Case Study: Chesterfield Royal Hospital achieves 65% digital appointment take-up and reduces DNAs with Netcall Patient Hub

Digital Self-service Portal Makes Life Easier for Patients

Chesterfield Royal Hospital NHS Foundation Trust was struggling with missed outpatient appointments (DNAs) and poor patient communication caused by lost or late postal letters and changing circumstances. To improve patient experience and appointment utilisation, the Trust selected Netcall’s Patient Hub digital self-service portal to give patients instant, secure access to appointment information and management on any device.

Netcall deployed Patient Hub integrated with the Trust’s Medway and Synertec systems, providing 24/7, 2‑factor secure access, clear in-person/phone/video appointment indicators and automated SMS/email notifications. Within four months uptake exceeded 66% of new appointment notifications, the portal now supports 4,000+ weekly appointments, cut postage costs by more than 50%, increased non-face-to-face appointment use, sped up reallocation of freed slots (reducing DNAs) and is expected to deliver ROI within 12 months.

Chesterfield Royal Hospital

Claire Carson

Associate Director