NLAG NHS FOUNDATION TRUST
NLaG launched its patient portal in June 2021 , enabling the trust to send patient appointment letters digitally and provide SMS appointment reminders that enable patients to cancel or rebook their appointment . Since its launch , 66 % of patients have accessed the patient portal and 77 % of patients have opted in to SMS messaging services , exceeding initial targets . The trust has since sent more than 500,000 appointment letters digitally which has saved £ 171,000 in printing and administration costs . Additionally , SMS reminders have resulted in an immediate reduction in DNAs – from 10 % to 7 % – meaning patient appointments can be reallocated and are not wasted .
France hopes the Wayfinder project will enable the trust to reach even more patients digitally , further expanding efficiency and cost savings , and enabling more patients to reap the benefits .
“ We ’ ve also been carrying out surveys to measure the impact our digital communication is having and to check satisfaction levels , so we know it ’ s popular with our patients ,” adds France . “ One of our patients shared his delight that his letters could be read aloud via the patient portal , granting him privacy for the first time as it meant he no longer had to rely on a family member to read the paper letters . Another told us how he was able to reschedule a long awaited consultant appointment that was scheduled during a holiday . The notification arrived digitally while he was abroad and he could easily reschedule , meaning he didn ’ t miss the appointment and his care wasn ’ t unduly delayed .”
These examples explain why Weavill , France and McMahon support digital transformation within the NHS . Their unapologetic belief that healthcare is now a digital business is unwavering .
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