Case Study: King’s College Hospital achieves 77% reduction in children’s phlebotomy wait times with Qmatic

King’s College Hospital improves the patient experience in its children’s phlebotomy department

King’s College Hospital, one of London’s largest teaching hospitals, faced long waits in its children’s phlebotomy clinic and lacked reliable data on queue times, demand fluctuations and staffing needs. Qmatic was engaged to deliver a patient journey management solution — including Qmatic Orchestra, self-service kiosks and the Qmatic Coral Voice Unit — to track patients through the journey and give families clear expectations of wait times.

Qmatic implemented ticketing, digital signage, keypad/voice calling and realtime analytics to manage the queue and surface operational data. The solution cut average waiting time for blood tests from 90 minutes to 20 minutes (a 70‑minute / 77% reduction), improved efficiency and data visibility for staffing decisions, and produced highly positive feedback from patients and staff.

King’s College Hospital

Laura Duffell

Children’s Ambulatory Matron