Handling emergencies and priority patients in a queue

Every OPD has moments when a patient cannot wait. Handling these well keeps patients safe and keeps the rest of the queue calm.

Agree on clear rules

Decide with your doctors which situations go straight to the front. In a children's clinic this often includes very young sick infants, difficulty breathing, seizures, or a child who is very drowsy. Write the list down and train your front desk on it.

Let staff mark priority quickly

A one-tap "Priority" flag at reception should move the patient to the top of the doctor's list immediately, with a note of who marked it.

Tell the others

When a priority patient goes in, waiting families should see that times have shifted. A short note like "Times may change if a priority patient needs to be seen first" prevents frustration.

When in doubt, ask the doctor

Front-desk staff are not expected to diagnose. If they are unsure, they should inform the doctor or nurse straight away.