Case Study: Hampshire Hospitals NHS Foundation Trust achieves 65% patient portal uptake and reduces 8,000 letter templates to three with Netcall Patient Hub

79% Patient Uptake at Hampshire Hospitals

Hampshire Hospitals NHS Foundation Trust (HHFT), which provides acute services to around 600,000 people, faced high DNA (did not attend) rates and a costly, inconsistent postal letters process with over 8,000 different templates. To modernise communication and make it easier for patients to manage appointments, HHFT partnered with Netcall to deploy Patient Hub, a secure 24/7 online portal for confirming, rebooking or cancelling appointments via phone or computer.

Netcall’s Patient Hub drove an average 65% patient uptake within three months, reduced HHFT’s letter templates from 8,000 to just three (a >99.9% reduction), and cut printing and administrative burden while improving appointment utilisation and rebooking speed. Patient feedback and Trust leadership report faster, more consistent communications, auditable processes, and staff time redirected to better patient support.

Hampshire Hospitals NHS Foundation Trust

Phil Thwaites

Digital Care Programme Manager