Case Study: Bupa Medical Visa Services achieves streamlined appointment bookings and a high NPS (75) with Q-nomy's Q-Flow

Bupa Medical Visa Services streamlines their appointment bookings to in-centre service and achieves excellent NPS

Bupa Medical Visa Services (BMVS) was contracted by the Australian Department of Home Affairs to manage visa-related health assessments across six dedicated centres, handling more than 250,000 applicants a year. Facing a tight turnaround and pressure to exceed government standards, BMVS needed a scalable, reliable solution to streamline appointment bookings through to in-centre arrival, support up to 1,600 daily appointments, provide real-time performance reporting, and personalise the customer experience.

NEXA deployed its Q-Flow customer journey solution with omni-channel booking, a bespoke payments module, automated confirmations and reminders, barcode check-in, digital queue screens and live dashboards. Rolled out in four months, the system reduced no-shows and reschedules, increased available appointment capacity, improved operational efficiency and applicant preparedness, and gave management real-time data for decision-making — with customer NPS consistently high at 75 and clearer revenue reporting across centres.

Bupa Medical Visa Services