Outpatients transformation

Transforming patient experience with our patient engagement portal, Patient Hub

The challenge

The Royal Cornwall Hospitals NHS Trust (RCHT) is the main provider of acute and specialist care services in Cornwall and the Isles of Scilly. It serves a population of around 470,000 people, a figure that increases significantly with visitors during the busiest times of the year.

Optimising referrals

RCHT embarked on an outpatient transformation programme to optimise their referrals and give patients greater control and convenience with their appointments – meaning less time travelling to hospital appointments and in waiting rooms — and better access to follow-up hospital care when needed. They implemented Patient Hub, our patient portal, to support these goals.

“Working with Netcall has been great. They’ve listened to our ideas, they’ve understood and got the vision of what we were trying to achieve in terms of an end goal.”

Claire Florey

SRO – Outpatient Transformation, Royal Cornwall Hospitals NHS Trust

The solution

“Before the implementation of Patient Hub, my day was a lot more paper based so the only way that we could tell patients about their appointments is by sending letters in the post. It’s amazing to have something that is automatically sending text messages and emails.”

Charles Webb

Outpatient Booking Coordinator, Royal Cornwall Hospitals NHS Trust

The result

  • A single point of referral entry has streamlined the patient journey and give the most appropriate treatment
  • Improved patient experience, 70% now access appointments through the patient portal
  • 56% reduction in DNAs as patients manage their own healthcare
  • Saving 1,677 p/m otherwise wasted appointments, supporting elective recovery
  • No patient left behind, an integrated journey through telephony and legacy systems
Hear it for yourself



patient uptake


reduction in DNAs


appointments p/m saved from wastage

Limitless possibilities

Empower your patients to self-serve and increase capacity throughout your Trust by reducing the admin burden on your staff

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