Issue, Serve and Drain a Queue Ticket

Who / when: the Front Desk (or queue operator) who issues tokens and works the board, and any Clinician who calls their own waiting patients. This is the everyday rhythm of running a live queue: a patient gets a token, waits, is called, is served, and the line moves on. Each service point — registration, vitals, the doctor, pharmacy — is a separate lane on the board, and tokens flow through the lanes as staff serve them.

1. Front Desk — open Queue → Board (“Live queues”). You see every service-point lane and the tokens waiting in each.
2. Front Desk — press “Issue token” (the top action, or on a specific lane) to add a patient to a service point. Search the patient by name or UHID (the Unique Health ID, their permanent VNA-… number), pick a priority, and confirm. A ticket number is minted (for example V-021) and the patient joins that lane’s queue.
3. Front Desk / Clinician — when you are ready for the next person, press “Call next” on the lane. The longest-waiting, highest-priority token moves from Waiting to Called, and the “Now serving” indicator advances to that ticket. The patient’s number shows on the public display board so they know to come forward.
4. Front Desk / Clinician — finished with the patient and ready for the next in one motion? Press “Complete & call next”. That closes the patient currently being served (it drains them from the queue) and calls the next waiting token in the same action, so the line never stalls.
5. Front Desk / Clinician — to finish someone without pulling the next person in, press “Complete (no next)” instead. To re-call a patient who did not respond, press “Recall” to sound their ticket again.
6. Front Desk — on an individual token you can also “Transfer” it to a different lane (for example, sending a patient from vitals on to the doctor) or mark it “No-show” if they never came forward.

Note

A queue token does not float on its own. When you issue one to a patient who already has an open visit, Veona automatically links it to that patient’s open Encounter (the record of the visit), and the encounter links back to the active token — so the queue, the visit and the patient are one connected thread. See Link a Queue Ticket to an Open Encounter.

Tip

No lanes on the board? Then no service points are configured yet. Add them under Queue → Stations (or Queue → Settings) first — each station is a lane, and you decide which ones your facility runs.

What happens next

As each patient is completed, they drop out of the lane and their served state persists in the ticket history, so the board always reflects exactly who is waiting, who is being seen, and who is done. The next station picks the patient up the moment they are transferred to it — vitals to the doctor, the doctor to pharmacy — without anyone carrying paper or re-typing a name.

Follow the trail

• Previous: Link a Queue Ticket to an Open Encounter
• Related: Link a Queue Ticket to an Open Encounter · Converge Appointment and Queue on One Encounter · A Patient’s First Visit, End to End