How Qudini improved the customer experience in Burrell Street

Case Study:

Eliminating Complaints at Burrell Street NHS Sexual Health Clinic with Qudini Queue Management System

Burrell Street Sexual Health Clinic is the largest and most comprehensive NHS sexual health service in London, and part of Guy’s and St Thomas’ NHS Foundation Trust.



With NHS budgets at an all time low, clinics do not have the finances they need to employ the volumes of doctors and nurses to accommodate their high patient volumes. This means waits for NHS sexual health services can frequently reach up to 3 hours for some patients. This created an overcrowded waiting room, resulting in additional stress on patients, who are already in a stressful environment.

Burrell St


The Burrell Street began working with Qudini to improve patient experience.

Patients entering the clinic are now added to the Qudini queue management system by the reception staff, who are able to provide the customer with an accurate wait time estimate and take their mobile number. Patients providing their mobile number receive an SMS update confirming their approximate appointment time, and a weblink with a live countdown to their appointment time. This enables them to leave the waiting room environment to use their wait productively. All patients are now managed through Qudini by the clinic staff, with further SMS messages and digital signage platforms updating customers as it nears their turn.


  • 100%

    Reduction in wait time complaints now that patients can wait outside the clinic and receive SMS updates when their turn arises.

  • 17%

    Reduction in appointment times, now that patients are happier the appointments move faster and the Qudini platform enables the clinicians to monitor their appointment time and stay on time.

  • 60%

    Increase in NPS scores, due to the improved patient experience


  • “The qudini system is really straight forward, and if I’m honest it’s probably one of the easiest systems that I train our clinicians in how to use.”
    Ben | Reception Team, Burrell Street
  • “We now have a waiting room that is half full, and all the other patients our out using their time to do other things… We’ve had compliments about how we manage the queue using the system.”
    Dr Anatole Menon-Johansson | Clinic Manager, Burrell Street


  • Qudini Burrell Street Collaboration in the news

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