The challenge
‘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.
A solution which pays for itself
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