Netcall Case Studies Outpatient Transformation at Royal Cornwall Hospitals NHS Trust

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	Outpatient Transformation at Royal Cornwall Hospitals NHS Trust Netcall

Outpatient Transformation at Royal Cornwall Hospitals NHS Trust

Netcall

Technology Category	Drones - Flight & Control Systems Infrastructure as a Service (IaaS) - Backup & Recovery
Applicable Industries	Healthcare & Hospitals
Challenge	The Royal Cornwall Hospitals NHS Trust (RCHT) is the primary provider of acute and specialist care services in Cornwall and the Isles of Scilly, serving a population of around 470,000 people. This number significantly increases during peak visitor times. RCHT embarked on an outpatient transformation program to optimize their referrals and provide patients with more control and convenience over their appointments. The goal was to reduce the time patients spent traveling to hospital appointments and waiting rooms and improve access to follow-up hospital care. However, the challenge was that there were numerous different referral pathways into their organization, making it difficult to streamline and optimize the process. Read More
About Customer	The Royal Cornwall Hospitals NHS Trust (RCHT) is the main provider of acute and specialist care services in Cornwall and the Isles of Scilly. It serves a population of around 470,000 people, a figure that can increase significantly during the busiest times of the year. The Trust embarked on an outpatient transformation program to optimize their referrals and give patients greater control and convenience with their appointments. This involved reducing the time patients spent traveling to hospital appointments and waiting rooms and improving access to follow-up hospital care. Read More
Solution	To address these challenges, RCHT implemented Patient Hub, a patient portal that serves as a single point of referral entry. This portal allows RCHT to signpost each referral into different services for face-to-face, remote consultations including telephone and video, and management through advice and guidance. Each referral is vetted and triaged to the most appropriate service or provider. This was a significant change for RCHT, as they previously would have set up a different web portal per service. Now, they communicate through one portal for all outpatient work, transforming outpatient services for patients. Patients can now engage with their appointment slot, make adjustments, and confirm appointments through the app, which has significantly reduced the number of missed appointments. Read More Log in to view content
Contents

Technology Category

Drones - Flight & Control Systems

Infrastructure as a Service (IaaS) - Backup & Recovery

Applicable Industries

Healthcare & Hospitals

Challenge

The Royal Cornwall Hospitals NHS Trust (RCHT) is the primary provider of acute and specialist care services in Cornwall and the Isles of Scilly, serving a population of around 470,000 people. This number significantly increases during peak visitor times. RCHT embarked on an outpatient transformation program to optimize their referrals and provide patients with more control and convenience over their appointments. The goal was to reduce the time patients spent traveling to hospital appointments and waiting rooms and improve access to follow-up hospital care. However, the challenge was that there were numerous different referral pathways into their organization, making it difficult to streamline and optimize the process.

About Customer

The Royal Cornwall Hospitals NHS Trust (RCHT) is the main provider of acute and specialist care services in Cornwall and the Isles of Scilly. It serves a population of around 470,000 people, a figure that can increase significantly during the busiest times of the year. The Trust embarked on an outpatient transformation program to optimize their referrals and give patients greater control and convenience with their appointments. This involved reducing the time patients spent traveling to hospital appointments and waiting rooms and improving access to follow-up hospital care.

Solution

To address these challenges, RCHT implemented Patient Hub, a patient portal that serves as a single point of referral entry. This portal allows RCHT to signpost each referral into different services for face-to-face, remote consultations including telephone and video, and management through advice and guidance. Each referral is vetted and triaged to the most appropriate service or provider. This was a significant change for RCHT, as they previously would have set up a different web portal per service. Now, they communicate through one portal for all outpatient work, transforming outpatient services for patients. Patients can now engage with their appointment slot, make adjustments, and confirm appointments through the app, which has significantly reduced the number of missed appointments.

Impact #1	The implementation of Patient Hub has streamlined the patient journey and provided the most appropriate treatment. It has improved the patient experience, with 70% now accessing appointments through the patient portal. There has been a 56% reduction in DNAs as patients manage their own healthcare, saving 1,677 per month in otherwise wasted appointments. This supports elective recovery and ensures no patient is left behind, integrating the journey through telephony and legacy systems. RCHT's operational model is now included as an example in planning guidance to support other trusts looking for case studies to implement their own personalized outpatients transformation program.

Impact #1

The implementation of Patient Hub has streamlined the patient journey and provided the most appropriate treatment. It has improved the patient experience, with 70% now accessing appointments through the patient portal. There has been a 56% reduction in DNAs as patients manage their own healthcare, saving 1,677 per month in otherwise wasted appointments. This supports elective recovery and ensures no patient is left behind, integrating the journey through telephony and legacy systems. RCHT's operational model is now included as an example in planning guidance to support other trusts looking for case studies to implement their own personalized outpatients transformation program.

Benefit #1	70% of patients now access appointments through the patient portal
Benefit #2	56% reduction in DNAs (Did Not Attend) as patients manage their own healthcare
Benefit #3	Saving 1,677 per month otherwise wasted appointments, supporting elective recovery

Benefit #1

70% of patients now access appointments through the patient portal

Benefit #2

56% reduction in DNAs (Did Not Attend) as patients manage their own healthcare

Benefit #3

Saving 1,677 per month otherwise wasted appointments, supporting elective recovery

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Overview

Outpatient Transformation at Royal Cornwall Hospitals NHS Trust

Operational Impact

Quantitative Benefit