The challenge
Requests for a wheelchair, a linen change, a water leak or a broken bed are scattered across phone calls, WhatsApp groups and paper. Nurses chase departments, patients wait, and management has no idea how long anything takes.
The humblx solution
humblx centralises every non-clinical request into one helpdesk. Patients, attendants and staff raise tickets by scanning a QR, in the app or on WhatsApp. Tickets auto-route by category and location, run against SLAs and close with a feedback prompt.
Key features
Multi-channel intake
QR codes at bedside and counters, mobile app, web and WhatsApp.
Automatic routing
Category and location rules send each ticket to the right team instantly.
SLA-based escalation
Priorities, response clocks and escalation matrices per request type.
Close-the-loop feedback
Requesters rate the resolution, feeding quality and staff metrics.
Also included
- Staff acknowledgement, like a WhatsApp blue tick
- Requests from supervisors, QR, WhatsApp, calls and intercom in one queue
- Escalation reminders on WhatsApp and email
- MTTA, MTTR and TAT on every ticket
Coming next in Desk Management
- Set-up per hospitalYour own request flows and building selector.
- Department-wise metricsTAT, MTTA, MTTR and time to close, by department.
- Auto-escalation and day-end reportStalled requests will escalate on their own, with an end-of-day report of open requests.
Impact from live deployments
Desk workload halved: average turnaround from 172 minutes to 45.
- 01 · Capture2.6×Requests captured2,201 → 5,755 a month
- 02 · Speed74%Faster turnaround172 → 45 minutes; median now 12.7 minutes
- 03 · Complete99.5%Serviced to completionUp from 91.6%; no lost requests from phone calls
- 04 · Lean team4 → 2Desk staff neededWhatsApp updates replace follow-up calls
Problems it solves
- Urgent requests by phone with no record once the call ends
- No clear owner for each request
- No alerts or escalation when service is delayed
- Desks juggling Excel sheets and WhatsApp groups
Figures from humblx impact reports for live client deployments.
Business impact
- 01
Faster response
Tickets reach the right person in seconds rather than through a chain of calls.
- 02
Less nursing distraction
Nurses raise a ticket once and stop chasing support departments.
- 03
Transparent performance
Department-wise response and resolution times visible to the COO.
- 04
Better patient experience
Attendants see their request acknowledged and resolved.
Where hospitals use it
- Bedside requests: linen, water, room temperature, TV
- Wheelchair and stretcher requests
- Nursing-station complaints to engineering and housekeeping
- Staff workplace requests in admin blocks
See it in the app
A preview of desk management in humblx, with sample data.
Interactive preview: click the tabs to explore each module
Illustrative preview built to represent the humblx app, with sample data. Screens in the live app may look different.
Tailored by sector
The same module, configured for how each type of facility actually runs.