Learn how together we've reduced 'did not attend' (DNA) rates by 35%
The Royal Orthopaedic Hospital is a National Health Service specialist orthopaedic hospital situated in Northfield, Birmingham, England.
The vast majority of patient interactions with secondary care are through outpatient clinics. In fact, 85% of all UK hospital-based activity (excluding A&E) is accounted for by outpatient appointments. One in five potential appointments in England, and one in four appointments in Wales, are cancelled or reported as DNA.
A recent OFCOM survey showed that smartphone ownership in those aged over 60 years was at 72%, and over 90% for the remainder of the population.
Before partnering with DrDoctor, ROH’s DNA rate for the clinics that were identified as in-scope for DrDoctor were at a high baseline of 10.9%. Clearly, there was an opportunity to leverage mobile technology reduce this, while improving the quality of care for patients.
Appointment Management was implemented to improve efficiency and patient experience throughout the Trust. Specifically, ROH needed to:
Figure 2. Completed implementation plan of DrDoctor’s Scheduling at ROH. 70% of clinics were live within nine weeks, and the entire implementation process was completed within ten weeks. Success, an ongoing work stream to maximise the benefits of Appointment Management, will continue to run indefinitely.
"DrDoctor were engaged throughout the process and worked closely with the operational team to ensure that the system was set up quickly, and thorough testing was undertaken to make certain that there were no technical issues at “go live”.
Matthew Payne, Clinical Services Manager, Senior Responsible Officer, The Royal Orthopaedic Hospital
We’re not an off-the-shelf kind of company. Working with us means taking the time to understand your challenges, priorities and everything else in between.
Get in touch with one of our solutions experts to learn more about Appointment Management.