Wake Forest Baptist Health Streamlines Patient Flow with ACF & Q-Flow

Wake Forest Baptist Medical Center is an academic medical center located in Wake Forest, North Carolina. The health system includes hospitals, clinics, physician practices, diagnostic centers, and care facilities covering more than 100 areas of medicine. Q-Flow has been implemented in more than 33 clinics across both the main campus and off-site facilities.

The Challenge

Serving residents across more than 20 countries, Wake Forest Baptist Health manages patient and staff movement through nearly 200 buildings. Coordinating this level of activity created significant operational challenges.

To deliver high-quality care while maintaining staff productivity and morale, the medical center required a patient flow management solution capable of supporting high patient volumes throughout the day.

The Solution

Wake Forest Baptist selected ACF Technologies’ Q-Flow queue management system. Close collaboration with the medical center’s IT team, combined with responsive client support and a short learning curve, ensured smooth implementation across clinics. This allowed staff and patients to quickly benefit from the system.

Wait Times and Long Lines

The previous patient check-in process created long lines and significant pressure on front desk staff. According to Jacob Grant, a senior planner who has overseen more than 30 Q-Flow implementations, patient wait times were a major operational challenge.

Long queues were also difficult for patients, particularly those with limited mobility who found it challenging to stand for extended periods. The busy and sometimes chaotic lobby environments could also discourage patients from checking in.

Although patient check-in is a necessary step in clinical operations, the health system sought a more efficient and patient-friendly process. Their search ultimately led them to implement the Q-Flow platform.

Ease of Implementation

Software implementations often involve downtime, delays, and extensive staff training. However, the Q-Flow rollout proved to be straightforward and efficient.

Suzanne Coetzer, Senior Clinical Project Manager within the Information Technology Services (ITS) team, highlighted the expertise and responsiveness of the implementation team. Staff training requirements were minimal, with most employees able to learn the system in approximately 10 to 20 minutes.

Because each clinic within Wake Forest Baptist operates as an independent business unit, individual management teams contact ITS when evaluating new software solutions. When clinics explore alternative queue management tools, staff frequently recommend Q-Flow after seeing its capabilities in practice.

The Results

Today, more than 30 multispecialty clinics across the health system rely on Q-Flow to manage patient flow and support efficient clinic operations. Self-service check-in and automated wait-time notifications have significantly reduced waiting times and created calmer, more organized lobby environments.

Operational metrics generated by Q-Flow have also helped improve resource allocation and operational planning, contributing to measurable cost savings.

Beyond Wait Times

The Q-Flow platform allows healthcare administrators to track a wide range of operational metrics. At Wake Forest Baptist, analyzing peak service times and patient volumes has been particularly valuable.

Using these insights, clinic managers can adjust staffing levels during high-demand periods, reducing operational costs while ensuring sufficient coverage. Improved scheduling has also boosted staff morale and productivity.

The reporting capabilities of Q-Flow have also helped clinic managers justify hiring additional staff when necessary. Instead of relying on anecdotal evidence, managers can now present detailed data showing patient volumes and service demand.

Future Plans

Not every facility within the Wake Forest Baptist network currently uses Q-Flow, particularly newly acquired locations that may still operate legacy systems. However, interest in expanding the platform continues to grow.

As Suzanne Coetzer explains, the platform’s reliability and strong support from ACF Technologies have made Q-Flow a trusted solution within the organization.