Case Study: Leeds Teaching Hospitals NHS Trust boosts patient choice booking and clinic utilisation with Netcall's Automated Virtual Assistant

Leeds Teaching Hospitals NHS Trust cuts booking time by 65% with Netcall

Leeds Teaching Hospitals NHS Trust, a large acute hospital trust, faced significant challenges in its outpatient booking process. Manual efforts to schedule appointments, especially for urgent pathways like breast cancer referrals, were labour-intensive and inefficient, leading to delays, reduced clinic utilisation, and poor patient experience. They partnered with Netcall to implement its Clinic Utilisation solution featuring an Automated Virtual Assistant to address these issues.

Netcall's solution reversed the traditional booking approach by having the Automated Virtual Assistant proactively call patients with available appointment options. This streamlined the process, dramatically improving efficiency and patient engagement. The results included a patient choice booking rate increase to 95%, a 65% reduction in booking time, 100% staff productivity during booking activities, and a reduced DNA rate. Netcall's system allowed Leeds to rapidly scale the solution across multiple specialties while maximising clinic capacity.

Leeds Teaching Hospitals NHS Trust