Fig. 1

Patient journey in Clinic A and Clinic B. Self-registration kiosk: All patients would be directed to the self-registration kiosk upon arrival at the clinic to obtain a queue chit that has a unique queue number with/without their assigned consultation rooms. Registration counter: All first visit patients would not have their assigned consultation rooms displayed on the queue chit obtained at the self-registration kiosk and would have to be registered manually at the registration counter. “Parameters room”: All first visit patients at Clinic A would be directed to this room for height, weight, and blood pressure measurements before consultation with the doctor. Waiting area: First visit patients at Clinic B would proceed to the waiting area directly after registration. Consultation rooms: Consultation with the doctor would be held in assigned consultation rooms as reflected on the queue chit (time spent not captured). Billing counter: Patients in clinic A would be directed to the billing counter for payment. Drop & go billing: Patients in Clinic B would be given the option for drop & go billing and have their bills mailed to them for subsequent payment electronically or via AXS stations. *Clinic operations staff would approach the first visit patients for consent-taking at the registration counter. **CRCs or clinic nurses would approach the first visit patients for consent-taking at the “parameters” room (Clinic A) and waiting area (Clinic B)