Improving outpatient attendances at Guy's and St Thomas'

Learn how together we've reduced DNA rates by 17%, generated £2.6 million in financial savings and achieved a 91% patient satisfaction rating


saved in year 1
of implementation


reduction in


of patients would
recommend the service
About Guy's and St Thomas'

Guy's and St Thomas' NHS Foundation Trust is an NHS foundation trust of the English National Health Service, one of the prestigious Shelford Group. It runs Guy's Hospital in London Bridge, St Thomas' Hospital in Waterloo, Evelina London Children's Hospital and community services in Lambeth and Southwark.



Annual Appointment volume



Missed appointments represent a significant burden to healthcare budgets. The average ‘did not attend’ (DNA) rate across the NHS is 6.7%; however, significant variation can be observed. In 2015, Guy’s and St Thomas’ NHS Foundation Trust observed a DNA rate of 13.5% and partnered with Dr Doctor to reduce this by implementing their innovative outpatient scheduling and booking platform. The overall rate has reduced by 17.2%; Guy’s and St Thomas’ NHS Foundation Trust has estimated a £2.6 million financial benefit in the first year and 91% of patients would recommend the service. This case study describes the onboarding process for DrDoctor’s platform across Guy’s and St Thomas’ NHS Foundation Trust, the benefits delivered and next steps for the partnership.

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