Improving patient phone access can save NHS money

Released 30/06/2010

Research finds automated appointment systems a help

An automated phone appointment booking system is both helping to reduce the £180m cost that GPs face for patients who fail to turn up for their scheduled appointment, and improving patient choice, according to communication specialists Voice Connect.

Earlier this month, EMIS published a study which concluded that giving patients more control over their appointments through online booking could save the NHS an estimated £300m a year.

Whilst online booking is on the increase, Stefan Olsberg, MD of Voice Connect, believes the key to reducing waste through missed appointments lies in giving patients greater control, more choice and freer access to the appointments system through enhancing both phone and online services.

"Online booking is becoming increasingly popular amongst patients, but it requires pre-registration and access to a computer," he explained. "Whilst it has its place, it's important to remember that an automated phone system also offers the convenience of around the clock access to book, cancel or amend appointments."

It is estimated that missed appointments (DNAs) cost GPs £22 per appointment which equates to a cost of over £340,000 a week to the NHS. New technology such as automated phone access, online booking and text messaging have all been used to help cut the total of DNAs, whilst widening patient choice and improving access.

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