THE UNIVERSITY OF DODOMA

COLLEGE OF INFORMATICS AND VIRTUAL EDUCATION

DEPARTMENT OF INFORMATION SYSTEMS AND

TECHNOLOGY

FINAL YEAR PROJECT

PROGRESS II REPORT

ACADEMIC YEAR: 2025/2026

TITLE: SMART HOSPITAL QUEUE AND APPOINTMENT SCHEDULING

SYSTEM
STUDENT DETAILS
STUDENT’S NAME REGISTRATION PROGAMME
NUMBER
1. HENRY JUMANNE MAGESA T23-03-18822 Bsc-IS

2. THADEOUS FAIDA ROBERT T23-03-01838 Bsc-IS

3. AGNESS E ZENDA T23-03-20357 Bsc-IS

4. YUSUPH TITO NDIHWA T23-03-13635 Bsc-IS

5. JOSEPH LEONARD T23-03-17361 Bsc-IS

NAME OF SUPERVISORS SIGNATURE

Mr JOSEPH WANGOI …………….…..

TABLE OF CONTENTS

TABLE OF CONTENTS ........................................................................................................................ I

LIST OF TABLES ................................................................................................................................III
LIST OF FIGURES ...............................................................................................................................III
CHAPTER ONE INTRODUCTION ......................................................................................................1
1.1 Background and Context of the Study ..........................................................................................1
1.2 Problem Statement ........................................................................................................................1
1.3 Project Objectives .........................................................................................................................2
1.4 Research Questions .......................................................................................................................2
1.5 Significance of the Study ..............................................................................................................2
1.6 Scope and Delimitations of the Study ...........................................................................................2
CHAPTER TWO LITERATURE REVIEW ..........................................................................................4
2.1 Introduction ...................................................................................................................................4
2.2 Conceptual and Theoretical Foundations ......................................................................................4
2.2.2 Technology Acceptance Model (TAM) .....................................................................................4
2.2.3 Digital Transformation Theory ..................................................................................................4
2.2.4 Human Computer Interaction (HCI) ..........................................................................................5
2.3 Empirical Review of Related Studies ............................................................................................5
2.4 Review of Existing Systems ..........................................................................................................6
2.5 Research Gap / Design Gap...........................................................................................................7
2.6 Conceptual Framework .................................................................................................................8
2.7 Summary of the Literature Review ...............................................................................................8
CHAPTER THREE METHODOLOGY .................................................................................................9
3.1 Research Design / Project Approach .............................................................................................9
3.2 Target Users / Study Population / Data Sources ...........................................................................9
3.3 Requirements Gathering Methods ...............................................................................................10
3.4 Physical Design / Architecture / Modelling ................................................................................10
3.5 Development / Implementation Plan ...........................................................................................10
3.6 Evaluation and Validation Methods ............................................................................................11
3.7 System Requirements ..................................................................................................................11
CHAPTER FOUR .................................................................................................................................13
WORK DONE ON PROJECT ACTIVITIES AND MILESTONES ....................................................13
4.0 Chapter Introduction ...................................................................................................................13
4.1 Progress on Specific Objective One ............................................................................................13

I
 4.1.1 Summary of Activities for Specific Objective One ..................................................................13
4.1.2 Detailed Description of Activities and Outputs........................................................................14
4.2 Progress on Specific Objective Two ........................................................................................16
REFERENCES ......................................................................................................................................33
APPENDICES .......................................................................................................................................35
Interview Questions...........................................................................................................................35
Database Schema (SQL Scripts)\ ......................................................................................................36

II
LIST OF TABLES

Table 4.1: Activities for Specific Objective One……………………………………………17

Table 4.2: Summary of Key Literature Findings……………………………………………18
Table 4.3: Activities for Specific Objective Two …………………………………………20
Table 4.4 Activities for Specific Objective Three …………………………………...………26

LIST OF FIGURES

Figure 4.1: XAMPP services running and project files.………..………………………...28

Figure 4.2: database tables and relationship MySQL. ……………………………………….30
Figure 4.3: login with patient ID……… ……………………………………………………..27
Figure 4.4 patient registration dashboard…………………………………………………….31
Figure 4.5 appointment booking functionality.…………………………………………...32
Figure 4.6 queue number generation and queue status monitoring…………………………..33
Figure 4.7 administrator dashboard.…………………...…………………………………….34

III
CHAPTER ONE INTRODUCTION

1.1 Background and Context of the Study

Hospital environments continuously experience challenges in managing patient queues,

appointment allocation, and service flow, resulting in overcrowding and long waiting times.
Most healthcare facilities in Tanzania still depend on manual or semi-digital systems for
registration, queue assignment, and scheduling. As hospitals grow busier due to population
increase and healthcare demand, traditional approaches become inefficient and fail to support
real-time monitoring and patient prioritization.

Digital transformation in healthcare introduces the need for automated queue management and
e-appointment systems that improve patient experience. Technologies such as web-based
portals, mobile applications, and automated scheduling algorithms allow hospitals to
streamline patient flow, reduce administrative workload, and allocate consultation slots
efficiently. Therefore, a Smart Hospital Queue and Appointment Scheduling System can
address the inefficiencies seen in current healthcare operations by providing real-time queue
tracking, automated priority handling, and virtual appointment booking.

1.2 Problem Statement

Most hospitals continue to rely on manual queue and appointment management systems, which
lead to prolonged patient waiting times and overcrowded reception areas. These systems make
it difficult to effectively prioritize emergency cases or patients with high medical needs,
resulting in delays in critical care.

