Link a Queue Ticket to an Open Encounter

When a patient takes a ticket and sits down to wait, that ticket and their visit should know about each other. In Veona they do: issuing a queue token for a patient automatically finds their open encounter (the record of their current visit) and links the two together — the encounter learns which token is active, and the token learns which visit it belongs to. It is a two-way cross-reference, set up for you the moment the token is issued.

Who / when: the Front Desk issues the token at the live board (often right after registering a walk-in or checking in an appointment); the Physician benefits later, because the ticket they call is already tied to the right visit.

We will keep following Amina Bello, who has been registered and now needs to be sent into the flow.

1. Front Desk — open the live board at Queue → Board (“Live queues”). This shows every service point (registration, vitals, doctor, pharmacy) as a lane.
2. Front Desk — press “Issue token” (the top action, or on the lane you want — for a fresh visit send her to Vitals first).
3. Front Desk — in the Issue-token form, choose existing-patient mode and look Amina up by UHID (Unique Health ID, the permanent VNA-… number) in the patient picker — a real patient, not free text. Pick the service-point lane and a priority, then confirm.
4. Front Desk — Veona issues the token (a number such as V-021) and, in the same action, auto-links it to Amina’s open encounter, while the encounter back-links the active token. Neither link is something you type — issuing the token does both.
5. Physician — when you later call this ticket from your queue, it already points at the correct open visit, so opening Amina’s chart drops you straight into the right encounter.

Note

The link is bidirectional on purpose. The ticket cross-references the visit and the visit cross-references the ticket, so staff at any desk — and Veona’s own routing — always know which waiting token goes with which open encounter. No paper slip, no guessing.

Tip

No lanes on the board? No service points are configured yet. An intake administrator adds them under Queue → Stations first; then tokens can be issued.

What happens next

With the ticket linked, Amina moves through the lanes — called, served, completed or transferred — and her visit stays attached at every step. The full token lifecycle (call next, serve, then drain the lane) is covered in Issue, Serve and Drain a Queue Ticket. And if Amina also had a booked appointment for today, both the appointment and this ticket resolve to the same encounter — see Converge Appointment and Queue on One Encounter.

Follow the trail

• Previous: Open an Encounter at Registration
• Next: Issue, Serve and Drain a Queue Ticket
• Related: Converge Appointment and Queue on One Encounter · Check In an Appointment Into an Encounter · A Patient’s First Visit, End to End