Unlocking digital-first healthcare at Bradford Teaching Hospitals
digital appointment invites sent in 1 year
digital letter uptake for eligible patients
weeks from contract signed to fully live
Making Bradford a digital-first Trust
Moving to Digital by Default
Improving choice of communications
Patients now automatically receive appointment reminders via SMS, email or by viewing details on the Patient Portal. While reducing the DNA rate was a factor, the key outcome was to provide more contextual information to patients. A customised SMS message reassures patients so they know exactly what stage of their care journey they were in.
Providing this information on a clinic-by-clinic basis was key to improving the patient experience. For example, all SMS messages in Paediatrics now provide a specific number for certain consultants, cutting out a step for patients.
Patients still have the choice to call the booking team if they prefer to speak with someone directly or they can manage the entire process via SMS.
The DrDoctor product has exceeded our expectations. We were set-up and live within 12 weeks of signing the contract. After one year we have now sent over half a million digital invites.
A remodelled appointment service
Digital Assessment forms retain all the benefits of paper-based forms, but also provide new value. Patients could receive and fill out the form online meaning they can do so from the comfort of their own home. This vastly better experience results in a much more engaged patient. The information they provide is also of higher quality as they have the time and space needed to consider their answers fully.
Answers can be submitted from 7 days before the appointments up to the day it is scheduled. Clinicians review Assessments on the day to ensure they receive the most up to date information. This means less time in waiting rooms, less time wasted in appointments and a happier patient.
Our consultants often tell me that, in all their time working for the NHS, they’ve never seen a digital project have such positive patient feedback.