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Healthcare Case Study: How to Improve Patient Response Rate


Sector: Healthcare


This organisation is one of the biggest healthcare network in the world, catering to a population of over 54 million and employing around 1.2 million people. Of those, the clinically qualified staff include doctors, general practitioners (GPs), nurses and health visitors. It deals with over 1 million patients every 36 hours. They were using phone calls to reach and rebook patient appointments.


  • Ineffective and inefficient way of reachingmembers to confirm and rebooking missed appointments
  • High DNA rate (Did Not Attend) of around 10%.
  • Typical missed appointments cost a CCG $40+and $187 per appointment, although for missed surgical appointments this can raise to $140-$280K
  • Due to higher DNA, they experience loss inprofit, therefore, underutilization of the centre’s resources

The Benefits

  • Improve productivity - save timeotherwise spent manually callingup patients individually to confirm and reschedule appointments
  • Reduce DNA rate in maximisedaily revenue and increase medical facility profitability
  • Enable higher density of profitable bookings based one arlier detection of cancellations and non-attendance
  • Improved staff communication

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