Over 2.4 million patients benefit as Patient Partner celebrates its 5th anniversary

An estimated 2.4 million patients across the UK have benefitted from an automated appointments system which marks its 5th anniversary this month (February). The system, known as Patient Partner, was developed to ease the problems that patients experience when calling their GP to make, cancel or re-arrange appointments. Since it was first introduced into GPs’ surgeries in 2004, the service has been installed at over 275 practices nationwide.

Patient Partner was developed by integrated communications specialist Voice Connect using state of the art telecoms technology. When a patient phones the surgery they can bypass reception and opt to make their appointment using the automated system. Patient Partner can detect spaces in diaries of GPs, nurses and other departments such as phlebotomists. It then allows the patient to choose the appointment time which best suits them by pressing a button on their touch tone phone.

Surgeries using the system report that it reduces call congestion, frees up receptionists’ time and makes it easier for patients to arrange appointments at a time that suits them.  It also enables patients to cancel appointments around the clock, reducing missed appointments / did not attends (DNAs).

The Pemberton Primary Care Resource Centre near Wigan is one surgery which has been using the system since 2006. Practice Manager Esther Jackson reports how the system has enhanced the smooth running of the practice. “I often describe Patient Partner as a silent receptionist – it works away in the background handling calls that receptionists would normally handle – most of the time you forget you even have it. It has certainly resolved communication problems for us and our patients.” 

A survey carried out by the DPP (Developing Patient Partnerships) and the Institute of Healthcare revealed that around 250,000 patients across the country fail to attend appointments each week. “The easier it is for patients to cancel an unwanted appointment, the more spaces are freed up for others. Patient Partner helps with this issue which costs the NHS an estimated £300 million each year,” explains Stefan Olsberg, Managing Director of Voice Connect. “However it also offers patients and surgeries a great deal more, with new uses being developed every year.” 

Last year saw a dramatic increase in surgeries opting to install Patient Partner. The number of systems has doubled over the past 12 months, making the 5th anniversary an occasion of celebration for patients and GPs alike.