Dedalus shortlisted for HSJ Partnership Award following significant improvements in patient access and experience
Dedalus is delighted to shortlisted for an HSJ Partnership Award in recognition of a transformative digital initiative involving Swiftqueue that has delivered measurable improvements in patient access, engagement and operational efficiency across outpatient radiology services.
Dedalus is delighted to congratulate Imperial College Healthcare NHS Trust on being shortlisted for an HSJ Partnership Award in recognition of a transformative digital initiative that has delivered measurable improvements in patient access, engagement and operational efficiency across outpatient radiology services.
Delivered through Dedalus’ Swiftqueue patient engagement platform and integrated with the NHS App, the project has enabled thousands of patients to take greater control of their healthcare appointments while helping reduce health inequalities, improve service performance and enhance the overall patient experience.
The partnership was established to address longstanding challenges facing outpatient services, including high rates of missed appointments, administrative burden and barriers to access experienced by some patient groups. Together, Imperial College Healthcare and Dedalus implemented a digital self-scheduling solution that allows patients to book, confirm, cancel and reschedule appointments online at a time that suits them, creating a more flexible and accessible pathway to care.
Since implementation, radiology services have achieved dramatic reductions in Did Not Attend (DNA) rates across multiple modalities.
- Plain film appointment DNAs reduced from approximately 11 per cent to 4 per cent, representing a 64 per cent reduction
- DEXA appointments fell from around 9 per cent to 3 per cent, a reduction of 67 per cent
- Community Diagnostic Centre plain film appointments decreased from approximately 13 per cent to 5 per cent, reducing missed appointments by 62 per cent.
These improvements equate to hundreds of additional appointments being utilised each month, helping more patients receive timely care while reducing wasted clinical capacity.
The project has also demonstrated strong adoption across all patient groups, including older adults who are often perceived as being less digitally engaged. Digital self-scheduling uptake reached 55 per cent among patients aged 51–70 and 40 per cent among patients aged over 70 for plain film appointments. For DEXA services, uptake reached 65 per cent among patients aged 51–70 and 60 per cent for those aged over 70, demonstrating the accessibility and inclusivity of the solution.
By providing patients with 24/7 access to appointment management through Swiftqueue and the NHS App, the initiative has removed barriers for many individuals who may be unable to engage with traditional booking methods during working hours. Patients can now manage their appointments at a time and place that suits them, increasing autonomy and supporting more equitable access to care.
Feedback from patients has highlighted greater convenience, improved communication and increased confidence in managing appointments independently. Patients have reported a better understanding of available appointment options, appreciation for timely reminders and reassurance that accessibility and language requirements are being accommodated throughout their care journey.
The operational benefits have been equally significant. By reducing missed appointments and enabling self-service scheduling, administrative teams have been able to redirect time towards higher-value activities and patient support.
For every 3,000 appointments managed through Swiftqueue each month, an estimated 250 hours of administrative time are saved, creating efficiencies that benefit both staff and patients.
Importantly, the initiative has delivered benefits beyond appointment management alone. Reduced DNAs and improved scheduling efficiency have contributed to shorter patient pathways, more predictable service delivery and improved utilisation of clinical resources. The platform’s integrated feedback mechanisms also support continuous improvement by enabling patients to share their experiences and help shape future service development.
The success of the programme demonstrates how collaborative digital innovation can deliver meaningful outcomes for patients, clinicians and healthcare organisations. By combining technology with a strong focus on accessibility, inclusion and patient choice, Imperial College Healthcare and Dedalus have created a scalable model for modern outpatient care that aligns with NHS priorities around personalised, equitable and digitally enabled services.
The HSJ Partnership Awards celebrate successful collaborations that deliver tangible benefits across health and care. This shortlist recognises the commitment, innovation and partnership demonstrated throughout the project and the measurable impact it has had on improving access, experience and outcomes for patients.
Dedalus is proud to work alongside Imperial College Healthcare on this award-nominated initiative and congratulates everyone involved on this outstanding achievement. We wish the team every success at the HSJ Partnership Awards and look forward to continuing our partnership to improve healthcare experiences for patients across the NHS.
Read more about the HSJ Partnership Awards 2026.