Automated systems increasing choice

Released 07/06/2010

Survey reveals practices believe automated systems improve patient choice

A new survey published this week reports that almost 100 per cent of surgeries using automated phone appointment booking systems feel that they have significantly increased patient choice.

The survey, carried out by IMC Research on behalf of Voice Connect, was sent out to over 3,000 GP practices across the UK. As part of the study, practice managers and partners were asked to identify the functions and services they felt would enhance the appointment process and improve patient access.

Automated systems enable patients to manage their own appointments by calling their surgery at any time of the night or day to book appointments. The system allows an individual practice to specify and control when slots are available for patients.

They can also cancel and review their times, which helps to reduce a surgery's DNA rate (did not attend). Of the surgeries using an automated system, 96% agreed that it had improved patient choice at their practice, whilst 85% reported that their patients regularly call out of hours to manage their appointments.

One surgery which uses an automated system is the Kingthorne Group Practice in Doncaster. Practice manager Alison Maw explains how the service has helped them. "Since using the system, the number of calls coming in to reception has significantly reduced," she comments. "It also has the added benefit of enabling patients to cancel appointments at the weekend so we are aware first thing on Monday morning of any appointments that have become available."

"With the Health Bill announced in the Queen's speech last month focusing on reducing inequality in healthcare and cutting bureaucracy, primary healthcare facilities will be looking for ways to reduce the administrative burden whilst improving services for patients - a tall order," comments Stefan Olsberg, managing director of Voice Connect. "Despite advances in technology, many people still find it difficult to get through to their doctor and make or cancel an appointment, so improving access is fundamental to improving services."

Missed appointments cost the NHS an estimated £600 million each year, with around 6.5 million appointments missed from 2007 to 2008.

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