CHAPTER TWO: LITERATURE REVIEW
2.1 Introduction
This chapter reviews existing literature related to hospital queue management systems. It aims
to provide an understanding of the theories, technologies, and systems that have been
developed to address issues of patient congestion and waiting times in hospitals. The review
highlights how other researchers and organizations have approached similar problems,
identifies the gaps in their solutions, and explains how the proposed system will address these
shortcomings.
2.2 Theoretical / Conceptual Framework
The concept of queue management is grounded in Queueing Theory, which focuses on the
study of waiting lines and how to optimize service delivery. Queueing Theory helps in analyzing
factors such as service time, arrival rate, and waiting time to improve the efficiency of service
operations.
In the context of hospitals, this theory explains how patients arrive for treatment, wait for
available doctors or nurses, and how resources such as consultation rooms can be managed to
reduce delays. By applying queueing principles, hospitals can design systems that organize
patients based on priority, appointment time, and emergency level.
The conceptual framework of this project integrates online appointment scheduling, real-time
queue tracking, and notification systems. These components work together to streamline
hospital operations, minimize overcrowding, and enhance patient satisfaction.
2.2.1 Review of Related Technologies or Concepts
Several queue management systems have been developed in the healthcare sector and other
industries.
For instance, manual hospital queue systems rely on patients physically waiting in line, leading
to long delays and confusion. Although simple, these systems are inefficient and often result in
patient dissatisfaction.
More advanced systems, such as token-based queue systems, assign numbers to patients and
display them on a screen. While this reduces physical crowding, it still requires patients to be
present at the hospital and does not accommodate remote bookings.
In recent years, web-based and mobile queue management systems have emerged. These
systems allow patients to book appointments online, receive notifications, and track their
position in the queue. However, many existing systems lack emergency prioritization,
integration with SMS services, or real-time updates from medical staff.
The proposed Hospital Queue Management System builds on these technologies by combining
web and SMS integration, allowing both online appointment scheduling and real-time
notifications. This makes the system more accessible and effective, especially in areas with
limited internet access.
2.2.2 Importance / Application of the Technology
The use of technology in hospital queue management has significant benefits for both patients
and medical staff. Patients can save time by booking appointments remotely and avoiding
unnecessary waiting at the hospital. Doctors and nurses can manage their schedules efficiently,
reducing stress and improving service delivery.
The integration of SMS technology ensures that patients without smartphones or internet
access can still receive updates about their appointment status. This inclusivity makes the
system practical for hospitals in both urban and rural settings.
Overall, this technology enhances hospital efficiency, reduces congestion, improves
communication between patients and healthcare providers, and leads to better resource
utilization.
2.3 Conclusion
From the reviewed literature, it is clear that many hospitals face challenges in managing patient
queues efficiently. Existing systems have made progress in reducing waiting times but still lack
features that address emergencies, real-time updates, and inclusivity for all patients.
The proposed Hospital Queue Management System fills this gap by introducing a combined web
and SMS-based solution that enables remote appointment booking, real-time queue
monitoring, and emergency handling. This integration is expected to significantly improve the
quality of healthcare service delivery and patient experience.