Case Study

Patient Empowerment App, SHREWD WaitLess, Reduces A&E Attendances

Sarah’s Story:

Sarah first discovered WaitLess when her daughter injured her foot and needed medical attention. Upon arrival at their local A&E department, she was shocked to find it incredibly busy and worried they would have a lengthy wait before they were seen. Luckily, she downloaded WaitLess and was relieved to find another local hospital had much shorter waiting times, meaning, including travel time, they could be seen much sooner.

“My daughter was at a local church group when she tripped over, hurting her foot and I realised that she would need medical attention. Margate Hospital was absolutely crowded; the waiting time was about three hours because it was so rammed. Somebody happened to say that they were waiting for an x-ray for four hours already. I noticed a sign for the WaitLess app and downloaded it. I could then see what locations were still open and where was busy. It said Canterbury had a much shorter wait time so we went to KCH and there was only one other person waiting. We were actually seen in less than an hour.”

WaitLess is free and easy to use. I think it’s a great idea – I love it.

“I do first aid at sports events and WaitLess is great for that because if someone comes in with a minor injury, like a broken wrist, you can have a look at the surrounding area to see where has the shortest waiting time. I can then say, well you can go to Ashford and wait four hours, or you can go to Margate and wait five minutes!”.
“There’s a few of us who work together and we all have WaitLess on our phones. Obviously if it’s something serious we would call an ambulance, but for minor injuries it’s absolutely amazing. It saves a lot of bother for the hospital staff too because you don’t have people coming in to a busy A&E for something small. We could have sat for hours in A&E, but because I could see the waiting times, it saved my daughter an uncomfortable night sat on a chair. WaitLess is worth its weight in gold”.

WaitLess is patient-facing app that displays real-time queue numbers, wait times, travel time and site services information as well as the NHS England national pharmacy directory, empowering users to choose the fastest place to access urgent care services for minor emergencies.

  • 11% reduction in minor injuries activity in A&E, specifically during busiest times
  • 5% reduction in overall A&E attendances
  • Supports patient-choice and improved patient satisfaction
  • Supports the reduction of system pressure and breeches of urgent care targets
  • Reduces unnecessary costs through the redirection of patients to less expensive care
  • Free NHS England pharmacy directory available to download nationwide
  • Enables urgent communication of provider site and service updates during national crisis


Founded by NHS clinicians, ORCHA is the world’s leading digital health evaluation and distribution organisation. We provide services to national health bodies across three continents, including the NHS in 50% of UK regions, delivering national accreditation frameworks, bespoke Digital Health Libraries, and professional recommendation tools, specific to the needs of our clients. ORCHA’s unique Review Engine assesses digital health solutions against more than 300 measures across Clinical/Professional Assurance, Data & Privacy, and Usability & Accessibility, plus additional criteria depending on needs.

See how ORCHA works

Discover how our services, including Reviews, Digital Health Libraries, and market intelligence reports, can work for your specific needs.

Sign up to our newsletter

For regular updates on digital health, apps, industry news, and more, sign up to our mailing list here.

Your Health and Care App Library

Search ORCHA’s App Library, featuring thousands of independent app reviews across a broad spectrum of health conditions. Every app is evaluated against more than 300 measures across Clinical/Professional Assurance, Data & Privacy, and Usability & Accessibility, making it easy for you to find the best apps for your needs.

Contact us

For more information about our services, to request a demo, or for advice on any aspect of digital health, please get in touch.