The power of digital communications: improving outpatient attendances in south London

Abstract

Missed appointments represent a significant burden to healthcare budgets. The average 'did not attend' (DNA) rate across the NHS is 6.7%; however, significant variation can be observed. In 2015, Guy's and St Thomas' NHS Foundation Trust observed a DNA rate of 13.5% and partnered with Dr Doctor to reduce this by implementing their innovative outpatient scheduling and booking platform. The overall rate has reduced by 17.2%; Guy's and St Thomas' NHS Foundation Trust has estimated a £2.6 million financial benefit in the first year and 91% of patients would recommend the service. This case study describes the onboarding process for DrDoctor's platform across Guy's and St Thomas' NHS Foundation Trust, the benefits delivered and next steps for the partnership .