Case Study: NHS Highland reduces waiting lists and frees capacity with Netcall Waiting List Validation

NHS Highland - Customer Case Study

NHS Highland, one of the largest and most sparsely populated Health Boards in the UK, needed a better way to validate patients on growing waiting lists and prioritise appointments by urgency. During COVID, waiting lists increased sharply, routine pathways were disrupted, and the existing patient-focused booking process was slow and administrative.

NHS Highland chose Netcall’s Waiting List Validation module within Patient Hub to automate patient contact and reduce manual processing. The rollout achieved an average 81% response rate across outpatient departments and an average discharge rate of 9.2%, with some areas reaching 15%; NHS Highland also reported up to £1 million of appointment costs avoided, reduced administration, and better use of clinical time.

NHS Highland

Jamie Forrester

Head of Health Records