Chelsea and Westminster Hospital
reduces Did Not Attend (DNA) rates to 9%

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The challenge

While Chelsea and Westminster Hospital’s Did Not Attend (DNA) rate were within the normal tolerances, they wanted to reduce the figure further. They calculated that a missed appointment cost £93; a waste of resources and incredibly valuable appointment slots that could be re-allocated to other patients.

The solution

Netcall’s OutpatientRemind+ was chosen as a cost-effective solution which integrated with the hospital’s existing telephony. The solution is now implemented by 17 specialties across the hospital and more are to follow. Reminders are sent to almost 1,000 patients every day and had an instant impact on DNA rates – a reduction from 13% to 9%.

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