Tim arrives at a Specialist Clinic in Changi General Hospital at 8.48am. Upon arrival, he goes to the self-registration kiosk and scans his NRIC. One minute later, the kiosk registers Tim for his appointment and directs Tim to the self-service height and weight machine. After completing the measurement of his height and weight at 8.53am, the machine informs Tim to collect his printout and head to the registration counter. The nurse at the registration counter is busy with other patients and Tim waits for his turn. At 9.35am, Tim passes the printout of his height and weight information to the Nurse A at the registration counter, who files the printout and takes Tim's blood pressure. Eight minutes later, she hands Tim's file to Nurse B in the doctor's office, passes Tim his queue number and asks him to take a seat at the waiting room. At 9.59am, Tim hears Nurse A calling his queue number and makes his way to the doctor's office. He arrives at 10.00am and sees Nurse B waiting outside the office. She greets Tim as he hands her his queue ticket and leads him into the office, while informing the doctor that Tim has arrived. Tim begins his medical review at 10.02am.

(a) Illustrate the communication process throughout Tim's visit to the Specialist Clinic using a Communication Usage Diagram (CUD). The CUD should include:

(i) The whole sequence of activities from the time Tim arrives at the clinic to the time he begins his medical review. (15 marks) (ii) The modes of communication at each step of the process. (10 marks)

The director of the Specialist Clinic wants to reduce the amount of time that patients spend in the clinic and wondered if the communication process can be improved by automation.

(b) Based on the CUD you drew in Question 3(a), identify ONE (1) step in the process that could be automated. Explain why this step should be automated and suggest how it can possibly be automated. (5 marks)