Improving Patient Experience & Solving Communication Problems at Great Ormond Street Hospital

Learn how together we've lowered DNA rates and generated financial savings, while developing a solution that transforms patient experience.

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Abstract

GOSH had an inconsistent approach to patient appointment reminders and the format and arrangement of SMS messaging, in spite of already using SMS messages as a means of patient communication.

DrDoctor worked together with GOSH to develop a standard format for reminding patients of their upcoming appointments. This format was implemented uniformly across all specialties and included bespoke content designed specifically for GOSH.

96% of responders found the layout and appearance of the SMS messages to be extremely helpful or very helpful. 100% were satisfied that they could now cancel or rearrange their appointment by SMS message.

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