Case Study: United Lincolnshire Hospitals NHS Trust reduces DNAs with IMImobile digital patient letters

United Lincolnshire Hospitals NHS Trust - Customer Case Study

United Lincolnshire Hospitals NHS Trust worked with IMImobile to address missed appointments caused by postal letters arriving late or not at all. Serving a large rural population across four hospitals, the Trust wanted a more efficient and reliable way to improve patient engagement and reduce its DNA rate, while also supporting accessible communications.

IMImobile implemented a digital patient letters solution that sends appointment information directly to patients’ smartphones, with real-time tracking, calendar integration, multilingual support, and an automatic postal fallback if messages are not opened within 24 hours. The result was a drop in DNA rates from 5.8% to 4.1%, more than £2 million in potential annual income gains, 57% savings in postal costs, reduced future capital expenditure, and stronger accessibility and staff productivity.

United Lincolnshire Hospitals NHS Trust