Texting Towards Treatment: Netcall's Significant Impact
Innovate is proud to announce the successful implementation of the Netcall project at South Warwickshire University NHS Foundation Trust (SWFT), which has brought about a significant transformation in managing patient waiting lists. This digital solution, which aligns with national requirements, has been instrumental in helping the Trust modernise their waiting list management and enhance operational efficiency.
Since the introduction of Netcall on Wednesday 12 June, the application has facilitated a more efficient communication channel with patients through SMS, replacing the outdated letter-based system. This has enabled patients who have been on the waiting list for over 12 weeks to easily confirm their need for procedures, or to be removed from the list if they have received treatment elsewhere or their condition has improved.
Nicola Mills, General Manager Elective Delivery & Performance at SWFT, shared her experience: "The operational benefits of the Netcall Waiting List Validation application have been remarkable. Not only has it reduced the time our staff dedicate to waiting list validation, but it has also refreshed our waiting list, which was a critical priority post the COVID-19 pandemic. This tool has provided us with improved intelligence on patient needs, allowing us to plan more effectively and ensure timely treatment for those who need it.
“From an internal perspective in the hospital, the sheer volume of patient calls that we needed to complete was overwhelming, and posting letters came with its own costs and challenges. The implementation of Netcall has significantly increased capacity, and preliminary data from NHS England indicates that a substantial majority of patients engage when contacted via SMS, leading to the maintenance of a more precise and reliable waiting list.”
The benefits of the Netcall project are multifaceted:
It has reduced the staff time required for waiting list validation by eliminating manual processes.
It has freed up capacity for patients by removing those who no longer need to be on the waiting list.
It refreshes the waiting list, keeping it up to date.
It provides improved intelligence about who is on the waiting list and who still requires treatment, enabling hospital staff to plan accordingly.
The tangible outcomes of the Netcall project so far are impressive:
526 SMS messages have been sent to patients in ophthalmology and orthopaedics, reminding them of their status on the waiting list.
Over 81% have responded (427 patients), showcasing the high engagement level and the effectiveness of this new approach.
By reducing the reliance on letters, Netcall has not only streamlined communication but also contributed to a substantial cost saving. Innovate is proud to lead such innovative initiatives that enhance patient care and operational efficiency.