Case Study: Leeds Teaching Hospitals NHS Trust boosts patient self-service and digital appointments with Netcall Patient Hub and NHS App integration

Trust-wide, rapid roll-out of Patient Hub with NHS app integration

Leeds Teaching Hospitals NHS Trust, one of the largest UK acute hospital trusts, was looking for a modern digital solution to improve outpatient interactions, create more capacity for patient self-service, and reduce the time and cost of managing 5,000 outpatient letter templates across seven hospitals. The Trust also wanted to reduce errors, improve audit and governance, and give staff more time for patient-focused work.

Working with Netcall, the Trust rolled out Patient Hub and NHS App integration across a phased 7-month deployment. The result was 88.4% less manual processing activity, 92% of specialties with clinics in Patient Hub, 65% of clinics live with self-service, and 2,250 patients self-serving daily. Netcall’s solution also helped reduce letter templates by 99.9% to just 5, with back-office non-cash and productivity savings expected to exceed £2 million.

Leeds Teaching Hospitals NHS Trust

Rob Child

Programme Manager (Outpatient CSU)