Hall Green Health’s new ‘Check and Cancel’ telephony system optimising appointment management

Hall Green Health (HGH), a large family practice within the NHS Birmingham and Solihull Clinical Commissioning Group, has recently achieved substantial success with the implementation of its ‘Check and Cancel’ system within its Surgery Connect Cloud-telephony framework.

This new approach to appointment management has not only improved patient accessibility but has also significantly reduced administrative burdens and missed appointments (DNAs), a critical issue in the industry.

The need for innovation

With a patient population of approximately 28,500, Hall Green Health, like GP practices across the country, has been undertaking the long journey toward digital transformation. One of the pressing challenges faced by the practice was the inefficiency in managing appointments. Traditional methods, which often relied on phone calls during limited office hours, led to a high number of missed appointments.

According to NHS England, the financial impact of patient no-shows is substantial, with the average nine-minute GP consultation costing £42. In just one month, these missed appointments cost the NHS well over £7 million in the Birmingham and Solihull region. HGH recognised the need for a solution that would not only make appointment management more efficient but also ensure that patients who are not as digitally literate or lack digital access could still easily manage their appointments. The ‘Check and Cancel’ system was introduced in March 2024 to address these challenges head-on.

Implementing ‘Check and Cancel’

The ‘Check and Cancel’ feature was integrated into HGH’s existing cloud-telephony system, providing patients with a 24/7 service to verify or cancel their appointments. This system was designed with simplicity and user-friendliness in mind, allowing patients to navigate the call flow without needing assistance from the practice staff.

Jamal Syed, Operations Manager at Hall Green Health, described the implementation process as swift and seamless. “Within 15 minutes of working out where to put it, it was successfully set up to work with our slot types and tested ready for patients to use,” Syed noted. This quick integration was critical in ensuring that the system could start delivering benefits immediately.

Positive outcomes and impact

The introduction of the ‘Check and Cancel’ system brought about immediate and measurable improvements in appointment management at Hall Green Health. By providing patients with round-the-clock access to manage their appointments, the system significantly reduced the number of missed appointments. In July 2024 alone, 292 appointments were checked, and 92 were cancelled using the system.

The system’s impact extended beyond just reducing missed appointments. It also proved to be a valuable tool in saving time for both patients and staff. Based on average call durations, the system saved the practice approximately 10 hours and 53 minutes in July 2024. “This time-saving aspect is particularly beneficial during the morning rush when the administrative workload is typically at its peak,” Syed added.

Patient and staff satisfaction

The success of the ‘Check and Cancel’ system was not only reflected in the numbers but also in the feedback from users. Of the 26 users who reviewed the system in July, 76.2 per cent expressed their willingness to use it again, and 47.8 per cent reported that the system saved them time; with an overall satisfaction rating of 3.71 out of 5, these early results are promising.

The ability to handle appointment-related queries efficiently and independently contributed to a higher level of patient satisfaction. For many patients, particularly those unable to access digital services during regular hours, the system offered a convenient and reliable alternative. “The significant number of appointments checked and cancelled indicates that patients utilised the system effectively, potentially reducing the number of missed appointments,” said a representative from HGH.

Future prospects and conclusions

The ‘Check and Cancel’ system at Hall Green Health exemplifies the potential of digital innovations in healthcare to enhance service delivery and patient satisfaction. By automating key aspects of appointment management, the system has not only relieved the administrative burden on staff but also empowered patients to take control of their healthcare needs.

Looking forward, the architecture used to build this system provides a strong foundation for future developments. As healthcare practices continue to face immense pressures, the ability to further automate and streamline tasks, particularly those involving patient verification, will be crucial. Hall Green Health’s success with this system highlights the importance of integrating simple, user-friendly digital solutions into healthcare practices to improve efficiency, reduce costs, and enhance patient care.

The implementation of the ‘Check and Cancel’ system at Hall Green Health has not only improved appointment accessibility and reduced missed appointments but also set a new standard for how digital solutions can be effectively integrated into primary care practices and its journey provides a blueprint for other practices aiming to embrace the future of healthcare.