Five Faces Deploys Patient Check-In and Queueing at Peninsula University Hospital

SECTOR UPDATE - Five Faces

Australian patient experience provider Five Faces has deployed a Patient Check-In and Queueing solution for ambulatory care appointments at Peninsula University Hospital in Frankston, Melbourne.

Commissioned by the new hospital’s builder, Lendlease, the system aims to improve the patient experience and flow for pre-booked hospital appointments for outpatient care and check-in on the day of surgery.

Patients use their mobile device to access a Patient Hub that guides their journey before, during and after their outpatient appointment. This includes viewing and managing appointments, receiving information and resources, completing digital forms, using secure messaging, checking in, and completing surveys.

The solution is designed to address patient needs related to accessibility, cultural and language differences, and digital skills. For example, checking in to an appointment can occur via mobile, a multi-lingual kiosk, or with staff assistance.

Administration and clinical staff gain workflow efficiencies and real-time visibility of patient status on the day of the appointment.

The $1.1 billion project was delivered in January 2026 by the Victorian Government as a public private partnership. Peninsula University Hospital will remain as a public hospital with all clinical services operated by Bayside Health. Other facilities on the hospital campus have implemented a similar Patient Check-In and Queue Management solution from Five Faces as Phase 1 of the overall project, supporting multiple specialist areas across the Peninsula University Hospital site, including Women’s and Children’s, Orthopaedics, Oncology, and the Frankston Public Surgical Centre.

“This dynamic digital solution is helping to improve the overall journey for our patients,” said Paul Butler, Executive Director, Strategy, Capital and Digital at Bayside Health Peninsula. “We are delighted that this cutting-edge facility is matched by equally modern, seamless technology that meets the needs and expectations of our patients.” 

“We are delighted to modernise the patient experience for the new and existing facility in Frankston,” said Nicole Nixon, CEO of Five Faces. “Patients now expect a digital-first approach that not only gives them more control over their journey, but also keeps them informed every step of the way. Whether it’s managing appointments, understanding next steps, or receiving updates on expected wait time, they want clear communication and transparency. At the same time, staff benefit from reducing the burden of manual administration, making it a win-win situation for both patients and healthcare providers.”

Source: Five Faces media release

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