Case Study: Chelsea and Westminster Hospital NHS Foundation Trust achieves hybrid phlebotomy scheduling, virtual queuing and 5,000 monthly appointments with Sign In Scheduling

Making ground breaking progress in creating hybrid phlebotomy clinics

Chelsea and Westminster Hospital NHS Foundation Trust, an NHS phlebotomy service in London operating three clinics and hundreds of daily patients, was struggling with overcrowded waiting areas, mixed booking channels (walk‑ins, phone and GP referrals), and staff burnout during peak demand. To address this they partnered with Sign In Scheduling to introduce a digital, accessibility‑focused appointment scheduling solution including an online self‑service booking portal, hybrid clinic support and automated voice booking.

Sign In Scheduling rolled out a hybrid scheduling system across all staff—combining the online portal, a virtual queue, automated confirmations/reminders, telephone booking and reporting—without changing phlebotomists’ workflows. Within six months the trust reached about 5,000 appointments per month, with 20% booked via the Sign In Scheduling online page, 5% of those bookings via voice, over 12,800 virtual appointments and more than 9,200 patients served to date; staff adoption was 100%, queues were virtualised, communication improved and operational clarity reduced burnout.

Chelsea and Westminster Hospital NHS Foundation Trust

Eleanor Long