Patient and Customer Flow Management


Dubai Health Authority Streamlines Work Flow

Mawarid Technology Optimizes Workflow Productivity

Executive Summary

Mawarid Technology implemented a Flow and Experience Management system to provide quality end-to-end service for the Dubai Health Authority (DHA). The solution integrated with DHA HIS, CRM, Mobile applications and websites with complete web-based administration monitoring and reporting management.

Scope of Work

Mawarid Technology’s work used patient journey evaluations for the Dubai Health Authority (DHA) at Rashid Hospital and Nad Al hamar Health Care Center before implementation; findings and recommendations were shared with DHA management.

The scope of work implemented contained:

  • Digital signage solution.
  • Customized Qmatic BI tools.
  • Dashboard and enterprise operation panel.
  • Design and customized patient flow.
  • Integration with DHA HIS.
  • SMS gateway integration.
  • Qmatic supply and implementation.

Services also included mobile applications that integrated with DHA clients and supported its queuing system. The solution allowed for greater retrieval of patient appointment notification information.


With DHA’s new system, waiting and service time as well as customer response data can now be viewed in real time. The DHA’s system is now controlled by single ticket issuance upon identification at the kiosk.