Mason Health Selects Wavetec to Enhance Patient Journey Management

Wavetec is pleased to welcome Mason Health as one of its newest healthcare customers in North America. The engagement marks another milestone in Wavetec’s regional growth and reflects the increasing importance of accessible, data-driven patient journey management in modern healthcare environments.

Healthcare providers must manage complex service journeys while giving patients and visitors greater clarity, convenience and control. According to Deloitte’s 2025 healthcare research, 55% of health system executives agreed that improving consumer engagement, trust and the overall experience is necessary to attract and retain consumers. The research also identifies appointment wait times and limited office hours among the access challenges that can cause people to delay care. Read the Deloitte findings.

Creating a More Connected Patient Journey

Wavetec’s customer journey management portfolio is designed to connect each stage of a visit—from appointment booking and arrival to check-in, waiting, service and feedback.

At the center of this portfolio is Spectra Queue Management System, Wavetec’s enterprise platform for managing patient flow across service areas. Spectra can assign patients to the appropriate queue, route them according to configurable service rules and provide staff with real-time visibility into waiting volumes, service times and counter activity.

The wider solution portfolio includes:

• Wavetec Appointment Management, enabling patients to book, reschedule or cancel appointments through digital channels and receive configurable reminders.
• Assisted Self-Service Kiosks, supporting structured check-in and ticket issuance while reducing pressure on reception teams.
• Mobile-Q and WhatsApp Queuing, allowing patients to join a virtual queue and receive updates on their position through their mobile devices.
• Donatello Digital Signage, displaying queue calls, directions, announcements and relevant content across centrally managed screens.
• Opinion Plus, capturing patient feedback immediately after service and consolidating responses for analysis.

These components can operate as a connected ecosystem. Information generated at appointment booking or check-in can be used to place a patient into the appropriate service flow, while live queue events update staff terminals and digital displays. Operational data is then consolidated into dashboards and historical reports to help teams understand demand patterns and identify recurring bottlenecks.

Subject to the agreed implementation scope, integration layers can support connectivity with existing healthcare information systems. Role-based access control, audit logging and centralized administration help organizations govern system access and configuration across multiple service areas. Accessible interface options can also support ADA- and WCAG-aligned patient journeys.

Applying AI to Healthcare Service Operations

Wavetec’s AI capabilities are designed to support operational decision-making rather than clinical diagnosis or treatment.

Historical and real-time journey data can be used for predictive demand forecasting, helping healthcare teams anticipate increases in visitor volume. Simulation and optimization capabilities can model different staffing, counter and service configurations before operational changes are introduced. An embedded AI analytics assistant can also help authorized users explore performance data and identify trends using natural-language queries.

These capabilities can help teams move from reactive queue management to more proactive resource planning while keeping operational decisions under human control.

McKinsey emphasizes that healthcare organizations need to connect AI adoption with clearly defined operational value, supported by leadership, workflow redesign and appropriate governance. Read McKinsey’s guidance on achieving AI impact in health systems.

Building on Wavetec’s Experience

The Mason Health engagement builds on Wavetec’s experience supporting healthcare providers and other public-facing organizations with customer flow and service-management technology.

At Villa Betania Clinic in Rome, Wavetec implemented a healthcare queue management ecosystem incorporating an M-13 self-service kiosk, Donatello Digital Signage, multilingual WhatsApp Queuing and Spectra dashboards. The deployment helped organize patient navigation across multiple service categories while providing greater operational visibility.

Wavetec also partnered with Clackamas County Courthouse in Oregon to modernize public-facing services for a facility designed to serve more than 430,000 residents. The deployment combines TDU self-service kiosks, Lobby Leader, LED counter displays, Donatello Digital Signage and Spectra real-time dashboards to organize visitor flow, automate queue handling and give administrators greater visibility into service performance.

These projects demonstrate how Wavetec combines in-house software, hardware, integration and support capabilities to address the operational requirements of complex, high-traffic service environments.

Supporting the Future of Patient-Centered Service

The addition of Mason Health to Wavetec’s customer portfolio reinforces Wavetec’s commitment to supporting healthcare organizations across North America.

Through connected queue management, appointment scheduling, self-service, digital signage, feedback management and AI-supported analytics, Wavetec helps healthcare teams build more organized and measurable service journeys while keeping patients and visitors at the center of the experience.

Contact Wavetec to learn more about intelligent patient journey management for hospitals, clinics and other healthcare facilities.

About Wavetec

Wavetec is a global customer experience and digital transformation company with 11 offices and solutions exported to more than 80 countries. Its portfolio includes Spectra Queue Management System, Cloud Appointment, Mobile-Q, WhatsApp Queuing, Donatello Digital Signage, Opinion Plus, self-service kiosks and AI-powered operational analytics.

By developing its hardware and software in-house and supporting deployment, integration and ongoing service, Wavetec helps organizations manage high-volume customer journeys across healthcare, government, banking, aviation, telecom and retail environments.