A new volunteer project is under way to try and ensure people attend appointments at the Norfolk and Norwich University Hospital, and the Queen Elizabeth Hospital in King’s Lynn.
It will target those due to have an out-patient test and aims to ensure people arrive for treatment and also help to stop on-the-day cancellations.
Paid for by NHS Norfolk and Waveney, it began in April at the Radiology department at the Norfolk and Norwich University Hospital.
Bosses say it will both ensure money is not wasted on missed appointments and also help ensure patients are prepared to attend.
How does it work?
Nine volunteers are currently on the project making calls over 36 hours a week to people.
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 and helped improve productivity within the department. The team have also gathered positive feedback from patients who have felt better prepared for their appointments and had any worries or concerns alleviated.
Reaction
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.”
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.”
