Trust introduces new pilot patient booking system to cut waits

Doncaster and Bassetlaw Teaching Hospitals Trust is trialling a partial booking system offering patients the chance to choose their own appointment date and time in response to patient feedback.

The trust – which runs hospitals including Montagu Hospital in Mexborough and Doncaster Royal infirmary – expects the pilot to speed up care, reduce waiting lists, lessen the chance of appointment cancellations and provide a more tailored service.

Patients currently receive a letter with an allocated appointment, but will instead receive a letter asking them to contact the hospital to discuss setting a mutually convenient date and time.

Sonya Granby, patient access manager for the trust, said: “We recognise that patients have busy and varied lives and may not always be able to attend at the assigned time.”

“Many factors influence a patient’s ability to attend an appointment, such as holidays, childcare responsibilities and work, to name a few.

“By accommodating those commitments, a patient is significantly more likely to attend their appointment.”

“With this new way of working, we hope to not only reduce cancellations and unnecessary delays, but also offer direct communication with the patient.”

She added: “Following a successful pilot, this new way of working could transform the way we manage patient appointments trust-wide, leading to better patient care and satisfaction.”

One of the factors behind the introduction of the pilot programme was feedback received through the Patient Advice and Liaison Service, with people expressing dissatisfaction when appointments were booked very far in advance, cancelled last minute, or did not fit their schedules.

As part of the implementation process of the pilot, the booking team will be cancelling appointments booked within gynaecology for mid-October onwards.

Patients will be notified of their appointment cancellation via post or text and receive a letter inviting them to make an appointment by contacting the Appointments and booking Centre using the details in their letter.

Lines are open Monday to Friday, 8am to 5pm.

Patients should call 01302 642500 and choose option three, or can email [email protected].