Driving transformation with appointment system overhaul.
Webex (formerly Healthcare Communications) was selected to provide their Patient Engagement Portal as it offered everything they needed in one place, but the Trust discovered that their EPR did not have all the data needed, so a complete transformation was necessary to enhance and automate internal procedures.
The team worked with the Trust to get their processes ready for the implementation and supported them to develop an approach that took the utmost consideration for any impact on the service user, including automated, digital-first appointment reminders, hybrid mail and patient portal.
Experts by Experience helped in testing and feedback on the communication preferences messaging and letters to make it as accessible as possible.
In 1 week, the Trust saw a 57% digital adoption rate, whilst the ease-of-use and convenience of digital messaging was positively received by service users.
More swift benefits included an impressive 30% reduction in DNAs, and a dramatic staff time saving.
