News release 07.06.10

96% of surgeries questioned say automated appointments system improves patient choice

A new survey published this week reports that surgeries using automated phone appointment booking systems to enable patients to manage their own appointments feel that they have significantly increased patient choice. The survey, carried out by IMC Research on behalf of telecoms company Voice Connect, was sent out to over 3,000 GP practices across the UK. As part of the study, practice managers and partners were asked to identify the functions and services  they felt would enhance the appointment process and improve patient access.

The advantage of an automated system is that it enables patients to call their surgery number at any time of the night or day to book appointments. The system enables an individual practice to specify and control when slots are available for patients. They can also cancel and review their times, which helps to reduce a surgery’s DNA rate (did not attend). Of the surgeries using an automated system, 96% agreed that it had improved patient choice at their practice, whilst 85% reported that their patients regularly call out of hours to manage their appointments.

One surgery which uses the automated system known as Patient Partner, is the Kingthorne Group Practice in Doncaster. Practice Manager, Alison Maw explains how the service has helped them. “Since using the system, the number of calls coming in to reception has significantly reduced,” comments Alison. “It also has the added benefit of enabling patients to cancel appointments at the weekend so we are aware first thing on Monday morning of any appointments that have become available.”

Whilst there are several different online booking services in use in the UK, Patient Partner is the only fully automated phone system on the market and has been installed at over 600 surgeries nationwide. It was developed five years ago to tackle the problem of patient access by integrated communications specialist Voice Connect (www.voiceconnect.co.uk). The Leicester based company also supplies a range of telecoms products and services to surgeries, sexual health clinics, police forces and private companies across the UK.

“With the Health Bill announced in the Queen’s speech earlier this month (25th May) focusing on reducing inequality in healthcare and cutting bureaucracy, primary health care facilities will be looking for ways to reduce the administrative burden whilst improving services for patients – a tall order,” comments Stefan Olsberg, Managing Director of Voice Connect. “Despite advances in technology, many people still find it difficult to get through to their doctor and make or cancel an appointment, so improving access is fundamental to improving services.”

Missed appointments cost the NHS an estimated £600 million each year, with around 6.5 million appointments missed from 2007 to 2008.

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