Customer story

1.6 million patients opt in to digital transformation at University Hospitals Birmingham

Learn how University Hospitals Birmingham partnered with DrDoctor to reduce DNAs by 18%, digitise communications and save 18 hours of admin time weekly.

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Here's the TL;DR

University Hospitals Birmingham NHS Foundation Trust (UHB) were dealing with high DNAs, long wait times, overwhelming amounts of follow-ups, and administrative cost inefficiencies from paper-based processes.

DrDoctor entered to launch a full-scale digital transformation, designed to empower patients to manage their care, reduce DNAs, improve operational efficiency, and ultimately join up entire end-to-end pathways.

UHB saw a 18% reduction in DNAs, over 1.6 million patients opt into digital comms, 18 hours of saved administration time weekly - and much more.

Let’s set the scene

UHB is one of the largest NHS Trusts in England - but being responsible for the health of so many people brought with it significant challenges. High DNA rates, ever-growing follow-up backlogs and patients enduring long wait times.

2.8m

Patients served annually

21,000+

Members of staff

10%

Appointments resulting in DNAs

So, what's the deal?

UHB WTD-1

Operations were negatively impacted by a reliance on paper and telephone communications, wasting precious staff time and money that could be utilised elsewhere. It was time to modernise and create a patient-first, digital-first approach model.

Despite these very real challenges, UHB saw a very real opportunity to lead the way in terms of what is possible for digital transformation within the NHS. This transformation needed to be flexible, scalable and most importantly, not leave patients – or staff – behind.

The Trust wanted to know whether new patients still required their appointments and if follow-ups were necessary. They also sought to digitally empower their patients, gently moving away from restrictive and outdated communications.

And here's what we did

We started with a full review of the elective care pathway to understand how challenges could be addressed. Alongside an operational team at UHB, we developed an all-eventualities-covered roadmap to overcome these issues, and designed a digital suite.

We then worked with UHB to ensure their staff were fully equipped to understand and use these new products through webinars, workshops, and ongoing support from the DrDoctor teams. This would then trickle down to empowering patients, getting them up to speed with the changes and trusting the new process.

Manage their care from their phone
Communicate securely with staff at their convenience
Request follow-ups only when clinically needed
Receive notifications and information in one trusted place: the NHS App

UHB runs a hybrid healthcare model that brings together the best of digital innovation and traditional care.

They have set a leading example in laying a digital foundation and bridging the gap in two-way communication between patients and NHS staff – who can now focus on real clinical care thanks to the automation of tasks. Through this, the Trust has saved money across the board…

What is hybrid healthcare?

Looking forward

What’s next for UHB?

The next step will be to roll out Automated Scheduling, enabling “right first time” scheduling. This will give patients the ability to book their own appointments at a time that works for them, reducing admin bottlenecks, cancellations, and drastically improving the patient journey.

The UHB and DrDoctor teams have already expanded their understanding of booking protocols in readiness for this next phase.

The Trust will also be implementing automated waiting list validation via eMeet and Greet, keeping patients updated and teams informed for those waiting for treatment.

See how Automated Scheduling works

Inside the UK’s £1bn DNA problem

HybridOS

Making Bradford a digital-first Trust

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