Introduced structured booking processes, trained agents in proactive patient communication and created a simplified access policy aligned with RTT guidance.
Used manual text messaging to fill capacity within the following three weeks and reviewed digital applications that could improve appointment management and patient experience.
Embedded consistent use of the forward-look report and introduced daily morning huddles to align workforce and clinic capacity with service demand.
Created a step-by-step guide for clinicians and worked directly with clinical leads to identify suitable patient groups and reduce unnecessary face-to-face follow-ups.
The trust booked 8,346 additional new appointments above the projected baseline. DNA rates fell from 11.9% to 8.5% in vascular surgery, from 8.5% to 7.1% in dermatology and from 9.5% to 8.4% in trauma and orthopaedics.
PIFU uptake increased from 1.9% to 2.6%, supported by new trust-wide processes designed to help services progress towards the 5% trajectory target.
The programme left booking and clinical teams with clearer, more consistent ways to use capacity and manage outpatient pathways.
