Hospital Appointment Reminder Service

Betsi Cadwaladr University Health Board (BCUHB) is geographically the largest health organisation in Wales, providing services for a population of over 670,000 people with around 1.1 million outpatient appointments scheduled each year. Last year around 70,000 patients did not attend (DNA) their appointments. Working from the premise that this technology has become a ‘way of life’ for most of us, the principle that patients should receive reminders of appointments was adopted. By implementing an automated appointment reminder service that delivers SMS (text), interactive voice and agent telephone call reminders, the health board aims to both reduce the number of DNAs and also improve clinic management by receiving cancellations early enough to reallocate appointment slots. Each unused or missed appointment costs the Health Board £120 - £160. Over 875,000 appointment reminders have been sent over the last 12 months freeing up over 10,600 appointments for reallocation. For further information, please contact: Richard Westwood, Specialist Information Analyst, Betsi Cadwalader University Health Board,

 Posted by Good Practice Wales
 29/03/2017   Categories: Outpatients - Waiting List Management Outpatients Improvement Programme
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