Case Study: Westfriesgasthuis achieves streamlined patient flow and improved patient experience with Qmatic kiosk

Westfriesgasthuis - Customer Case Study

Westfriesgasthuis, a regional hospital in Hoorn, Netherlands, faced high daily demand at its blood-sampling outpatient clinics—about 350–450 patients a day handled by a clinical chemistry team of over 110—while aiming to maintain top user-friendliness and reduce the number of service counters. To streamline patient flow and remove queues at the counter, the hospital engaged Qmatic to modernize check-in and the overall patient journey using Qmatic kiosks and an automated patient-journey platform.

Qmatic implemented self-service kiosks and a routed patient-journey system that directs patients to specific sampling rooms shown on waiting-room monitors, eliminating the counter, reducing crowding, and creating more space and staff–patient contact. While the platform had only been live for about two months (so formal waiting-time reductions were still being measured), Westfriesgasthuis reports greater staff satisfaction, fewer patients searching for the counter, and improved operational efficiency—concrete signs that the Qmatic solution is meeting the hospital’s goals.

Westfriesgasthuis

Agatha Koppes

Team Leader of the Clinical Chemistry Lab