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Guy’s and St Thomas’ NHS Foundation Trust (GSTT) and DrDoctor’s David & Goliath success story

Find out how a large teaching hospital and an SME collaborated in a focused, data-driven way to quickly deliver highly impressive results.

Dropping Did Not Attend rates and seeing extra patients are high on every NHS hospital agenda. A tough nut to crack using traditional approaches, Jenny Blundell, GM Women’s Services at GSTT decided it was time to find an innovative solution to these problems. Targeted with the goal of improving productivity in Women’s Services, Jenny made the hard stuff happen by working with SME, DrDoctor.

DrDoctor provides an online, smartphone and advanced text messaging service that makes it easy for patients to manage their appointments and for hospitals to maximise and manage their capacity in real time. The DrDoctor team worked closely with management at GSTT to navigate their decision-making process and create, develop and implement the best possible solution.

Implemented by the team in Gynaecology, who worked tirelessly to iterate on the core idea, usage rates increased steadily, until 98 per cent of patients were using some aspect of the service. Patients were welcomed to the service when a new appointment was made, signposted to personalised information online, given the opportunity to change and choose appointment times, then presented with clear directions and information on the day of the appointment.

The result? Did Not Attend rates dropped by 30 per cent and attendance rates improved – equivalent to an extra 2,440 patients over a year, worth £317k at the current tariff.

The key to success? According to Jenny Blundell and Tom Whicher from DrDoctor, this success is down to using data to identify the key problem areas; making sure everyone internally was on board and having an open mind to possible solutions. Thereafter, appointing a champion to lead the change from the front ensured simple and effective implementation.



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