Case Study: Cambridge University Hospitals NHS Foundation Trust cuts DNA rates with IMImobile's Webex Connect

Cambridge University Hospitals NHS Foundation Trust - Customer Case Study

Cambridge University Hospitals NHS Foundation Trust, a major UK hospital, faced a challenge with its disjointed and inefficient patient reminder system. Relying solely on automated phone calls, the process was time-consuming for staff and generated patient complaints. They partnered with IMImobile to modernize their communications and reduce their Did Not Attend (DNA) rate for appointments.

IMImobile implemented an automated, multi-channel solution using Webex Connect. This system primarily sent conversational SMS reminders, allowing patients to confirm, cancel, or rebook instantly. For those without a mobile, it automatically switched to voice messages. This approach led to a 27% decrease in missed appointments, making it the fourth lowest DNA rate in England. The reduction in DNAs resulted in a £40,000 monthly increase in income for the trust.

Cambridge University Hospitals NHS Foundation Trust

Sian Freeman

Deputy Operations Manager Outpatients Service