90% of patients surveyed would recommend receiving appointment letters digitally.
Although appointment letters are necessary, the manual burden of creating, printing and posting is a huge problem for staff. They also create lengthy call queues, and without an easy way for patients to cancel or reschedule, the number of DNAs (Did Not Attend) and wasted slots can have a major impact on hospital efficiencies and clinic capacity.
NLAG needed a new letter solution to tackle staff admin burden, whilst reducing their 10.5% DNA rate and postage costs, and selected the Webex (formerly Healthcare Communications) Patient Engagement Portal.
The portal empowers patients to view digital-first appointment letters, clinic specific instructions and essential reading, alongside live translation into 100+ languages, read aloud and more inclusive tools, with an automatic postal letter triggered if a patient doesn’t engage.
65% of eligible patients are now using the solution, with cost savings of £383k.
Patients can instantly confirm, reschedule and cancel, leading to a 42% DNA reduction.
Cancelled slots can easily be given to waiting list patients, helping to tackle backlog.
