Frequently asked questions
Answers about your token page: when you are likely to be seen, when to arrive, and the messages you get. Tap a question to see the answer.
How is my estimated time worked out?
Each part is explained in the questions below, followed by a worked example.
What does "people ahead of you" mean?
Everyone who will be called before you: the patients waiting in front of you, plus the patient who is with the doctor right now. Walk-in patients count too. If reception marks someone as a priority case, they are seen first, and everyone behind them moves back by one. Your token page updates to show that.
How do you know how long each patient takes?
From the doctor's own recent pace. The clinic's system records when each patient is called in and when their consultation is marked complete. We take the middle value of that doctor's last 10 consultations (the median), so one unusually long or short visit does not throw the estimate off.
Until a doctor has at least 3 timed consultations, we use the usual consultation time the clinic has set for that doctor. Your token page tells you which one you are seeing: "Based on this doctor's recent consultation times", or "Initial estimate".
What if the doctor is running late?
If the doctor or reception marks the doctor as running late by some minutes, everyone's estimate moves back by that amount. If the doctor takes a break or the queue is paused, your token page says so.
What are the "estimated window" and "recommended arrival"?
The estimated window starts at your estimated time and lasts about one consultation. The recommended arrival is one consultation earlier than that, so you have time to reach reception and check in.
An example
It is 10:00. There are 4 people waiting ahead of you and 1 patient with the doctor, so 5 people are ahead. The doctor's recent consultations have taken about 12 minutes each, and the doctor is not running late.
5 × 12 = 60 minutes, so your estimated window is 11:00 to 11:12, and we suggest you arrive around 10:48.
When will I get the "your turn is approaching" message?
When your estimated wait drops to about 25 minutes. Because this uses the doctor's real pace, with a quick doctor it may arrive when a few more people are still ahead of you, and with a slower doctor when fewer are. For a doctor we do not have enough timings for yet, it is sent when 5 or fewer people are ahead of you. You get it once, on WhatsApp, or by SMS if WhatsApp is not available.
Does the estimate change?
Yes, all the time. Your token page updates every few seconds as patients are called, finish, or leave. Please keep it open or check it again before you set off.
Why was I seen earlier or later than the estimate?
An estimate is a best guess from the queue and the doctor's pace. It cannot know in advance that:
- someone ahead of you does not turn up or cancels, which makes things faster;
- a consultation takes much longer than usual, or an urgent case is seen first, which makes things slower;
- the doctor steps away without the queue being paused.
We also count the patient currently with the doctor as a full consultation, even if they are nearly done. That makes estimates lean slightly late, which is the safer side when you are deciding when to leave home.
What if my doctor has to leave suddenly?
The clinic can close that doctor’s queue in one tap. Patients who are waiting are either moved to another doctor in the same order, or told that their token is cancelled, and you get a WhatsApp or text message saying which, with your new number if you were moved. Your token page shows the same and takes you to your new token.
Do I pay through SaffQ?
No. SaffQ does not take payments. If the clinic charges a consultation fee, you pay it at the clinic’s reception in the way the clinic accepts. Reception marks it as paid on their screen, and paying does not change your place in the queue.
Is this an appointment?
No. SaffQ gives you a place in the queue and a live estimate, not a fixed appointment time. The clinic calls patients in queue order, and reception decides priority cases.
Still have a question? Ask at the clinic's reception, or email [email protected].