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 proud 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 times, 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.”
For more information contact:
Five Faces: Cathy Marshall, , 0405 335 688
About Five Faces
Five Faces is an Australian digital patient experience software company that helps hospitals and health services deliver a unified digital experience across complex care journeys. Clients include leading health services such as NSW Health, Bayside Health, and King’s College Hospital London in Dubai.
Five Faces has been recognised through joint digital health innovation awards with healthcare clients, including the NSW Government Premier’s Award and a 2025 Queensland iAward from the Australian Information Industry Association. www.fivefaces.com.au
About Bayside Health
Established in January 2026, Bayside Health brings together the combined expertise of five health services to deliver high-quality care at every stage of life.
With more than 15 major sites and a range of clinics, we provide care that welcomes newborns, supports older people, and cares for the important stages in between.
Our network includes Australia’s busiest Emergency and Trauma Centre and largest Intensive Care Unit at The Alfred, ensuring critical care is always within reach. From here we offer nineteen statewide services that support communities across Victoria.
Among our community care services, MePACS – a personal alarm service – provides peace of mind for around 50,000 elderly and vulnerable people throughout Victoria and Australia.
The new Peninsula University Hospital in Frankston opened in January 2026, with the state of the art facility revolutionising local care provision. The new Community Hospital on Phillip Island will also provide a much needed local facility for locals and visitors when it opens in 2026.
Our team of more than 22,000 dedicated staff deliver exceptional, equitable, and locally connected care through shared expertise, genuine compassion, and a commitment to continuous improvement.
