The Trust was experiencing DNA (Did Not Attend) rates of between 6% and 7%. Appointment reminder letters were routinely sent out to patients but any follow up was on an informal basis with no process in place to confirm attendance. In real terms this equated to over 30,000 missed appointments a year.
OutpatientRemind+ from the Appointment Management Cycle was implemented in the Outpatients Department at Ipswich Hospital. Patients who have supplied their mobile number receive an automated reminder call prior to the appointment. A text reminder is also sent two days prior to the appointment.
The Outpatients department reported a drop in DNA rates from 7.64% in September, just before the start of the project, to 6.42% in November. It is now less than 4.9% and continues to drop. Annual savings for the year since the project started exceed the planned £500,000.