Patient Reminder System to Cut Down Wasted Appointments

Provident Launch Patient Reminder Healthcare Software for NHS24 in Scotland

NHS24 Scotland recently commissioned Provident to Deliver Healthcare Software for the NHS 24 Patient Reminder Service (PRS) with the aim of reducing ‘did not attend’ (DNA) rates across 15 outpatient specialties.

The service operates from the Cardonald Contact Centre between the hours of 9:00-20:00 weekdays and 12:00-16:00 on Saturdays. The service delivery target is to achieve a contact rate of 75% (where the contact data provided is correct/complete), rising to 80% in 2012/13.

Health Secretary Nicola Sturgeon saw a demonstration of the Patient Reminder Service during NHS 24’s Annual Review and heard more about how the scheme will be extended to a wide range of Health Boards during 2012 & 2013.

She said: “It is every patients’ responsibility to keep their appointments, but we also recognise that the NHS has a role to play in helping to make appointments convenient for patients. The reminders have already achieved great results and with more Health Boards set to trial them we can hope to see a better service for patients and a reduction in NHS time wasted."

The NHS 24 Patient Reminder Service covers approximately 15 specialities, which will lead to increased capacity from the DNA reduction and rebooked appointments.

While most reminders are given using NHS 24 call operating staff, future offerings will include reminding patients by an automated phone message or SMS text.

The PRS service is currently being rolled out across health boards in Scotland, these include – NHS Lanarkshire, NHS Greater Glasgow and Clyde and NHS Grampian, Provident is working closely with NHS24 to roll out these service, and develop new functionality such as SMS and other automated reminders.

More information and a video on the PRS (Patient Reminder Service) can be viewed here.