Case Study: NHS Dumfries & Galloway achieves 67% digital appointment responses and 50% paper/postage savings with Netcall Patient Hub

Patient portal achieves 67% digital responses

NHS Dumfries & Galloway faced financial and sustainability pressures and set a goal to modernise patient communications as part of its Sustainability and Modernisation (SAM) programme. To reduce paper, postage and staff time while meeting long‑term carbon targets, the board selected Netcall and its Patient Hub to digitise appointment bookings and reminders.

Netcall integrated Patient Hub with the board’s PAS to send SMS bookings and cancellations (with a 24‑hour fallback to letters), plus dashboards for clinic visibility. Within three months 67% of patients were responding digitally, cutting paper and postage by about 50% (avoiding the handling of roughly 75,000 letters a year), speeding confirmations and freeing staff time—results that support near‑zero carbon goals and planned wider roll‑out.

NHS Dumfries & Galloway

Graham Gault

IT Director