Case Study: Chelsea and Westminster Hospital achieves 31% reduction in DNAs and two-week ROI with Netcall Remind+

How Patient Reminders Can Make an Instant Impact in Reducing Dna Rates

Chelsea and Westminster Hospital faced rising costs and patient dissatisfaction from missed appointments (DNAs), which were estimated at £93 per missed slot and left clinic capacity underused. To address this the Trust deployed Netcall’s Remind+ module (part of the Liberty Converse omnichannel contact centre solution) to provide automated patient reminders that integrate with the existing telephony infrastructure.

Netcall’s Remind+ was piloted in Physiotherapy and rolled out to 16 more specialties, sending around 1,000 reminders a day; DNA rates immediately fell by 31% (about 770 fewer DNAs), the Trust proved ROI in under two weeks, and initial savings were estimated at £72,000 per month, benefiting some 260,000 outpatients annually. Netcall’s solution has freed staff to act on patient responses and the Trust is expanding the system across outpatients, admissions and elective surgery to drive further savings and improve patient experience.

Chelsea and Westminster Hospital

Alex Prior

Outpatient Service Improvement Lead