Digital innovation improves waiting list experience for thousands of Sussex patients
Thousands of patients across Sussex are receiving clearer communication and better access to appointments while on hospital waiting lists thanks to the introduction of new digital patient tools by University Hospitals Sussex NHS Foundation Trust (UHSussex).
The Trust has modernised how it manages waiting lists and supports patients waiting for care, making it quicker and easier for people to confirm and reschedule appointments, update their information and respond to important messages about their treatment via the NHS app, or text (as a secondary means of communication). Using the digital patient engagement technology in partnership with software provider Netcall, UHSussex can now securely contact large numbers of patients awaiting treatment or assessment via SMS, email and online portals. Patients can respond in just a few clicks, reducing uncertainty and ensuring their care remains on track.
Alongside improving patient experience, the technology helps keep waiting lists up to date and ensure fewer missed appointments by empowering patients to reschedule and confirm whether they still require treatment. This is key for tackling waiting lists, as it allows the Trust to make better use of all appointments, including those made available at short notice due to cancellations. Fewer missed appointments and faster patient responses mean available slots can be offered to others more quickly, helping more patients to be seen sooner.
For example, during recent waiting list validation exercises, UHSussex achieved a patient response rate of more than 80%. As a result, thousands of patients confirmed they no longer required treatment (most commonly because their condition had either improved or they had received care from their GP or elsewhere) which has enabled them to be appropriately removed from waiting lists. This reduces avoidable missed appointments and ensures available slots can be offered to those who need them most.
Huw Edwards, Managing Director (Planned Care and Cancer) at University Hospitals Sussex NHS Foundation Trust said: “We understand that waiting for hospital treatment can feel uncertain for some patients, which is why we are giving people greater clarity and control while making it quicker and easier to receive updates and manage their appointments.
“These digital tools also help ensure our waiting lists accurately reflect who still needs treatment, reduce missed appointments and make better use of the time we have available.
“When appointments become free at short notice, being able to contact patients quickly means we can offer those slots to others without delay.
“The initiative is also saving more than 266 hours of manual administrative time each week, allowing our teams to focus more of their time on delivering care to patients.”
Patients are encouraged to use the NHS App as their primary way to access digital healthcare services, including appointments, messages, questionnaires and results. The partnership behind this technology between UHSussex and Netcall was recently recognised with an HSJ Partnership Award, highlighting the Trust’s innovative approach to improving hospital services and strengthening waiting list management.