Tokens or appointments? What works for Indian OPDs

Pure appointment systems rarely work in Indian OPDs, where many patients simply walk in. Pure token systems create long, crowded waits. The answer for most clinics is a mix.

Use appointments to spread arrivals

When a patient calls or books online, give them a time slot and a token together. They arrive closer to their turn instead of first thing in the morning.

Keep room for walk-ins

Leave some gaps in every hour for walk-ins and emergencies. A walk-in still gets a token and a live estimate, so they know whether to wait or come back.

One queue, many sources

Whether a patient booked by phone, online, at reception or just walked in, they should end up in a single queue the doctor can see. Mark the source on each token so you can see where your patients come from.

Tip

Use different token number patterns for bookings and walk-ins (for example, even numbers for bookings). It makes the queue easier to read at a glance.