In addition, poor communication of queue status often causes confusion and dissatisfaction
among patients. Hospital staff also experience a high workload as they are required to manually
manage queues and call patients, which reduces operational efficiency.

Furthermore, the absence of real-time visibility into consultation flow limits both patients and
doctors in planning and coordinating care. If these challenges remain unresolved, hospitals will
continue to face inefficiencies, patient congestion, and reduced service satisfaction.

1
 1.3 Project Objectives

1.3.1 Main Objective

To develop an integrated digital platform that automates patient appointment booking and
optimizes real-time outpatient department queue management to reduce patient wait times and
improve hospital operational efficiency.

1.3.2 Specific Objectives

1. To gather functional and non-functional requirements from all key stakeholders

2. To design the system architecture and user interfaces based on the gathered requirements.
3. To develop a fully functional prototype of the Smart Hospital Queue and Appointment
Scheduling System.

1.4 Research Questions

i. How can digital automation improve queue and appointment management in hospitals?

ii. What features are required for an efficient smart queue and appointment scheduling system?

iii. How can emergencies and priority cases be handled without disrupting the queue flow?

iv. To what extent does the implemented system improve hospital efficiency and patient
experience?

1.5 Significance of the Study

• Academic Significance: Contributes to knowledge in digital healthcare systems, information

system automation, and human-computer interaction.
• Practical Significance: Reduces workload on hospital staff, improves resource utilization, and
enhances service accuracy.
• Societal Significance: Minimizes waiting time, reduces congestion, improves service delivery,
and supports patient-centered healthcare.
1.6 Scope and Delimitations of the Study

Scope:

2
The Smart Queue and Appointment Scheduling System focuses on developing a digital
solution to manage customer queues and appointments efficiently. The system allows users to
book appointments in advance, receive queue numbers, and view real-time queue status.
Administrators can manage schedules, monitor queues, and control service flow. The project
aims to reduce waiting time, minimize overcrowding, and improve delivery service. The scope
is limited to basic scheduling, queue management, and notification features without advanced
integrations.

Limitations:

i. Full patient medical records (EMR) integration

ii. Billing, payment, or insurance automation

iii. AI-based diagnosis or clinical decision systems

3
CHAPTER TWO LITERATURE REVIEW

2.1 Introduction

This chapter presents a review of literature relevant to the design and development of a Smart
Hospital Queue and Appointment Scheduling System. The review covers conceptual and
theoretical foundations, empirical studies, existing systems, and research gaps. It provides the
academic basis for the project and demonstrates how the proposed solution contributes to
improving healthcare workflow through automated queue and appointment management.

2.2 Conceptual and Theoretical Foundations

The development of a smart queue and appointment scheduling system is guided by several
theories, models, and concepts that explain how technology can improve healthcare
management.

2.2.1 Queueing Theory

Queueing Theory focuses on optimizing service delivery where demand exceeds capacity. In
hospitals, it is used to model waiting lines, prioritize patients, and minimize service delays. The
theory helps the system determine how to re-order patients, manage queue lengths, and allocate
consultation time efficiently.

2.2.2 Technology Acceptance Model (TAM)

The Technology Acceptance Model (TAM) explains user acceptance of new systems based on
perceived usefulness and ease of use. In the context of this study, TAM supports the need for
a user-friendly system that patients and staff can easily interact with to improve adoption rates.

2.2.3 Digital Transformation Theory

Digital Transformation Theory highlights how ICT solutions can replace manual processes to
enhance performance, accountability, and efficiency. This theory justifies the transition from
traditional hospital queueing methods to modern, automated, web-based systems.

4
2.2.4 Human Computer Interaction (HCI)

HCI principles guide the user interface and experience design. They ensure the system is
intuitive, simple to navigate, and accessible for individuals with different technology literacy
levels. Good HCI reduces user errors and improves system usability and satisfaction.

2.3 Empirical Review of Related Studies

Several studies have investigated automated hospital queueing and appointment scheduling,
demonstrating the importance of digital tools in healthcare operations.

A study by Karthikeyan et al. (2021) reported that digital queue management systems reduce
average waiting times by up to 40% and allow hospitals to predict service demand more
accurately. Another study by Mubaraka & Nyambo (2020) in East African hospitals identified
that manual registration processes are the primary cause of congestion and delays in outpatient
departments.

Chong & Rahman (2022) examined online appointment systems and found that automated
booking minimizes scheduling conflicts and improves communication between patients and
hospitals. Similarly, Ahmed (2019) noted that incorporating emergency prioritization
mechanisms in queue systems leads to better resource utilization and patient safety.

Guo et al. (2011) conducted an empirical study at Xijing Hospital in China to evaluate the
impact of a web-based outpatient appointment system. Using hospital operational data, the
study found that patients who booked appointments online experienced significantly shorter
waiting times and higher satisfaction compared to walk-in patients. However, the authors
reported challenges related to appointment no-shows, emphasizing the importance of
cancellation and reminder mechanisms.

However, despite these advancements, most existing systems lack integrated real-time
updating, emergency handling, and notification features highlighting a gap for improvement,
especially in developing healthcare environments like Tanzania.

5
 2.4 Review of Existing Systems

1. Electronic Queue Management Systems (EQMS)

Electronic Queue Management Systems use ticket machines and display screens to organize
patient queues within hospital facilities. Patients receive queue numbers upon arrival and wait
to be called.

