Virtual Workforce Winning the Battle Against Missed Appointments
NHS Trust Now Set to Save £2.1 Million Over 12 Months
DNA challenge: Almost eight million hospital appointments were missed, or ‘Did Not Attend’ (DNA), in 2017/18, according to NHS England. That does not include appointments cancelled.
Automation: ESNEFT has deployed the Thoughtonomy Virtual Workforce® platform to reduce the number of missed outpatient appointments at Colchester Hospital. Virtual Workers are now being used to; respond to notification from the patient of the unwanted appointment by text message, cancel appointments automatically in the hospital’s patient records system, then reallocate the appointment to the next patient in the queue. Cancellations are now being accurately recorded in the hospital systems with a real time view, and more patients are being seen, faster.
Impact: After only 8 weeks, Virtual Workers have prevented 1,356 appointments from being missed. This means that the hospital has prevented wastage of £216,960. The estimated cost of a missed outpatient appointment in Colchester is £160 a time. Overall, ESNEFT is set to be likely to avoid wasting £2.1 million in missed appointments over 12 months.
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