Patient OS · Patient Ticketing
Turn every patient
request into action.
Capture, assign, track and resolve patient requests — with clear ownership, timely escalation and complete visibility.
Patient message · 10:42 I haven’t received my discharge summary.
Discharge summary
- Patient
- Arjun Mehta
- Department
- Medical Records
- Assigned to
- Rahul K.
- Resolution target
- 2 hours
- Open
- Assigned
- In progress
- Resolved
Capture and route
Every request reaches the right team with the right context.
Turn patient questions, service requests and complaints into structured tickets with the information teams need to act — who asked, what about, who owns it and by when.
Patient request I haven’t received my discharge summary.
Discharge summary
- Patient
- Arjun Mehta
- Raised from
- Department
- Medical Records
- Assigned to
- Rahul K.
- Resolution target
- 2 hours
Routed to one of your departments
- Medical Records
- Billing
- Diagnostics
- Front Desk
- Insurance / TPA
- Housekeeping
- Patient Experience
In the ward
From a simple message to a tracked request.
Patients don’t need to know which department to call. They can simply ask.
- Hi, the AC in my room isn’t working.
- I need a nurse in my room.
- Can someone explain my bill?
- When will my reports be ready?
Ticket #2084In progress
AC repair
- Room
- 304
- Department
- Facilities
- Priority
- Normal
Facilities team is on the way.
Ticket #2085Assigned
Nursing assistance
- Room
- 304
- Assigned to
- Nursing Desk
- Priority
- High
A nurse has acknowledged the request.
A patient can simply ask. Wisemelon turns the request into a trackable ticket.
Track and resolve
Know what is happening until the request is resolved.
The same ticket, seen from both sides: the team sees the work, the patient sees the progress. Neither has to ask.
What your team sees
- Step 1Open
- Step 2Assigned
- NowIn progress
- Step 4Resolved
- Request created from the patient’s message
- Assigned to Medical Records
- Document located
- Checked against the discharge record
What the patient sees
Request #1048
Discharge summary
- Submitted10:42
- Assigned10:43
- In progressNow
- Resolved—
Your request is currently being handled by the Medical Records team.
Staff know what is happening. Patients know what is happening.
Targets and escalation
When something needs attention, make it visible.
Give requests a response or resolution target, and an escalation path for the ones that miss it. Nothing depends on someone remembering to check.
-
SLA at riskTicket #1048
18 minutes remaining The resolution target is two hours. The ticket is still open with the assigned team. -
Escalation 1
Medical Records Supervisor The supervisor sees the ticket as soon as the target is missed, without anyone raising it by hand. -
Escalation 2
Patient Experience Head Still unresolved after the second target, and it reaches the person accountable for patient service.
No request should quietly sit unresolved.
Leadership view
Give leadership a clear view of patient service.
See what is happening across departments, where requests are building up and where teams need attention.
- 428Requests
- 371Resolved
- 43In progress
- 14SLA at risk
- 8Escalated
Department resolution
- 428 requests received
- 371 resolved
- 14 SLA breaches
- 8 escalations
Attention required
- Medical Records12 requests approaching their target
- Billing7 requests unresolved from yesterday
- Housekeeping4 recurring complaints from the same floor
View full report
What is driving the requests
- 312Report delays
- 186Billing questions
- 143Appointment changes
- 98Housekeeping
Want to see this on your own request volumes?
We’ll set it up around the departments you actually run.
Beyond closing tickets
See the problems behind the requests.
- 1,200Tickets raised this quarter.
- 312Of them about report delays.
- One causeReports finished but never sent.
- Fixed onceAnd 312 requests a quarter stop arriving.
Ticketing is not only about closing requests. It shows teams what keeps going wrong. Operational Intelligence takes it further.
A real request
One request. One clear path to resolution.
Thirty-four minutes from a message sent on a sofa to a document in the patient’s hands — and a record of who did what, at every step.
“I haven’t received my discharge summary.”
-
Request submitted.
He writes one sentence. He does not choose a department, a category or a priority.
-
Medical Records assigned.
The ticket opens with his name, his admission and a two-hour resolution target.
-
Document located.
Rahul finds the summary and marks the ticket in progress. Arjun sees that change.
-
Report delivered.
Sent to him on the same channel he asked on. No call, no visit to the records desk.
-
Arjun confirms.
The ticket closes with his confirmation on it, not just the team’s.
Resolved in 34 minutes
The whole path
From request to resolution.
- Patient
- Request
- Ticket
- Assign
- Target
- Resolve
- Escalate
- Feedback
- Insight
Patient OS
Resolving what the patient asked for.
Ticketing manages the patient’s request. Workflow Orchestration manages the work that happens behind it — the two are deliberately separate.
- Patient 360Understand the patient.
- Patient CommunicationTalk to the patient.
- Patient EducationHelp the patient understand.
- Patient JourneysBuild the experience.
- You are herePatient TicketingResolve what the patient needs.
FAQ
Frequently asked questions
What can patients raise as a ticket?
Patients can raise requests related to appointments, reports, billing, insurance, facilities, nursing assistance, general support, complaints and other hospital services.
How are tickets assigned?
Tickets can be routed to the relevant department and assigned to the appropriate staff member based on the request.
Can tickets have SLAs?
Yes. Tickets can have defined response or resolution targets so teams can monitor what needs attention.
What happens when an SLA is missed?
Tickets can be escalated according to the organisation’s escalation structure so unresolved requests become visible to the appropriate supervisor or leadership team.
Can patients see their request status?
Yes. Patient-facing experiences can show the current status of a request and keep the patient informed.
Can hospital heads get daily reports?
The platform can provide ticket summaries and operational reporting so leadership can see requests, resolution, SLA performance, escalations and department-level activity.
Can ticket data be analysed?
Yes. Ticket data can be analysed by department, request type, status, resolution time, SLA performance and recurring issues.
How is Patient Ticketing different from Workflow Orchestration?
Patient Ticketing manages the patient request. Workflow Orchestration manages the work that happens behind the request.