Strengths:

• Organized patient flow within hospital premises

• Reduced physical crowding around service counters

Limitations:

• Patients must be physically present to obtain queue numbers

• No remote appointment scheduling
• Limited or no priority handling
• No predictive waiting time estimation

2. Existing Computerized Systems

Some organizations use computerized systems such as desktop applications, web applications,
or mobile applications to perform similar tasks.

Advantages:

• Faster data processing

• Improved data storage and retrieval

Limitations:

• High development and maintenance costs

• Poor user interface and user experience

3. Existing Artefacts / Tools

Existing artefacts such as databases, spreadsheets, and standalone software tools are also used
to support operations related to the project.

6
 Limitations:

• Lack automation
• Require manual intervention

The comparison indicates that existing systems either lack automation, scalability, or integrated
queue logic. This justifies the creation of a hybrid solution with scheduling, dynamic queueing,
and notification support.

2.5 Research Gap / Design Gap

The review reveals several gaps in current solutions:

i. Limited support for real-time queue updates when patients cancel or miss appointments.

ii. Lack of automated prioritization for emergencies, elderly, and critical patients.

iii. Absence of integrated SMS/Email/mobile notifications for queue alerts and reminders.

iv. Minimal focus on usability and adoption factors in local (Tanzanian) healthcare settings.

v. Limited capability to handle remote booking and in-hospital registration from a single
platform.

The proposed Smart Hospital Queue and Appointment Scheduling System aims to fill these
gaps by providing:

i. A web-based appointment and queue management platform

ii. Real-time queue reordering algorithms

iii. Priority-based patient handling

iv. Automated notification module

v. A usable system tailored for local healthcare needs

7
 2.6 Conceptual Framework

Inputs:

• Patient registration
• Appointment request
• Priority status
• Schedule availability
Processes:

• Queue algorithm
• Prioritization engine
• Scheduling logic
• Admin management
Outputs:

• Queue number
• Appointment confirmation
• Notifications
• Updated dashboard
Outcomes:

• Reduced waiting time

• Improved workflow
• Enhanced patient experience

2.7 Summary of the Literature Review

The literature reviewed demonstrates that healthcare queue and appointment challenges still
exist due to manual processes, lack of automation, and insufficient prioritization. Theories such
as Queueing Theory, TAM, Digital Transformation, and HCI support the design and
development of an intelligent system tailored to improve efficiency and user adoption. The
proposed solution contributes academically and practically by addressing the research gaps
identified.

8
 CHAPTER THREE METHODOLOGY

3.1 Research Design / Project Approach

For a Smart Queue and Appointment Scheduling System, the best and most suitable project
methodology is Agile Methodology. A smart queue and appointment system is user-centric,
interactive, and often changes based on user feedback. Agile fits due to the following reasons:

1. Requirements can change easily: Features like real-time queue updates, appointment
reminders, admin dashboards, and mobile/web access may evolve during development. Agile
allows you to adjust requirements at any stage without restarting the project.
2. Incremental development: You can build the system in small working modules, for example:

o User registration
o Appointment booking
o Queue management
o Notifications (SMS)
3. Continuous testing and feedback: Errors are detected early. Users (or supervisors) can test
each version and suggest improvements.
4. Suitable for software-based systems: Since your project involves database, user interfaces,
and server-side logic with web integration.

3.2 Target Users / Study Population / Data Sources

The primary users of the system will include:

• Patients: Book appointments, check queue status, receive notifications.

• Reception/Registration Staff: Patient and Visitor Reception
• Doctors: Access schedules, patient queue lists, and consultation order.
• Hospital IT: Configure departments, manage users, monitor activity logs.

Data Sources included:

• Existing hospital workflow observations

• Interviews with medical staff and patients
• Scheduling records, queue logs, and attendance data

9
 3.3 Requirements Gathering Methods

The requirements for the Smart Hospital Queue and Appointment Scheduling System were
gathered using interviews. Structured and semi-structured interviews were conducted with
hospital staff, including receptionists and healthcare providers, to obtain detailed information
about the existing appointment scheduling and queue management processes. The interviews
helped to identify key challenges such as long waiting times, lack of real-time queue updates,
difficulties in handling emergency cases, and inefficiencies in manual record keeping. Through
direct interaction with system users, functional and non-functional requirements were collected,
ensuring that the proposed system addresses real operational needs and aligns with hospital
workflows.

3.4 Physical Design / Architecture / Modelling

The system will adopt a three-tier architecture:

• Presentation Layer: User interface (HTML, CSS, JavaScript, Bootstrap)

• Application Layer: Business logic, queue algorithm (PHP)
• Database Layer: Patient profiles, schedules, queue status (MySQL)

3.5 Development / Implementation Plan

The system will be developed using an iterative/agile approach, allowing progressive

enhancement. The system development process will be carried out in several structured phases:

1. Setup and environment configuration: Installing required software tools and preparing the
development environment.
2. Backend development: Database design and implementation, core system logic development
(appointment scheduling, queue management, priority handling modules).
3. Frontend development: Designing user interfaces and implementing responsive web pages.
4. Integration phase: Combining backend and frontend modules, testing data flow, verifying
user interactions.
5. Deployment phase: Installing the system on a local server or hosting environment for trial use
and evaluation.

10
 Technologies Used:

• Frontend: HTML, CSS, Bootstrap, JavaScript

• Backend: PHP
• Database: MySQL
• Server: XAMPP
• Notification Tools: SMS Gateway

3.6 Evaluation and Validation Methods

The system will be evaluated using several testing methods:

• Functional testing: Verify that all system modules operate as intended.

