You can't treat an empty chair!
Ipswich Hospital achieves a
38% reduction in Outpatient DNAs

Download Ipswich Hospital's full case study

The challenge

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.

Project outcomes

  • Increase in patient attendance
  • £322,000 savings in six months
  • Trust-wide DNA reduced to just 4.84%
  • Outpatient DNA reduced by 38%.

Remind, Rebook, Refill with Appointment Management Cycle

Download the Appointment Management Cycle brochure

The solution

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 result

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.

“When it’s noticed on the ‘shop floor’
we know we are moving in the right direction.”

Download Ipwich Hospital's full case study

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