Two-way SMS text reminder service aims to help NHS Trusts to cut patient DNAs (Did Not Attend), reduce resulting losses of £100 per patient equivalent to over half a billion pounds each year nationwide, and cut waiting lists
In a move to cut the cost of patient DNAs (Did Not Attends) appointments, NHS Trusts across the country are beginning to embrace a two-way SMS text messaging service that securely reminds patients of their hospital out-patient appointments and allows them to reply with a confirmation or to advise that they won’t be attending.
Called MARS (Managed Appointment Reminder Service), University Hospital Birmingham NHS Foundation Trust and Hull and East Yorkshire NHS Trust are just two examples of how NHS Trusts are using the service to cut financial losses from missed appointments. Additionally, a consortium of NHS Trusts in the Midlands have also recently begun deploying the service this month.
A missed out-patient appointment costs each Trust £100, bringing the total wasted across the NHS to more than half a billion pounds each year. In London, where the problem is worst (visit here for details), the loss is more than £134 million. Another example is NHS Scotland where more than £30 million is lost each year through DNAs.
According to Dr. Jonathan Fielden* of the British Medical Association, missed appointments “cause huge disruption for patients and hospital staff. Patients need to have more respect for the service, but the NHS also needs to work harder to make appointments more convenient and flexible.”
As each NHS Trust has a patient treatment quota to meet, any shortfall means that forward budgets will be cut. DNAs also lead to other patients having to wait longer than necessary for treatment.
The MARS two-way messaging service is very secure and simple to use and is a significant step up from one-way systems. The service sends a text message reminder to the mobiles of patients ahead of an appointment. On receipt, patients are able to note the reminder and can reply back with a “yes” or “no” response if unable to attend.
A returned “no” response allows hospital Administrators to arrange an alternative appointment if required. They also have the opportunity to reduce waiting lists by filling cancelled treatment slots and help the Government hit its 18-week patient treatment targets.
MARS has been developed by communication company Island Communications in conjunction with the NHS, and is delivered to NHS organisations via a C&W’s Catalist Specialist Solutions “framework” contract, which avoids organisations having to Tender for the service.
The C&W MARS service uses the highly-secure SMS API messaging services of SMS provider Mediaburst to deliver appointment reminders to patients.
“MARS is possibly the most effective appointment reminder solution on today’s market and comes with an integrated management system giving hospitals instant awareness and measurable effectiveness of the service,” says Ken Higgins, managing director at Island Communications.
Cable&Wireless also provides Trusts with Island Communications’ opt-in tool to help collect patient names and mobile numbers. The data is transmitted through a secure on-line system to hospital administrators who then update the hospital or trust PAS (Patient Administration System).
About Island Communications
Island Communications is a communications company based in Larbert, near Stirling. The company develops web-based communications solutions for NHS Trusts, environmental monitoring and flood protection systems for local government, and boat monitoring and satellite tracking systems for boat owners. Island Communications is a key member of a European Consortium developing high-specification solutions for the Europe-wide treatment of Alzheimers Disease and all forms of Dementia. The Consortium is made up of representatives from Denmark, Estonia, Italy, Spain and the UK. For more information, visit www.islandcommunications.co.uk.
About Cable&Wireless
Cable&Wireless is one of the world’s leading international communications companies. It operates through two standalone business units – Europe, Asia & US and International. The Europe, Asia & US business unit (formerly known as the “UK” business) provides enterprise and carrier solutions to the largest users of telecoms services across the UK, US, continental Europe and Asia, and wholesale broadband services in the UK. With experience of delivering connectivity to 153 countries – and an intention to be the first customer-defined communications services business – the focus is on delivering customers a service experience that is second to none. The International business unit operates integrated telecommunications companies in 39 countries offering mobile, broadband, domestic and international fixed line services to residential and business customers, with principal operations in the Caribbean, Panama, Macau, Monaco and the Channel Islands. For more information about Cable&Wireless, go to www.cw.com
* In an interview published in the Daily Mail earlier this year on DNAs.