• Usability testing: System Usability Scale (SUS) to measure user satisfaction and ease of use.
• Performance testing: Assess system responsiveness, queue updating speed, and scheduling
efficiency.
• Expert review: Healthcare staff feedback on functionality and workflow suitability.

Success Indicators:

• The system will reduce waiting time

• Improved schedule accuracy
• Positive user experience scores
• Faster queue updates after patient drop/cancellation

3.7 System Requirements

3.7.1 Hardware Requirements

• Computer or server (8GB RAM, 2.0 GHz processor minimum)

• Local network (router)
• Mobile device (optional for testing notifications)

11
 3.7.2 Software Requirements

• XAMPP
• VS Code
• Web browsers (Chrome/Firefox)

12
CHAPTER FOUR

WORK DONE ON PROJECT ACTIVITIES AND MILESTONES

4.0 Chapter Introduction

This chapter presents the progress made in implementing the specific objectives of
the project. For each objective, the activities undertaken, expected outputs, and
implementation status are summarized in tabular form. A detailed description of the
milestones achieved is provided to demonstrate evidence of work completed during
this reporting period.

4.1 Progress on Specific Objective One

Specific Objective One: To gather functional and non-functional requirements from all key
stakeholders

4.1.1 Summary of Activities for Specific Objective One

Table 1: outlines the planned activities, expected deliverables, evidence produced,

and the current implementation status related to specific objective one.

Table 1: Activities for Specific Objective One

S/N Activity Expected Output Evidence Completion

Produced Status (%)

1 Literature review Literature summary matrix Table 2 98%

(Summary of
Key Literature
Findings)

2 Stakeholder Interview transcripts Appendix I 90%

interviews (Sample
Interview
Transcripts)

3 Requirements Software Requirements SRS Document 90%

documentation Specification (SRS) (Section [Link])

4 Requirements Validated requirements list Figure 4.1 90%

validation (Requirements

13
 Validation
Session)
4.1.2 Detailed Description of Activities and Outputs

[Link] Literature Review Activity

i. Purpose of the Activity:

This activity was necessary to establish a theoretical foundation for the project,
understand existing solutions, identify research gaps, and gather preliminary
requirements for the proposed system. The literature review helped the team
understand what features have been successfully implemented in similar systems
worldwide and what challenges other researchers have encountered.

ii. Methodology/Tools Use

• Tools: Google Scholar, ResearchGate, university library database, Mendeley

for reference management
• Search keywords: "hospital queue management system," "electronic
appointment scheduling," "healthcare waiting time reduction," "patient
prioritization algorithms"
• Framework: Systematic literature review approach

iii. Steps Followed:

1. Identified relevant academic databases and search terms

2. Conducted initial searches and collected approximately 30 relevant papers
3. Screened papers based on relevance to project objectives
4. Extracted key findings, methodologies, and system features
5. Organized findings into a literature summary matrix
6. Synthesized information to identify design gaps and requirements

iv. Output/Milestone Achieved:

A comprehensive literature summary matrix was produced containing key findings from 15 core
research papers related to hospital queue management and appointment scheduling system

14
v. Evidence of Completion:

Table 2: Summary of Key Literature Findings

Author(s) Year Focus Area Key Findings Relevance to

Project

Karthikeyan et 2021 Digital queue Justifies queue

al. management 40% reduction automation
in waiting time
Mubaraka & 2020 East African
Nyambo hospitals Manual Context
registration relevance for
causes Tanzania
congestion

Chong & 2022 Online Reduced Supports web-

Rahman appointment scheduling based booking
systems conflicts

Guo et al. 2011 Web-based Online booking Informs

outpatient reduces waiting reminder feature
system times; no-show
challenge

Bidari et al. 2021 Emergency Queue Supports

department management priority
waiting improves handling
satisfaction

Lakshmi & 2013 Queueing Theoretical Informs queue

Sivakumar theory in foundation for algorithm
healthcare queue design
optimization

15
vi. Challenges Encountered

Challenge: Limited access to some full-text research articles behind paywalls.

Resolution: Utilized university library access, requested papers through inter-library loan, and
focused on open-access journals and available abstracts.

4.2 Progress on Specific Objective Two

➢ To design the system architecture and user interfaces based on the gathered
requirements.
i. 4.1.1 Summary of Activities for Specific Objective Two

This section summarizes the activities undertaken to achieve Specific Objective Two. The
activities focused on translating the gathered requirements into a well-structured system
architecture and intuitive user interfaces. These activities ensured that the Smart Hospital
Queue and Appointment Scheduling System would effectively support appointment booking,
queue management, patient tracking, and administrative operations.

Table 3: Activities for Specific Objective Two

S/N Activity Expected Evidence Completion

Output Produced Status (%)

1 Requirements Refined system Table 4.2.1 100%

analysis review requirements

2 System System Figure 4.1 100%

architecture architecture
design diagram

3 Database design Entity Figure 4.2 90%

Relationship
Diagram (ERD)

4 User interface Wireframe Figure 4.3 100%

wireframe layouts
design

16
 5 Queue Queue Appendix A
management workflow
module design design 85%

6 Appointment Scheduling Appendix B 85%

scheduling workflow
module design diagram

4.1.2 Detailed Description of Activities and Outputs

[Link] Requirements Analysis Review

i. Purpose of the Activity

The purpose of this activity was to review and refine the functional and non-functional
requirements gathered from hospital staff and patients. This was necessary to ensure that the
system design accurately addressed user needs and operational challenges.

ii. Methodology/Tools Used

Requirement analysis techniques, stakeholder consultations, interview findings, and Microsoft

Word documentation tools were used.

iii. Steps Followed

• Reviewed all requirements collected during system analysis.

