Calling, serving and completing tokens

As patients wait in the queue, staff members call them by their token number, serve them, and then mark the token as complete when the visit or service is finished. This flow keeps the queue organized and shows other patients their turn is approaching.

Before you start

• At least one patient must have been issued a token in the active queue
• You must have permission to manage tokens in that queue

Steps

1. Go to Queues and select the queue where you want to call the next patient. Open in Usystems

2. View the queue display or list. Find the next token in line (usually the one at the top with the lowest number or earliest arrival).

3. Click Call or Call Next to announce that token number. The system may display the number on a screen, ring a bell, or send an alert to notify the patient (depending on your setup).

4. When the patient arrives and you begin serving them, click Serving or Mark as Serving to change the token status. This tells other waiting patients that this token is now being helped.

5. Once the patient's visit or service is complete, click Complete, Done, or Mark Complete to remove that token from the active queue.

6. The system automatically moves to the next token. Repeat steps 2–5 for the next patient.

Tips & common mistakes

• Call the tokens in order to ensure fairness. Calling tokens out of order can frustrate patients waiting in line.
• Some systems allow you to skip a token temporarily (e.g., if a patient is in the restroom). Use this feature cautiously and always come back to skipped tokens.
• If a patient does not respond after being called, mark the token as No-show or Absent so your facility records reflect that the patient did not appear.
• If a patient is transferred to another department or queue, note this in the system; some facilities transfer the token to the new queue, while others issue a new token. Follow your facility's procedure.
• Do not manually delete tokens from the queue. Always mark them as complete, no-show, or transferred so you maintain an accurate record.