Published on: 9 January 2020
South Tyneside and Sunderland NHS Foundation Trust is pioneering a new electronic system which is making it easier for patients to manage their outpatient appointments.
Patients who have a mobile phone number registered with the Trust receive a text message which provides a link to their appointment letter. By entering their date of birth, they are able to access the letter. If they need to communicate about their appointment for any reason they can then do so anytime and anywhere by using the phone or any other device linked to it such as a tablet or computer. Details can also be emailed and printed off.
The system was introduced in October last year and, in the first two months, 50,000 patients – 65% of those who received their letter electronically – opened it on their device and the number is growing. If the link is not accessed within 24 hours of the text message being received, a paper letter is automatically sent by post the next day.
As well as giving patients more choice and flexibility in managing their appointments, the new system makes the information more accessible. Using apps, patients who are blind or partially-sighted can hear the letters read out loud and the letters can be translated into 99 different languages, supporting people for whom English is not their first language. Utilising digital letters reduces the Trust’s use of paper and printing equipment and all money saved on postage is being invested back into patient care.
Laura Bond, Head of Outpatients and Clinical Administration with South Tyneside and Sunderland NHS Foundation Trust, said: “Digital delivery of letters is instant and patients can see and control their appointments at the touch of a button. We believe that having an appointment booking system which is compatible with the busy ‘on the go’ lifestyles of many of our patients will further reduce non-attendance and wasted appointments, meaning patients can be seen quicker and services run more efficiently. They can confirm the appointment in one click and can then add it to their digital calendar as a reminder, keeping their treatment on track by reducing the risk of them forgetting the appointment. If they need to cancel, the appointment can quickly be released for another patient on the waiting list.
“However, patients who are less confident with technology and who prefer to receive a letter by post will still do so. A paper letter is sent via Royal Mail if the electronic link is not accessed within 24 hours. Anyone wishing to opt out of receiving their outpatient letters digitally can also let the receptionist know when they attend for their next appointment or ring the number which they will find on the top of their next appointment letter.”