• Categorized requirements into functional and non-functional groups.

• Removed duplicate and conflicting requirements.

• Validated the requirements with intended users.

iv. Output/Milestone Achieved

A finalized set of system requirements was produced to guide system design activities.

v. Evidence of Completion

The finalized requirements are presented in Table 4.2.1.

17
vi. Challenges Encountered

Some requirements from different stakeholders conflicted with one another. Additional
consultations were conducted to harmonize the requirements.

[Link] System Architecture Design

i. Purpose of the Activity

This activity was conducted to develop a high-level structure showing how the system
components interact with each other.

ii. Methodology/Tools Used

Unified Modeling Language (UML), [Link], and system architecture design principles were
used.

iii. Steps Followed

• Identified major system components.

• Defined communication between modules.

• Designed the architecture showing users, application modules, and database

interactions.

• Reviewed the architecture for consistency and scalability.

iv. Output/Milestone Achieved

A complete system architecture diagram was developed.

v. Evidence of Completion

Figure 4.1 presents the system architecture diagram.

vi. Challenges Encountered

Integrating queue management and appointment scheduling modules within a unified

architecture required several design revisions.

18
[Link] Database Design

i. Purpose of the Activity

The purpose was to create a database structure capable of storing patient information,
appointments, queue records, staff details, and system logs.

ii. Methodology/Tools Used

MySQL Workbench, database normalization techniques, and ERD modeling were used.

iii. Steps Followed

• Identified system entities.

• Defined entity attributes.

• Established relationships among entities.

• Created the Entity Relationship Diagram (ERD).

iv. Output/Milestone Achieved

A normalized database design and ERD were developed.

v. Evidence of Completion

Figure 4.2 shows the Entity Relationship Diagram.

vi. Challenges Encountered

Maintaining data consistency while minimizing redundancy required multiple normalization

stages.

[Link] User Interface Wireframe Design

i. Purpose of the Activity

The activity aimed to provide a visual representation of how users would interact with the
system before full implementation.

ii. Methodology/Tools Used

Figma, Balsamiq, and user-centered design principles were utilized.

19
iii. Steps Followed

• Identified user roles.

• Designed page layouts.

• Created wireframes for major system pages.

• Reviewed wireframes with stakeholders.

iv. Output/Milestone Achieved

Complete wireframes for patient, doctor, and administrator interfaces were produced.

v. Evidence of Completion

Figure 4.3 presents the developed wireframes.

vi. Challenges Encountered

Balancing simplicity and functionality in the interface design required several modifications.

[Link] Queue Management Module Design

i. Purpose of the Activity

The purpose was to design the queue management functionality responsible for patient queue
allocation and monitoring.

ii. Methodology/Tools Used

Workflow modeling, UML activity diagrams, and process analysis techniques.

iii. Steps Followed

• Analyzed patient queue procedures.

• Defined queue processing workflows.

• Designed queue status tracking mechanisms.

• Developed module specifications.

20
iv. Output/Milestone Achieved

A complete queue management workflow design was produced.

v. Evidence of Completion

Appendix A contains the queue management workflow diagrams.

vi. Challenges Encountered

Different hospital departments followed varying queue procedures, requiring a flexible design
approach.

[Link] Appointment Scheduling Module Design

i. Purpose of the Activity

The activity aimed to design the module responsible for appointment booking, rescheduling,
and cancellation.

ii. Methodology/Tools Used

Workflow modeling, UML diagrams, and requirement analysis techniques.

iii. Steps Followed

• Identified appointment scheduling requirements.

• Developed scheduling workflows.

• Designed appointment conflict detection mechanisms.

• Created module specifications.

iv. Output/Milestone Achieved

A comprehensive appointment scheduling workflow was produced.

v. Evidence of Completion

Appendix B contains appointment scheduling diagrams and workflow models.

vi. Challenges Encountered

Managing appointment conflicts and time-slot allocation required additional workflow

refinement.

21
4.2 Summary of Chapter

This chapter presented the progress achieved toward Specific Objective Two, which focused
on designing the system architecture and user interfaces for the Smart Hospital Queue and
Appointment Scheduling System. Activities undertaken included requirements review, system
architecture design, database modeling, user interface design, navigation flow development,
and module design. Evidence in the form of figures, tables, diagrams, and appendices was
provided to demonstrate progress. The implementation status of each activity indicates
substantial progress toward achieving the objective, thereby establishing a strong foundation
for the subsequent system development phase.

4.3 Progress on Specific Objective Three

Specific Objective Three

➢ To develop a fully functional prototype of the Smart Hospital Queue and Appointment
Scheduling System.

4.3.1 Summary of Activities for Specific Objective Three

This section summarizes the activities undertaken to achieve Specific Objective Three. The
activities focused on transforming the approved system design into a working prototype
capable of supporting hospital queue management and appointment scheduling functions. Each
activity contributed directly to the development and testing of the system prototype.

