How Qudini helped Virgin Care

Case Study:

Improving patient experience at Virgin Care NHS Sexual Health Clinics with the Qudini Queuing System

Virgin Care provides NHS services nationwide with a focus on community and primary health care. They operate NHS Sexual Health Clinics.

THE CHALLENGE

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 SOLUTION

Virgin Care collaborated with Qudini to improve their patient experience and clinic operation.

Patients entering the Virgin Care NHS Sexual Health clinic are now added to the Qudini Queuing 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.

CLIENT RESULTS

  • 97%

    Of patients are confident that appointment is secure and thus feel able to relax and enjoy their wait.

  • Significant

    Reduction in complaints now that customers don’t have to wait in the waiting room and can go elsewhere whilst they wait

  • Increased efficiency

    Now that Qudini provides doctors with visibility of their appointment times and waiting patients.

  • 94%

    Increase in patient satisfaction, with patients happier and more likely to return to the clinic again.

  • 53%

    Of patients say that their wait felt much quicker than they had expected.

CLIENT QUOTES

  • “Loved It. Enjoyed shopping, great idea, more pleasant than waiting around but spent too much money. LOL.”
    Patient | Virgin Care
  • “I find that the clinic runs much faster when Qudini is in use. The system’s visual countdowns help to prompt the clinicians to finish their appointments on time. With Qudini in place the waits are much shorter”
    Rebecca | Clinic Manager

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