Putting patients in the driving seat: patient-led booking

Published: 28-Jan-2025

Ahead of his talk at Rewired 2025, Andy Haywood, Group Chief Digital Officer at NHS Humber Health Partnership, share insights into a transformative approach to patient care

Patient-led booking represents a substantial departure from traditional appointment scheduling methods, which often involve patients receiving letters and navigating the often frustrating process of making phone calls to arrange appointments.

These outdated systems contribute significantly to high rates of non-attendance, placing further strain on already stretched NHS resources.

The Humber Health Partnership is tackling this challenge head-on by implementing smart booking solutions designed to empower patients and streamline the entire appointment process.

By integrating seamlessly with the NHS app and effectively utilising text messaging, the new system puts control firmly into patients’ hands.

Patient-led booking represents a substantial departure from traditional appointment scheduling methods

This empowers them to manage their appointments with greater ease, flexibility, and convenience. Patients can view available slots, choose appointments that suit their schedules, and receive timely reminders, all from their mobile devices or online.

This reduces the administrative burden on NHS staff and significantly improves the patient experience.

Crucially, the Partnership recognises the importance of digital inclusion and is committed to ensuring that those who prefer traditional communication methods are not digitally excluded.

Alternative booking options, such as phone lines and postal services, will remain available for those who are less
comfortable with digital technology or do not have access to it.

By keeping patients informed and engaged throughout their healthcare journey, the Partnership aims to improve health outcomes and enhance patient satisfaction

This balanced approach ensures that all patients can access the care they need, regardless of their digital literacy or access to technology.

This initiative extends beyond simple appointment scheduling. It aims to create a comprehensive support system that provides patients with valuable information about managing their health while awaiting procedures.

This includes access to educational resources, pre-appointment instructions, and post-appointment advice, all conveniently accessible through the same digital platform.

By keeping patients informed and engaged throughout their healthcare journey, the Partnership aims to improve health outcomes and enhance patient satisfaction.

This data-driven approach enables more efficient use of NHS resources and helps to reduce waiting times for patients

This holistic approach reflects a commitment to not only improving efficiency but also enhancing the patient experience by providing greater autonomy, access to relevant information, and a more personalised approach to care.

The patient-led booking system also provides valuable data insights for the NHS. By tracking appointment bookings, cancellations and attendance rates, we can identify trends, optimise scheduling and improve resource allocation.

This data-driven approach enables more efficient use of NHS resources and helps to reduce waiting times for patients. The system also facilitates better communication between patients and healthcare providers, enabling more effective management of long-term conditions and improving continuity of care.

Don't miss the opportunity to hear more about our digital transformation journey and participate in the discussion about the future of healthcare technology.

Join me at Digital Health Rewired 2025, where I'll be sharing detailed insights about our experiences and the lessons learned along the way, offering valuable lessons for other NHS trusts looking to modernise their patient services.

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