Case Study: East Suffolk and North Essex NHS Foundation Trust achieves £2.1M in savings and 15,000+ appointments rescheduled with SS&C Blue Prism

Intelligent Automation Bridges the Appointment Gap at ESNEFT

East Suffolk and North Essex NHS Foundation Trust, the largest hospital system in southeast England, faced costly missed outpatient appointments that waste staff time and resources—ESNEFT estimates each missed appointment costs £160 and the NHS reports millions of no-shows annually. To address this, the Trust engaged SS&C Blue Prism and its Blue Prism intelligent digital workers (Blue Prism Cloud) to reduce cancellations, capture accurate patient intentions, and improve scheduling efficiency.

SS&C Blue Prism deployed digital workers that send advance text check-ins, enable quick patient cancellations, search multiple systems for freed slots, and notify the contact center so appointments can be immediately reallocated. The solution rescheduled 15,000+ appointments, saved £48,000 in the first week and delivered about £2.1M in savings from proper rescheduling, cutting wasted clinic time and improving patient access.

East Suffolk and North Essex NHS Foundation Trust