Santa Casa de Misericórdia de Tietê has served its community since 1898 and is a healthcare reference in the region. To organize patient flow in high-demand areas, such as the emergency department and the imaging sector, the institution implemented Meu Atendimento Virtual, by Mupi Systems, to control queues across the entire operation.
The results are impressive: in less than a year of operation, 162 thousand services were processed through the platform. In the period from 05/31/2026 to 07/31/2026 alone, 40,744 services were recorded, with an average queue waiting time of just 24.4 minutes and an average service time of 15.6 minutes.
More than organizing queues, the solution turned the operation into data: management started clearly tracking indicators such as average service time, waiting time, and performance by sector and by employee, supporting continuous improvement of the service provided.
Project Information
Client:
Santa Casa do Tietê
Duration:
Ongoing implementation
Category:
Healthcare
Solution:
Meu Atendimento Virtual
Optimize the queues of Santa Casa do Tietê's emergency and imaging sectors and give management clear performance indicators, making it possible to measure services, identify bottlenecks, and support decision-making.
1. Intense flow in critical sectors
The emergency department and the imaging sector concentrate a large volume of patients, often in sensitive situations. Meu Atendimento Virtual organized the flow with tickets and calling panels, bringing order and predictability to waiting across the institution.
2. Measuring to manage
What is not measured cannot be effectively managed. The platform started recording every service and calculating waiting and service times by sector and by employee, giving management a clear view of where bottlenecks and improvement opportunities are.
3. Sustained efficiency at high volume
International studies on urgent and emergency care, such as the review by Jones and Schimanski (2010), use the 4-hour benchmark for emergency department stays. With an average wait of 24.4 minutes across a period of more than 40 thousand services, Santa Casa do Tietê demonstrates an agile operation even under high demand.
Main Platform
Meu Atendimento Virtual - Queue Management
Features
Tickets and Calling Panels
Service Indicators
Reports by Sector and Employee
In less than a year of operation, the platform recorded 162 thousand services at Santa Casa do Tietê. From 05/31/2026 to 07/31/2026, there were 40,744 services with an average wait of 24.4 minutes, far below the international 4-hour benchmark for emergency services.
162 Thousand Services
Processed through the platform in less than a year of operation
24.4-Minute Average Wait
In the queue, over a period with more than 40 thousand services
15.6-Minute Service Time
Average service time recorded in the period
Indicator-Driven Management
Average times and per-sector performance clearly tracked
Conclusion
It is important to highlight that this result does not depend on technology alone: it comes from process organization, team efficiency, and management guided by quality indicators. The system plays a fundamental role in this process, as it makes it possible to measure services, identify bottlenecks, and support continuous improvement decisions. With Meu Atendimento Virtual, Santa Casa do Tietê tracks its performance and demonstrates, through numbers, the efficiency of the service provided to its community.
Main Challenges
Intense flow in critical sectors
Large patient volume in emergency and imaging
Measuring to manage
Lack of clear indicators on times and bottlenecks
Sustained efficiency at high volume
Keeping agility across tens of thousands of services
Turn your healthcare operation into data
Get to know Meu Atendimento Virtual and organize queues, tickets, and service indicators for your operation.