Goa Medical College's Online Appointment System Struggles to Alleviate Patient Queues
In Panaji, despite the introduction of an online appointment system at Goa Medical College (GMC) two months ago, early morning queues at the tertiary care hospital have shown no signs of slowing down. The system, implemented across 12 outpatient departments (OPDs), has failed to significantly reduce the long waiting times that patients endure, often exceeding two hours.
Patient Reluctance and System Hiccups Drive Continued Queues
The persistence of queues can be attributed to multiple factors, including patients' lack of confidence in the new digital mechanism, insufficient awareness about the system, and operational hiccups. According to a GMC official, walk-in patients still constitute the majority of OPD attendees, followed by those booking via phone, with only a very small fraction utilizing the online platform. However, the official noted that online appointment numbers are gradually increasing over time.
One significant flaw in the online system is its inability to allow patients to select a specific consultant of their choice. This limitation forces individuals to queue up even after securing an appointment token online. For instance, a patient who booked a cardiology OPD appointment by paying Rs 100 in fees reported waiting past noon to see the consultant who had performed her procedure. She was initially directed to the general lot and, although seen within her appointment slot, was then referred to the consultant who conducted her angioplasty, resulting in further delays.
Preference Given to Appointed Patients but Queues Persist
GMC officials emphasize that patients who book appointments online or over the phone receive priority over walk-in patients. Those with phone appointments must report to the registration counter by 8 am, while online patients can choose from time slots between 10 am and 1 pm, provided they arrive at least 30 minutes before their scheduled time. Despite this preferential treatment, the queues remain lengthy, indicating systemic challenges.
Departmental Variations in Online Adoption
The 12 departments offering online appointments show varied uptake. Medical oncology and neurology departments each provide 50 daily online slots, while other departments offer 100 slots each. In some cases, such as the urology department, online adoption is minimal. Out of an average OPD attendance of 288 patients, approximately 270 are walk-ins, with only 10 to 20 booking online appointments, highlighting a significant gap in digital adoption.
The hospital administration has confirmed that there are no plans to cancel the online appointment system. Instead, efforts are underway to strengthen and improve the mechanism, addressing the current shortcomings to better serve patients and reduce waiting times in the future.
