Capital Hospital Faces Long Queues as Digital Kiosks Fail in Bhubaneswar

Bhubaneswar’s Capital Hospital, considered the best government hospital in Odisha, is facing renewed patient frustration due to malfunctioning self-service kiosks. Patients are forced to endure long queues for OPD tickets and lab report collection, reversing the convenience promised by digital systems.

Digital Kiosks Introduced to Reduce Patient Wait Times

Five self-service kiosks were installed by the Odisha State Medicine Corporation just over a year ago. These kiosks aimed to:

• Allow online registration

• Generate OPD tickets via QR code

• Enable access to lab reports using Central Registration Number (CNR)

The initiative was particularly beneficial for out-of-district patients, who no longer had to make multiple visits or spend hours waiting in lines.

System Failure and Administrative Inaction

Within a few months of operation, the kiosks broke down completely. Despite repeated complaints from patients and hospital staff, the administration’s response has been limited to sending letters to the installation agency, with no verification or immediate repairs undertaken.

Impact on Patients and Hospital Operations

The malfunction has significantly affected the hospital’s operation, which serves lakhs of residents from Bhubaneswar, Khurda, Nayagarh, and Puri. Long queues now frustrate elderly patients and those traveling long distances, undermining the efficiency gains of the digital initiative.

Hospital Director Dr. Rupabhanu Mishra assured that the kiosks would be fixed, but no specific timeline has been provided, leaving patients uncertain about how long the inconvenience will continue.

Challenges of Technology in Public Healthcare

The kiosk failure highlights persistent challenges in sustaining technology-driven solutions in government hospitals. Despite growing patient numbers, digital infrastructure often suffers from maintenance delays and administrative gaps, impacting service quality and patient experience.

Conclusion

The breakdown of self-service kiosks at Capital Hospital underscores the need for robust maintenance, timely repairs, and accountability in public healthcare technology initiatives. For the system to succeed, authorities must ensure such failures are addressed promptly, restoring convenience for patients and supporting the hospital’s critical role in the region.