Table 4.3: Activities for Specific Objective Three

S/N Activity Expected output Evidence Completion
produced status
1 Development Configured Figure 4.6 100%
environment set development
up environment

2 Database Functional Figure 4.7 100%

implementation system database

3 User Login and Figure 4.8 100%

authentication registration
module module
development

4 Patient Patient Figure 4.9 95%

management information

22
 module management
development module

5 Appointment Appointment Figure 4.10 90%

scheduling booking
module functionality
development

6 Queue Automated queue Figure 4.11 90%

management management
module functionality
development

7 Administrator Administrative Figure 4.12 85%

dashboard dashboard
development

8 System Integrated system Appendix D 80%

integration modules

9 Prototype testing Test Report and Appendix E 75%

and debugging corrected errors

4.3.2 Detailed Description of Activities and Outputs

[Link] Development Environment Setup

i. Purpose of the Activity

The purpose of this activity was to establish the software and hardware environment required
for system development.

ii. Methodology/Tools Used

XAMPP, Visual Studio Code, MySQL, HTML, CSS, JavaScript, PHP, and web browsers were
used.

iii. Steps Followed

Installed XAMPP server.

Configured Apache and MySQL services.

Installed Visual Studio Code.

Created the project directory structure.

Connected the development environment to the database.

23
iv. Output/Milestone Achieved

A fully configured development environment was prepared for system implementation.

v. Evidence of Completion

Figure 4.1: Screenshot of the configured development environment showing XAMPP services
running and project files.

Figure 4.1 XAMPP services running and project files.

vi. Challenges Encountered

Initial database connection issues were resolved by reconfiguring server settings and
connection parameters.

[Link] Database Implementation

i. Purpose of the Activity

The activity aimed to implement the database structure developed during the design phase.

ii. Methodology/Tools Used

MySQL Workbench, phpMyAdmin, and database normalization techniques.

iii. Steps Followed

➢ Created database tables.

24
 ➢ Defined primary and foreign keys.
➢ Implemented relationships among entities.
➢ Populated sample data for testing.

iv. Output/Milestone Achieved

A functional database supporting all system operations was developed.

v. Evidence of Completion

Figure 4.2: Screenshot of database tables and relationships in phpMyAdmin or MySQL

Workbench.

Figure 4.2 database tables and relationships in phpMyAdmin or MySQL Workbench.

vi. Challenges Encountered

Several table relationships required modification to maintain referential integrity.

[Link] User Authentication Module Development

i. Purpose of the Activity

This activity was necessary to provide secure access to the system for patients, doctors, and
administrators.

25
ii. Methodology/Tools Used

PHP, MySQL, HTML, CSS, JavaScript, and session management techniques.

iii. Steps Followed

• Designed login and registration forms.

• Developed authentication scripts.
• Implemented password validation.
• Tested login and logout functionality.

iv. Output/Milestone Achieved

A secure user authentication module was developed.

v. Evidence of Completion

Figure 4.3: Screenshot of login with patient ID

Figure 4.3 login with patient ID

vi. Challenges Encountered

Session timeout issues were resolved through proper session handling techniques.

[Link] Patient Management Module Development

i. Purpose of the Activity

26
The purpose was to enable storage, retrieval, and management of patient records.

ii. Methodology/Tools Used

PHP, MySQL, HTML, CSS, and CRUD implementation techniques.

iii. Steps Followed

• Developed patient registration forms.

• Created patient profile management pages.
• Implemented record update and deletion functions.
• Tested data validation mechanisms.

iv. Output/Milestone Achieved

A functional patient management module was developed.

v. Evidence of Completion

Figure 4.4: Screenshot showing patient registration and management interfaces.

Figure 4.4 patient registration dashboard

vi. Challenges Encountered

Input validation errors were identified and corrected during testing.

[Link] Appointment Scheduling Module Development

27
i. Purpose of the Activity

The activity aimed to enable patients to book, modify, and cancel appointments.

ii. Methodology/Tools Used

PHP, JavaScript, MySQL, and scheduling algorithms.

iii. Steps Followed

• Developed appointment booking forms.

• Created doctor availability management functions.
• Implemented appointment conflict detection.
• Conducted module testing.

iv. Output/Milestone Achieved

A functional appointment scheduling module was implemented.

v. Evidence of Completion

Figure 4.5: Screenshot showing appointment booking functionality.

Figure 4.5 appointment booking functionality.

vi. Challenges Encountered

Preventing duplicate appointments required additional validation logic.

28
[Link] Queue Management Module Development

i. Purpose of the Activity

The purpose was to automate queue allocation and monitoring within hospital departments.

ii. Methodology/Tools Used

PHP, JavaScript, MySQL, and queue management algorithms.

iii. Steps Followed

• Developed queue generation logic.

• Implemented queue numbering mechanisms.
• Designed queue status monitoring features.
• Conducted functionality testing.

iv. Output/Milestone Achieved

An operational queue management module was developed.

v. Evidence of Completion

Figure 4.6: Screenshot showing queue number generation and queue status monitoring.

29
Figure 4.6 queue number generation and queue status monitoring.

vi. Challenges Encountered

Queue prioritization rules required several revisions to improve efficiency.

[Link] Administrator Dashboard Development

i. Purpose of the Activity

The activity aimed to provide administrators with system monitoring and management
capabilities.

ii. Methodology/Tools Used

PHP, HTML, CSS, JavaScript, Bootstrap, and MySQL.

iii. Steps Followed

• Designed dashboard layout.

• Developed statistical reporting components.
• Implemented user management functions.
• Integrated appointment and queue monitoring tools.

iv. Output/Milestone Achieved

A functional administrator dashboard was developed.

v. Evidence of Completion

Figure 4.7: Screenshot of the administrator dashboard.

