Result
4 → 11
same-day slots a day
We used to leave slack in every list because the diary was always wrong. Now it is right, so the slack became appointments.
Owen Price, operations lead
A diary you can trust
Castell used to keep two or three empty slots in every clinician’s list as a buffer, because double bookings happened most weeks when two receptionists booked the same time.
In Quellow, if two appointments land on the same time, the one booked later moves to the nearest free slot with the same clinician, and the patient is told by text straight away.
Turning the buffer into bookings
With the diary correct, the clinic released its buffers as same-day slots for acute injuries, which patients book online from 7am.
The result
Same-day availability went from about four slots a day to eleven, and most are taken before noon.