Torbay and South Devon NHS Foundation Trust has introduced a digital system to establish if outpatients waiting more than 12 weeks for an appointment still wish to be seen.
Its outpatient team will send a text message inviting people to confirm their wishes – either to remain on the waiting list or be removed if they have improved or their condition has been treated elsewhere – on the trust’s patient hub portal.
The data will then automatically update each speciality’s booking teams to help ensure that waiting lists are as up to date as possible. This is expected to ensure there are fewer missed appointments.
Patients can access the hub via a smartphone, tablet or computer. The text message will provide a link which they click to log in, confirm their mobile number and date of birth, and are then sent a six-digit authentication code by text message. They enter this to enter the system and update preferences.
A new security code is set for each time they want access.
Roll out plan
Patient access manager Tony Ray, who is leading the project, said: “This service will support patients who are awaiting appointments within head and neck, surgery, ophthalmology, musculoskeletal and medicine, and we will gradually roll this out throughout 2024.
“Many of us receive texts from our doctors or dentists reminding us of appointments, this is essentially the same thing so we hope that this new validation process will make things easier for our patients.
“If you have been waiting for more than 12 weeks for an appointment with our outpatient team, you will receive a text asking you if you still wish to be on the waiting list and directing you towards the Patient Hub hosted on our website to update your preferences – people can expect to be contacted every 12 weeks requesting this update.
“You won’t have to do anything prior to us contacting you. We will set up the account for you and you will still be able to speak to the booking team as you have previously if you so wish.
“It is hoped that this new service will make things easier and quicker for people waiting for care and will also help us reduce the number of letters currently being sent out helping the environment and reducing our postage costs.”
