Utilising all appointment slots with a solution that pays for itself
‘Did Not Attend’ (DNA) rates are a problem for many hospitals and NHS Trusts. The Sheffield Teaching Hospitals NHS Foundation Trust DNA rate was 7.6% for new patients and 8.9% for follow-ups. The average cost of each DNA was £101.
They had tried text reminders with variable success. An effective appointment reminder solution was urgently needed to manage reminders for 850,000 appointments per year. Primarily, the hospital wanted to ensure that all patients received their required care in a timely manner. But it was also important financially to prevent wasted appointment slots. These slots could be re-utilised for other patients, assisting with both objectives.
Remind+ is a feature of Liberty Converse, Netcall’s omnichannel contact centre solution.
“We are aiming to obtain a 30% DNA reduction, which will equate to £1 million saving per year for the Trust.”
Paul Harriman
Assistant Director, Sheffield Teaching Hospital NHS Foundation Trust
ROI
achieved in 5 weeks
£1m
DNA savings per annum
20-40%
reduction in DNA rate
“Like all solutions we have encountered teething problems and have proposed modifications to the core system. Netcall staff responded to these requests and these system changes should help us to further improve our DNA reduction.”
Paul Harriman
Assistant Director, Sheffield Teaching Hospital NHS Foundation Trust
With our contact centre solution, Liberty Converse, you’ve got the tools and AI to deliver standout self-service, omnichannel interactions and customer experience analytics
Hampshire Hospitals posted appointment letters to patients and had over 8,000 different letter templates to manage. Sending letters in this way was inconsistent and a costly admin burden. A whole heap of appointment slots were being wasted.
University Hospitals Birmingham NHS Foundation Trust joined with Heart of England NHS Foundation Trust – they now had multiple legacy IT and telephony systems that were heavy on resource support and with high annual costs, and most were held on-premise.
The hospital wanted to expand their use of RPA and they looked at dispensing prescription medication. It’s vital that patients are given the correct medication, especially those with severe allergies.