New volunteer project helps reduce missed appointments in Radiology
A new volunteer project is helping to prevent non-attendance, including on the day cancellations, for patients due to have an out-patient diagnostic appointment at the Norfolk and Norwich University Hospital (NNUH).
The project has been funded for one year by the Norfolk and Waveney ICB to run at NNUH and QEH in King’s Lynn. The project began in Radiology at NNUH in April and focused on the modality with the highest current Did Not Attend (DNA) rate, bone density scans. The aim is to deliver cost savings on missed appointments with better clinic utilisation and improve patient experience by ensuring patients are better prepared for their appointment. Nine volunteers are currently on the project making calls over 36 hours a week.
In the first six months more than 3600 calls were made by volunteers who were able to address more than 500 barriers to attendance. Working closely with the Radiology booking team they have been able to help reduce the current waiting times for some modalities in Radiology and helped improve productivity within the department. The DNA rate for bone density has been reduced from 7.4% to 1.7%. The team have also gathered positive feedback from patients who have felt better prepared for their appointments and had any worries or concerns alleviated.
Joshua Sperring, Diagnostic Radiology Volunteer Project Co-ordinator said: “This project has had such a big impact on Radiology. It’s great to see the volunteers have had a direct impact on patient experience and reducing waiting times, especially providing reassuring support and being able to comfort patients who are worried or have queries.”
The project has helped delivered cost savings and given an insight from detailed feedback so that improvements in communication to patients can be made. As it has developed, volunteers are now contacting patients due to have an ultrasound, due to the large number of scans and the DNA rate in this modality.
Lisa Moyse, Operations Manager in Radiology said: “We are very fortunate to be part of the Norfolk and Waveney Diagnostic Radiology Volunteer project. It has proven to be a great success. Josh and the team of volunteers have significantly reduced our DEXA DNAs in the past six months, received amazing feedback from the patients and are proactively looking to expand the project into other modalities across Radiology. I want to take the opportunity to thank Josh and the volunteers for the exemplary work they have done, as without them this project would not be possible.”
Volunteer Trevor Freeborn said: “Many people have waited a long time for their appointment and appreciate a reminder call from a real person. The interaction and some positive reassurance during a phone call goes a long way. If a patient was unable to make their appointment, we can ensure they are contacted the same day to reschedule and find another appointment for someone else, avoiding a last-minute cancellation and unused appointment.”