Result
9 in 10
late cancellations rebooked
Patients choose which of our sites they will go to. Quellow only offers them slots there.
Tom Hendry, clinical director
Why a shared waitlist mattered
Northgate’s three clinics each kept their own list of patients who wanted an earlier slot. A 45-minute gap in Clifton could not go to a patient waiting in Horfield, even though she drove past Clifton every day.
In Quellow, each patient on the waitlist ticks the sites they will attend and the kind of appointment they need. A free slot is only offered to people it actually suits.
Longer appointments, fewer holes
Physio sessions are 30 or 45 minutes, so a single cancellation leaves a large gap. Quellow offers the whole gap first, then splits it into two shorter follow-ups if nobody takes it within an hour.
Result
Nine in ten cancellations made more than four hours ahead are now rebooked. The team stopped double-booking first appointments to cover no-shows.