30
Figure 4.7 administrator dashboard.

vi. Challenges Encountered

Displaying large amounts of information while maintaining usability required interface

optimization.

[Link] System Integration

i. Purpose of the Activity

This activity was conducted to combine all developed modules into a single operational system.

ii. Methodology/Tools Used

Integration testing techniques, PHP, MySQL, and browser testing tools.

iii. Steps Followed

• Connected system modules.

• Verified data flow between modules.
• Tested interactions among components.
• Corrected integration errors.

iv. Output/Milestone Achieved

An integrated Smart Hospital Queue and Appointment Scheduling System prototype was
produced.

31
v. Evidence of Completion

Appendix III: Screenshots demonstrating successful interaction among modules.

vi. Challenges Encountered

Data synchronization issues were resolved through database query optimization.

[Link] Prototype Testing and Debugging

i. Purpose of the Activity

The purpose was to verify system functionality and identify implementation errors.

ii. Methodology/Tools Used

Black-box testing, system testing, usability testing, and debugging tools.

iii. Steps Followed

Prepared test cases.

Executed system testing.

Recorded identified issues.

Corrected errors and re-tested functionality.

iv. Output/Milestone Achieved

A tested and improved prototype was produced.

v. Evidence of Completion

Appendix III: Test cases, testing results, and debugging reports.

vi. Challenges Encountered

Some functionality failed under unusual user inputs and was corrected through additional
validation controls.

32
 REFERENCES

1. Ahmed, S. (2019). Emergency prioritization in hospital queue systems. International Journal

of Emergency Services, 8(2), 145-158.
2. Ala, A., & Rashid, M. (2022). Appointment scheduling problem in complex healthcare systems:
A comprehensive review. Data, 7(3), 47. [Link]
3. Bidari, A., Jafarnejad, S., & Alaei Faradonbeh, N. (2021). Effect of queue management system
on patient satisfaction in emergency department waiting rooms. International Journal of
Emergency Medicine, 14(1), 1-9. [Link]
4. Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of
information technology. MIS Quarterly, 13(3), 319-340.
5. Guo, X., et al. (2011). Impact of web-based outpatient appointment system at Xijing Hospital:
An empirical study. Journal of Medical Internet Research, 13(4), e88.
6. Gupta, D., & Denton, B. (2008). Appointment scheduling in health care: Challenges and
opportunities. Health Care Management Science, 11(3), 165-
178. [Link]
7. Handayani, D. P., Suryani, E., & Chandra, R. (2020). Patient queue system in hospital using
patient treatment time prediction algorithm. Kinetik: Game Technology, Information System,
Computer Network, Computing, Electronics, and Control, 5(3), 217-
224. [Link]
8. Journal of Pharmaceutical Research International. (2021). Quick response code based online
appointment system. Journal of Pharmaceutical Research International, 33(45B), 45-
52. [Link]
9. Karthikeyan, R., et al. (2021). Digital queue management in healthcare: A case
study. International Journal of Healthcare Management, 14(3), 723-730.
10. Lakshmi, C., & Sivakumar, A. I. (2013). Application of queueing theory in healthcare: A
literature review. Operations Research for Health Care, 2(1-2), 25-
39. [Link]
11. Mubaraka, C. M., & Nyambo, D. (2020). Challenges of manual registration processes in East
African hospitals. East African Journal of Public Health, 17(2), 112-120.
12. National Academies of Sciences, Engineering, and Medicine. (2015). Issues in access,
scheduling, and wait time. The National Academies Press. [Link]
13. Norman, D. (2013). The design of everyday things (Revised ed.). Basic Books.

33
14. Vial, G. (2019). Understanding digital transformation: A review and a research agenda. The
Journal of Strategic Information Systems, 28(2), 118-144.
15. Zhao, P., Yoo, I., Lavoie, J., Lavoie, B. J., & Simoes, E. (2017). Web-based medical
appointment systems: A systematic review. Journal of Medical Internet Research, 19(4),
e134. [Link]

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 X III

APPENDICES

Interview Questions

Interview with Reception Staff

Date: February 15, 2026
Duration: 15 minutes
Interviewer: "Can you describe the current process for managing patient queues?"
Respondent: "Currently, patients come to reception, we give them a paper slip with a
number, and they wait in the waiting area. We call them manually when the doctor is ready.
Sometimes we lose track of who came first when it gets very busy."

Interviewer: "What challenges do you face with this system?"

Respondent: "The biggest challenge is when emergency patients arrive. We have to
manually rearrange the queue, and other patients get angry. Also, patients keep coming to
ask 'how many people are before me?' which interrupts our work."

Interviewer: "What features would you like to see in a new system?"

Respondent: "I would like a screen showing queue numbers and estimated waiting times.
Also, a way to automatically prioritize emergency cases without causing confusion. SMS
reminders would be good too, because many patients forget their appointments."

