Token Queue System
Walk-in token lifecycle, queue operations (call, requeue, cancel), position tracking, daily limits, and notification thresholds.
Token Queue System
The token queue manages walk-in patients and appointment-based queues. When a patient arrives without a prior booking, or when a checked-in appointment patient needs to wait, they receive a token that tracks their position in the queue.
Two Queue Types
Queue Type | Where It Runs | Use Case |
|---|---|---|
Doctor Queue | At a doctor's consultation room | Patients waiting to see a specific doctor (walk-in or checked-in appointments) |
Service Counter Queue | At a service point (pharmacy, lab, billing) | Patients waiting for a specific service at a counter |
Token Lifecycle
Status | What It Means |
|---|---|
Waiting | Token issued, patient is in the queue waiting for their turn |
Called | Patient's name/number has been called — they should proceed to the room/counter |
In Service | Patient is currently being served (consultation or service in progress) |
Completed | Service is finished, token is closed |
Cancelled | Token was cancelled (patient left, duplicate token, etc.) |
Tokens flow: Waiting → Called → In Service → Completed. A Waiting or Called token can be Cancelled at any time.
Token Operations
Action | What It Does | Precondition |
|---|---|---|
Call Next | Calls the next Waiting token in queue order | Queue has at least one Waiting token |
Call Specific | Calls a specific token out of order (e.g. priority patient) | Token must be in Waiting status |
Mark In Service | Marks a Called token as currently being served | Token must be in Called status |
Complete | Marks the token as done | Token must be In Service |
Cancel | Removes the token from the queue | Token must be Waiting or Called |
Requeue | Moves a Called token back to the end of the waiting queue | Token must be in Called status |
Requeue
Queue Position
Each token has a position number that represents its place in the queue. Positions are recalculated automatically when:
- A token is cancelled (everyone behind moves up)
- A token is completed (everyone behind moves up)
- A token is requeued (goes to the end)
Daily Reset
Token numbers reset each day. The first patient on Tuesday gets token 1, regardless of how many tokens were issued on Monday.
Notification Thresholds
You can configure notification thresholds to alert patients as their turn approaches. For example, with a threshold of 3, the patient is notified when they are 3rd in line.
Walk-in Daily Limits
Each doctor queue or service counter can have a daily limit — the maximum number of walk-in tokens that can be issued per day. Once the limit is reached, no more walk-in tokens are issued for that queue.
Linking Tokens to Appointments
Tokens are not just for walk-ins. A checked-in appointment patient can also receive a token to track their position in the doctor's queue. The token links to both the appointment and the visit.
What's Next?
Learn about configuring service points in Service Counters.
Last updated on