Organized Movement: Structured patient journeys from initial arrival through service completion.

• Reduced Congestion: Minimized reception and waiting room overcrowding.

• Clear Calling: Synchronized visual and audio guidance across all waiting zones.

• Real-Time Visibility: Live monitoring of queues, waiting times, and service metrics.

• EMR Integration: Unified workflows driven by direct connectivity with hospital records.

• Staff Productivity: Optimized counter utilization and staff allocation.

• Priority Handling: Built-in support for priority patient routing and department transfers.

• Scalable Platform: Enterprise foundation designed to support future operational expansion.

Wavetec’s Security, Governance, and Accessibility Standards

Operating in an environment directly connected to patient-level electronic medical records (EMR), the deployment adheres to Wavetec’s enterprise security posture:

• Compliance Standards: Built around SOC 2 Type II, ISO 27001, and GDPR-aligned data protection practices.

• Access Control: Enforces strict Role-Based Access Control (RBAC) across applications and reporting.

• Data Security: Features structured audit trails and end-to-end encrypted communication across the platform.

• Accessibility: Kiosks support ADA-compliant configurations where deployment specifications require them.

Innovation, Full-Stack Delivery, and AI Capabilities

As with all Wavetec deployments, the Asan-UAE rollout is delivered full-stack: the kiosks, teller applications, digital signage, and EMR integration are all designed and delivered in-house, rather than assembled from third-party components.

Where AI Fits

Wavetec’s broader queue management platform includes AI-driven capabilities such as Nexia-Q, an AI digital human used elsewhere in Wavetec’s deployments to guide patients by voice, and AI-powered routing that assigns patients to service points automatically based on service type and counter load.

These capabilities sit outside the scope of Asan-UAE’s current deployment, which centers on the kiosk, signage, EMR integration, and central operational reporting solution described above.

Proven Regional and Global Impact

This deployment adds to Wavetec’s extensive presence in healthcare and government self-service in the region and globally:

• UAE Ministry of Health and Prevention (MOHAP): Runs Wavetec’s Patient Flow Management System across 17+ centers, integrated with the ministry’s backend systems.

• CalPERS (USA): Manages benefit services for 1.5 million members using Wavetec’s platform for appointment and feedback management.

“A new hospital has a valuable opportunity to design the complete patient journey before welcoming its first patients. Wavetec is helping Asan-UAE Gastroenterology Hospital establish an organised and connected service environment from day one.”

-Tobias Bessone, Deputy CEO, Wavetec

Frequently Asked Questions

What does the Asan-UAE Gastroenterology Hospital deployment include?

8 self-service kiosks, 20 teller applications, 20 LCD counter displays, 12 Donatello digital-signage players, and 14 ceiling-mounted audio speakers, connected through Lobby Leader, Spectra, and central reporting and dashboards, integrated with the hospital’s EMR.

Is the deployment secure and compliant?

Yes. It runs on Wavetec’s enterprise security posture, including SOC 2 Type II, ISO 27001, and GDPR-aligned data protection practices, with role-based access control and structured audit trails, given the system’s connection to patient-level EMR data.

Is this a full hardware-and-software deployment?

Yes. Wavetec delivered the kiosks, teller applications, digital signage, and EMR integration, all in-house.

Does Wavetec have similar healthcare or government deployments in the region?

Yes. The UAE Ministry of Health and Prevention runs Wavetec’s Patient Flow Management System across 17+ centers.

About Asan-UAE Gastroenterology Hospital

Asan-UAE Gastroenterology Hospital is a new specialized healthcare facility being established in Dubai Healthcare City Phase 2 by Asan Medical Center and Scope Investment. It is Asan Medical Center’s first international hospital and is planned as Dubai’s first integrated hospital specializing in gastroenterology.

About Wavetec

Wavetec designs, builds, and deploys customer experience and queue management technology in-house, spanning hardware, software, and on-site deployment and support, for banking, telecom, healthcare, government, and retail environments worldwide.