Partial booking remains one of the most effective ways to improve attendance rates and remove scheduling friction across the NHS. It’s also a valuable lever to increasing flexibility, for both staff and patients.
But what exactly is partial booking, and why does it work so well?
What Is Partial Booking?
In a standard ‘full booking’ process, patients are scheduled into the next available clinic slot that fits the required timeframe. For example, if a patient needs a follow-up in six months, we find and book them into a slot dated six months from today - even if they have no idea what their availability will look like that far ahead.
Partial booking introduces a different approach, with two key elements:
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The patient is given a target timeframe and added to a waiting list.
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When it’s time to book, the patient is contacted and asked to choose a time that suits them.
Anything outside of this process isn’t true partial booking. Both steps are essential. Trusts that only adopt part of the model rarely see its full benefits.
This shift in process does require different administrative support compared to traditional booking, which is why some trusts have reverted to full booking after initial implementation challenges.
Why Partial Booking Works
Let’s look at some of the main reasons patients don’t attend their appointments, and how partial booking helps address each one.
“The time didn’t suit me.”
This is one of the most common, but least acknowledged, reasons behind Did Not Attends (DNAs). Patients often don’t mention it during rebooking conversations, but it shows up as increased call volumes, clinic rework, and rescheduling pressure.
Making patients call in to reschedule isn’t always effective. Many can’t get through, and some give up trying. Partial booking puts the patient in control by letting them choose a time that works. When appointments align better with their schedules, attendance improves.
“I forgot.”
It’s easy to forget something you were told about six months ago. Our research shows a strong link between notice period and attendance - shorter notice generally means higher attendance. Partial booking naturally shortens the gap between booking and the appointment, especially when paired with digital reminders, helping patients stay on track.
“I didn’t know.”
With partial booking, patients are required to confirm their appointment. This proactive step improves data accuracy by ensuring contact details are up to date. While that can be a manual task, it avoids wasted time and resources sending letters to the wrong addresses or to patients who’ve moved on.
Most systems also include a ‘safety net’ - patients who don’t respond within a set timeframe are booked automatically. But these forced bookings often lead to higher DNA rates. When patients choose their slot, they’re far more likely to show up.
“The appointment didn’t feel important.”
This is especially common for patients with long-term conditions. When we engage patients in the booking process, we give them space to ask questions and reinforce why the appointment matters. Sometimes, it also offers an opportunity to reroute them to a different pathway if their needs have changed.
Beyond Attendance: The Operational Benefits
Partial booking doesn’t just help patients. It also supports more efficient and flexible clinic operations.
Greater flexibility for staff
Staff are the most valuable resource in any healthcare setting, and change is inevitable. Clinics move, staff leave, and annual leave is booked. In a full booking system, these changes can trigger widespread cancellations and rebooking. In fact, 51% of patients we surveyed said their appointment had been rescheduled by the hospital at least once.
Partial booking allows clinics to remain unfilled until closer to the appointment date, reducing the need for disruptive changes and freeing staff from endless rework.
Stronger clinical outcomes
Getting the timing of follow-ups right matters. If a patient is seen earlier than needed, it increases workload without clinical benefit. If they’re seen too late, there’s risk of complications being missed, some with serious consequences.
Full booking makes it harder to manage this. Once clinics are booked far in advance, any cancellation creates a ripple effect. Either patients are pushed back, or the trust has to find new capacity through initiative clinics. Partial booking keeps clinical timelines more manageable and predictable.
What’s Holding Trusts Back?
Despite the benefits, adoption of partial booking across the NHS remains patchy. So what’s getting in the way?
“We’ll have to cancel and rebook everything.”
This is a common misconception. While a clean break may seem ideal, it’s rarely practical. A phased approach - allowing current full bookings to move through the system while future appointments adopt partial booking - provides a smoother, more manageable transition.
“We can’t handle the phone calls.”
Partial booking does shift some of the workload to earlier in the process. But that doesn’t mean more pressure. In fact, many clinics see reduced demand on reception teams because fewer patients are queueing to reschedule in person.
That said, success relies on having well-trained call handlers and good communication processes. Digital tools can make a big difference here. Letting patients book online or via SMS reduces the need for phone calls, cuts paper use, and makes the experience more convenient for everyone.
Partial Booking: the way forward
Partial booking is more than a better way to scheduling in the NHS. It’s a better way of working. It gives patients control, reduces avoidable DNAs, and supports a more responsive, efficient healthcare system.
When implemented properly, it improves patient experience, protects clinical time, and makes life easier for frontline staff. The transition may require investment in process and technology, but the long-term benefits make it a change worth making.
Ready to make the switch, but unsure where to start? Book a free discovery call with our transformation experts to explore how it could work for your clinics.