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Enhancing Patient Services Through Digital Appointment Management: Evidence from Dedalus Swiftqueue.
Mobin Yasini1, Brendan Casey1, Dennis Rausch1
1Dedalus Research Lab, Italy.
Studies in Health Technology and Informatics
|May 23, 2026
Summary
Implementing Swiftqueue, a digital patient engagement platform, significantly reduced missed appointments (Did Not Attends or DNAs) and cancellations in outpatient scheduling. This digital solution also improved booking completion rates and decreased administrative workload.
Area of Science:
- Health Informatics
- Healthcare Management
- Digital Health
Background:
- European healthcare systems face pressure to enhance elective care efficiency and patient experience.
- Missed appointments (Did Not Attends - DNAs) present significant operational, clinical, and financial challenges for the National Health Service (NHS).
Purpose of the Study:
- To evaluate the impact of the Swiftqueue digital scheduling and patient engagement platform on outpatient appointment management.
- Assess the effectiveness of Swiftqueue in improving efficiency and patient engagement within an NHS trust.
Main Methods:
- A retrospective observational analysis compared manual versus digital appointment scheduling for plain-film X-ray referrals.
- Data collected from January to June 2024 across three hospital sites.
- Key performance indicators included DNA rate, cancellation rate, booking completion rate, and administrative time, analyzed using the Chi-square test.
Main Results:
- Swiftqueue implementation led to a 74% reduction in DNA rates (12.1% to 3.1%) and a 62% decrease in cancellations (31.0% to 11.8%).
- A 13% relative increase in booking completion was observed (82.8% to 93.4%).
- Administrative workload was reduced by approximately 20 hours per week.
Conclusions:
- Swiftqueue significantly enhances outpatient scheduling efficiency and patient engagement.
- The platform effectively reduces administrative burden in healthcare settings.
- Digitally enabled appointment management is a scalable strategy for elective care recovery and patient-centred services in the NHS.
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