Cutting the Wait: Berkshire and Surrey Pathology Services
[CASE STUDY]: How Swiftqueue improved patient experience for blood tests ccross four NHS Trusts
Overcrowded waiting rooms and increased waiting times
In response to the Covid-19 pandemic in 2020, Swiftqueue was rolled out across Ashford and St Peter’s, Royal Surrey, Royal Berkshire, and Frimley & Wexham hospitals to manage blood test bookings.
Previously reliant on unpredictable walk-in services, hospitals were overwhelmed—with up to 400 patients per day and wait times reaching three hours. The overcrowding impacted patient satisfaction and placed significant strain on staff wellbeing and capacity.
Book appointments remotely, from anywhere
Swiftqueue was chosen by the Trust for its simplicity for both staff and patients to both understand, and is allowed patients to book their appointments remotely, from anywhere – giving staff back time to focus on other aspects of patient care. Since Swiftqueue’s implementation, the hospitals have seen an improvement of staff morale and wellbeing.
A reduction in staff sickness from 13% to less than 1% has already been recognised in the Phlebotomy department of one care organisation.
Swiftqueue was used by over 200 staff across the five hospitals, as well as utilisation to book Covid-19 vaccinations. The Trust also uses Swiftqueue as its chosen online booking system for its Phlebotomy Training Academy, which launched in 2021.
“We looked at six patients bookings systems. Swiftqueue offered the ease of use and simplicity for our staff and patients. – Satinder Boparai – General Manager Pathology Support Services
“I had my blood test using the new appointment booking system – what an improvement! No crowded waiting room and was out within five minutes.” – Patient testimony