DIGITAL TOOLS HELP HOSPITALS REDUCE MISSED APPOINTMENTS Creating more connected healthcare experiences for patients, using timely reminders and information

With
Nicole Nixon,
Chief Executive Officer
Five Faces

SEGMENT
Filmed in Sydney | August 2026

Nicole Nixon, CEO of Five Faces, says the Brisbane-based digital experience and software platform company is helping hospitals make outpatient and perioperative patient journeys easier for both patients and clinicians.

In an interview with the Australian Health Journal filmed at Australasian Institute of Digital Health (AIDH) recent HIC26 conference in Sydney, Nixon explains how Five Faces’ digital front door platform supports patients from the moment an appointment is created, providing information about appointments, preparation, hospital facilities and wayfinding. Patients can also complete digital forms and receive timely notifications, reminders and resources designed to reduce missed or cancelled appointments.

For more complex perioperative journeys, the platform provides patients with information and “nudges” at key stages of their preparation for surgery. Nixon says this helps patients understand what they need to do, request additional information and feel more prepared for their procedure.

Five Faces’ outpatient solutions have been implemented across Sydney Local Health District, Alfred Health and Peninsula Health, as well as hospitals elsewhere in Australia and New Zealand.

The platform also provides digital check-in through a patient app, while kiosks offer an alternative for patients who do not want to use an app. Hospital staff can monitor patient flow and identify potential blockages in the journey.

According to Nixon, one client achieved a 60% reduction in missed appointments through timely notifications, reminders and information.

“Our mission is to make healthcare experience easier for the patients and easier for the clinicians to deliver,” Nixon says, highlighting the potential for digital tools to improve patient preparation, engagement and ownership.

Source: Adapted from transcript using AI
Media access credit: Australasian Institute of Digital Health (AIDH)