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Burrell Street Case Study

Qudini worked with a UK health care provider, Burrell Street, to solve their challenges related to patient management and experience.

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About Burrell Street

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.

The Challenges

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.

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Qudini Solution

Patients entering the clinic are now added to the Qudini virtual 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.

“Before we had Qudini there were weekly complaints from patients and staff, this caused stress for the reception team. Now patients are much happier by their active management and they can leave the clinic during their wait. In the long term this should reduce reception staff turnover as their work experience has improved."

Anatole Menon­Johansson, Burrell street

Qudini's Impact

100%

reduction in wait time complaints

97%

patients are confident that their appointments are secure

17%

reduction in appointment times, now that Qudini gives staff greater visibility of their activities