More Than Just a Patient Engagement Portal

Our patient engagement portal, Patient Hub, helps NHS trusts improve patient engagement, reduce missed appointments and manage waiting lists more effectively, while giving staff more time for direct care. Aligned with NHS commitments to digitise services, it empowers patients while helping trusts meet recovery and performance targets.

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Why choose our patient engagement portal

£92m

saved in NHS appointment efficiency

61m

appointment and reminders sent

465,000

additional appointments attended due to our portal

82%

patient response rate. Higher than any other PEP

Empowering patients, optimising resources, achieving results

Patient Hub, our patient engagement portal: Proven technology deployed at pace and scale.

Improve operational insights

Monitor real-time data to allocate clinical resources where they deliver the greatest impact.

Optimise staff utilisation

Reduce administrative burden and maximise clinical time so teams can focus on delivering high-quality care.

Leave no patient behind

Engage every patient through their preferred channel, with built-in translation for inclusive and accessible care.

Gain rapid adoption

Achieve 70% patient uptake – typically in three months.

Reduce DNA rates and reallocate cancellations

Cut missed appointments with smart reminders, AI DNA prediction and easy self-service, freeing up valuable slots.

Validate waiting lists

Proactively manage waiting lists and patient wellbeing to reduce backlogs, cancellations and delays.

Royal Cornwall Hospitals NHS Trust
Leeds Teaching Hospitals
Chesterfield Royal Hospital NHS Foundation Trust
Hampshire Hospitals NHS Foundation Trust

Work smarter with our patient engagement solution

Our patient engagement portal, Patient Hub, is on our Liberty platform, which puts you in control.
Proven low-code application development, robotic process automation, AI and cloud-based contact centre tools to make your best ideas happen – at speed and scale.

Cutting DNA rates by 32% with Netcall’s patient engagement solution

To tackle health inequalities driven by language barriers, low health literacy, and sensory impairments, Liverpool Women’s NHS Foundation Trust partnered with Netcall to deploy a co-designed, fully accessible Patient Engagement Portal (Patient Hub). By embedding plain English communications, British Sign Language (BSL) videos, audio options, and translations across the top 10 local languages directly into routine workflows, the Trust transformed digital appointment management into an inclusive service. The solution achieved a 66% digital adoption rate upon initial rollout, reduced Did Not Attend (DNA) rates by up to 32%, and delivered thousands in monthly administrative savings while restoring independence and dignity to diverse patient groups.

Read the full Liverpool Women’s NHS Trust case study to find out more about how the trust used our portal for good.

Patient engagement portal FAQs

Patient engagement portals tackle administrative delays and missed appointments (Did Not Attend / DNAs) by making it quick and frictionless for patients to interact with their hospital care plans.

It reduces operational pressure through:

  1. Replacing delayed postal letters with SMS or email notifications containing secure sign-on links
  2. Allowing patients to cancel or reschedule unwanted slots with a tap, giving hospital teams immediate visibility to reallocate freed-up appointments
  3. Sending digital surveys to check if patients still need treatment, allowing trusts to safely discharge unneeded cases and optimise clinic capacity
  4. Giving patients direct control to request follow-up appointments only when symptoms require it, eliminating unnecessary routine checks.

Improving patient engagement requires removing barriers to communication, providing modern digital self-service tools and giving patients greater control over their care journeys.

Healthcare providers and NHS trusts can drive meaningful engagement by adopting key strategies:

  1. Transition from paper letters and rigid phone lines to secure digital portals (such as our patient engagement platform) accessible via simple SMS or email links on any smartphone or web browser
  2. Ensure digital tools meet accessibility standards and offer auto-translated content, easy-read formats, screen reader support and British Sign Language (BSL) resources so all patient groups can engage
  3. Give patients the autonomy to confirm, cancel or reschedule outpatient appointments, complete pre-assessment health forms and track their care status in real-time without calling hospital teams
  4. Move away from routine, fixed follow-up appointments by allowing patients to initiate contact and book clinic visits only when their symptoms or personal circumstances require it
  5. Integrate front-door communications with underlying Patient Administration Systems (PAS) and Electronic Patient Records (EPR) while maintaining automatic postal backup workflows to ensure digitally disengaged patients are never left behind.

Find out more about Patient Hub or request a demo.

Patient engagement portals can automate waiting list validation for long-waiting patients, helping NHS trusts identify patients who still need treatment and those who no longer require care. This helps maintain accurate waiting lists, reduce administrative workload and free up capacity.

Yes. Patient engagement portals, such as Patient Hub, can target specific patient cohorts with digital validation campaigns, helping NHS teams efficiently confirm whether patients still require treatment and manage waiting lists more effectively.

Yes. Our patient engagement portal, Patient Hub, integrates with Patient Administration Systems (PAS), Trust Integration Engines (TIE) and other healthcare systems. Data can be exchanged using HL7, FHIR, APIs or CSV.

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