The James Paget University Hospital (JPH) has launched its own volunteer-led appointment reminder service, following the successful roll-out of a similar scheme at the Queen Elizabeth Hospital in King’s Lynn earlier in the year.
A team of six people are taking turns to contact patients via telephone to remind them of upcoming ultrasound appointments at the hospital.
Patients will be called several days ahead of time to ensure they are still able to attend and to address any concerns or queries they may have. This might involve a lack of transportation on the day, or uncertainty about what will happen during the appointment.
Reducing missed appointments
Norfolk and Waveney Integrated Care Board has teamed up with Helpforce, a national charity that helps healthcare providers make the most of volunteers, to deliver a programme of initiatives aimed at reducing missed appointments and cutting waiting lists.
Lianne Willimott, Diagnostic Information Manager from the JPH said: “When someone misses a crucial appointment, it can lead to poorer health outcomes, and it is also wasteful of NHS resource because we can’t use the equipment, room and staff time for someone else who is waiting for care.
“We hope that when patients receive reminder phone calls from friendly volunteers with local knowledge, they will feel more at ease by being given the chance to ask questions and know exactly what’s going to happen when they come in.
“We are incredibly grateful to Helpforce for their expertise in designing and implementing this impact-driven service to ensure it runs smoothly, as well as to Norfolk and Waveney Integrated Care Board for involving in us in the wider programme.”
‘Collaborative effort’
Maeve Hully, Director of Volunteering at Helpforce, added: “Many congratulations to the team at James Paget University Hospitals NHS Trust on reaching this important milestone.
“The collaborative effort with the hospital team has been truly remarkable. Every individual involved, from NHS staff to dedicated volunteers, has shown exceptional commitment to developing and fine-tuning this vital service.
“We look forward to sharing the results of this programme when they are ready.”
