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)
-
Fulfilling clinical, academic & research goals in General Practice
Dr Ramya Raman is a Specialist General Practitioner, medical educator, and health policy leader. Raised in Orange in Central West NSW, where she lived for over 15 years, she brings a deep, lived understanding of rural and community healthcare to her work.
-
Mission to raise awareness of sarcoma and need for clinical trial funding
Sarcoma, a rare and aggressive cancer, remains the deadliest cancer for children and young adults, accounting for nearly one third (30%) of cancer-related deaths among those aged 15–24 and one tenth (10%) of those aged 0–14. Further, still severely under-diagnosed, sarcoma only accounts for one sixth (15%) of all cancer diagnoses in the 15 – 24 age group, and less than a tenth (8%) among children under 10.
-
WA and QLD RSV Immunisation programs show drops in infant hospitalisations
RSV is the number one cause of hospitalisation of Australian children under five years of age, according to the Immunisation Foundation of Australia (IFA). There are mounting concerns that Australians at greatest risk of severe Respiratory Syncytial Virus, or RSV will miss out on protection against the lung infection, with the Federal Government failing to commit to a national RSV immunisation program.