35
 X III

Database Schema (SQL Scripts)\

Smart Hospital Queue System Database Schema

Version 1.0
Created: March 2026

CREATE DATABASE IF NOT EXISTS smart_hospital_queue;

USE smart_hospital_queue;

Users table
CREATE TABLE users (
id INT AUTO_INCREMENT PRIMARY KEY,
username VARCHAR(50) UNIQUE NOT NULL,
password VARCHAR(255) NOT NULL,
email VARCHAR(100) UNIQUE NOT NULL,
role ENUM('patient', 'reception', 'doctor', 'admin') NOT NULL,
created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
updated_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP ON UPDATE
CURRENT_TIMESTAMP
);

Patients table
CREATE TABLE patients (
id INT AUTO_INCREMENT PRIMARY KEY,
user_id INT UNIQUE,
first_name VARCHAR(50) NOT NULL,
last_name VARCHAR(50) NOT NULL,
phone VARCHAR(15),
dob DATE,
address TEXT,
emergency_contact VARCHAR(50),
emergency_phone VARCHAR(15),

36
 X III

created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,

updated_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP ON UPDATE
CURRENT_TIMESTAMP,
FOREIGN KEY (user_id) REFERENCES users(id) ON DELETE CASCADE
);

Departments table
CREATE TABLE departments (
id INT AUTO_INCREMENT PRIMARY KEY,
name VARCHAR(100) NOT NULL,
description TEXT,
created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
updated_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP ON UPDATE
CURRENT_TIMESTAMP
);

Doctors table
CREATE TABLE doctors (
id INT AUTO_INCREMENT PRIMARY KEY,
user_id INT UNIQUE,
department_id INT,
specialty VARCHAR(100),
qualification VARCHAR(200),
created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
updated_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP ON UPDATE
CURRENT_TIMESTAMP,
FOREIGN KEY (user_id) REFERENCES users(id) ON DELETE CASCADE,
FOREIGN KEY (department_id) REFERENCES departments(id) ON DELETE
SET NULL
);

37
 X III

Doctor schedules table

CREATE TABLE doctor_schedules (
id INT AUTO_INCREMENT PRIMARY KEY,
doctor_id INT NOT NULL,
day_of_week TINYINT NOT NULL, -- 1=Monday, 7=Sunday
start_time TIME NOT NULL,
end_time TIME NOT NULL,
slot_duration INT DEFAULT 30, -- minutes
created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
updated_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP ON UPDATE
CURRENT_TIMESTAMP,
FOREIGN KEY (doctor_id) REFERENCES doctors(id) ON DELETE
CASCADE,
UNIQUE KEY unique_schedule (doctor_id, day_of_week)
);

Appointments table
CREATE TABLE appointments (
id INT AUTO_INCREMENT PRIMARY KEY,
patient_id INT NOT NULL,
doctor_id INT NOT NULL,
department_id INT NOT NULL,
appointment_date DATE NOT NULL,
appointment_time TIME NOT NULL,
status ENUM('scheduled', 'checked-in', 'completed', 'cancelled', 'no-show')
DEFAULT 'scheduled',
notes TEXT,
created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
updated_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP ON UPDATE
CURRENT_TIMESTAMP,

38
 X III

FOREIGN KEY (patient_id) REFERENCES patients(id) ON DELETE

CASCADE,
FOREIGN KEY (doctor_id) REFERENCES doctors(id) ON DELETE
CASCADE,
FOREIGN KEY (department_id) REFERENCES departments(id) ON DELETE
CASCADE,
UNIQUE KEY unique_appointment (doctor_id, appointment_date,
appointment_time)
);

Queue table
CREATE TABLE queue (
id INT AUTO_INCREMENT PRIMARY KEY,
appointment_id INT UNIQUE,
patient_id INT NOT NULL,
doctor_id INT NOT NULL,
department_id INT NOT NULL,
queue_number VARCHAR(10) NOT NULL,
priority TINYINT DEFAULT 3, -- 1=Emergency, 2=High, 3=Normal
status ENUM('waiting', 'called', 'in-consultation', 'completed', 'cancelled')
DEFAULT 'waiting',
entered_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
called_at TIMESTAMP NULL,
completed_at TIMESTAMP NULL,
estimated_wait INT NULL, -- minutes
FOREIGN KEY (appointment_id) REFERENCES appointments(id) ON
DELETE CASCADE,
FOREIGN KEY (patient_id) REFERENCES patients(id) ON DELETE
CASCADE,
FOREIGN KEY (doctor_id) REFERENCES doctors(id) ON DELETE
CASCADE,

39
 X III

FOREIGN KEY (department_id) REFERENCES departments(id) ON DELETE

CASCADE
);

Notifications table
CREATE TABLE notifications (
id INT AUTO_INCREMENT PRIMARY KEY,
user_id INT NOT NULL,
type ENUM('appointment_reminder', 'queue_update', 'cancellation', 'emergency')
NOT NULL,
channel ENUM('sms', 'email', 'in_app') DEFAULT 'in_app',
message TEXT NOT NULL,
sent_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
status ENUM('pending', 'sent', 'failed') DEFAULT 'pending',
FOREIGN KEY (user_id) REFERENCES users(id) ON DELETE CASCADE
);

Reports table
CREATE TABLE reports (
id INT AUTO_INCREMENT PRIMARY KEY,
generated_by INT NOT NULL,
report_type VARCHAR(50) NOT NULL,
date_range_start DATE,
date_range_end DATE,
file_path VARCHAR(255),
created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,

40
 X III

FOREIGN KEY (generated_by) REFERENCES users(id) ON DELETE

CASCADE
);

Create indexes for performance

CREATE INDEX idx_appointments_date ON appointments(appointment_date);
CREATE INDEX idx_appointments_status ON appointments(status);
CREATE INDEX idx_queue_status ON queue(status);
CREATE INDEX idx_queue_priority ON queue(priority);
CREATE INDEX idx_notifications_status ON notifications(status);

41