SystmOne Text Messaging Reduces DNAs by 50% at Bradshaw Clinic

Introducing text messaging to remind patients of appointments has significantly reduced DNA rates, writes James Sutherland, manager of the Bradshaw Clinic in Derby, enabling the clinic to see more patients and tackle the problems of substance misuse.

Established in October 2006, Derby’s substance misuse clinic, the Bradshaw Clinic, is a joint  initiative led by Derby Community Safety Partnership on behalf of the local authority and NHS Derby City. The clinic cares for drug users in Derby using a harm reduction approach within a primary care setting. The clinic, which is the first of its kind in the UK, offers substitute prescribing and needle exchange facilities, together with outreach services from maternity and sexual health.

Challenges faced
With our overall objectives to provide and maintain easy access, low waiting times and patient retentions in line with national and local targets, we sought to look at challenges faced as a result of missed appointments. We embarked on a campaign to discuss this matter with patients to understand reasons why they did not attend booked appointments. The two most popular responses to this survey showed that patients "simply forgot" or "did not realise" they had an appointment.

Response to challenges faced
We looked at two options to tackle our weekly "did not attend" (DNA) rate of between 85–95 missed appointments. First we introduced more robust DNA policies. We then decided to review the use of text appointment reminders. We were able to implement this option using the SystmOne integrated text messaging service, which uses the txttools application meditxt®.

We felt this option suited our work ethics better, offering a "cared for" approach and providing much-needed support to patients during their path to succeed.

Outcomes
Text messaging has delivered dramatic results for the Bradshaw Clinic and has reduced DNA rates by almost 50% in its first month. We recognised that tackling the issues of missed appointments would also offer direct cost savings, avoiding wasted clinical sessions and reducing the risks associated with a break in patients’ medication because they forgot to attend their appointment.

We have had an overwhelming response from our patients, who think text reminders are great and make them feel cared for. Some of the comments we have received to date include: "It’s fantastic – why has no one thought of this before" and "I almost forgot my appointment until I received your text – thank u."

Overall, text messaging has been a great success for the Bradshaw Clinic and we are delighted with the outcomes of our pilot. We also hope to introduce two-way text messaging in the future to engage further communication pathways with our patients.

more information...

With SystmOne SMS messaging, you can:
* Send one-off messages to a single patient.
* Send one-off messages to a list of patients.
* Send appointment confirmations.
* Send automatic appointment reminders.
* Send preset messages when filing pathology reports.

To get set up for SMS messaging, SystmOne users can call TPP on 0113 20 500 83.

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txttools are setting the industry standard in SMS text messaging in healthcare. txttools for healthcare has been developed specifically for use in hospitals, clinics and surgeries, and is trusted to deliver many thousands of crucial messages every day.

For further information please call 0113 234 2111, email sales@txttools.co.uk , or go to www.txttools.co.uk