SSP Health News - SSP Health Win Enterprise Award

A brilliantly simple idea helped the team at Ashton Medical Centre overcome a major access issue for their patients.

Surgeries were fully booked but there were high DNA rates of up to 20 per cent on some days. The practice sent standard letters and telephoned non-attenders but the problem persisted.
Through interviews with patients, a forum and a survey, the GPs found the telephone lines were too busy for patients to cancel appointments.
The solution they came up with was to give patients a mobile phone number that they could use to text the surgery and cancel an appointment.
Dr Shikha Pitalia, pictured with partner Dr Sanjay Pitalia, said: 'We thought of installing another telephone line but that would have had implications for staff time in having to run it.
'The mobile phone is only used for receiving texts. It is kept by the appointments computer. Cancellations are made quickly and appointments are freed for other patients.' Posters were used to publicise the scheme and leaflets given out with repeat prescriptions. The patients are asked to send a text with the word 'cancel', their name and the date of the appointment.
'Most people have mobile phones nowadays and a text is usually cheaper than a phone call,' said Dr Pitalia. 'Patients report that texting is quick and effective, and preferable to trying to get through on the phone.'
The initiative has improved access, reduced DNAs and enhanced patient satisfaction.
Staff are also happier. As one receptionist said: 'It's now a pleasure to answer the phone.'

Pictured: The Ashton Medical Centre Team (top) and Drs Shikha and Sanjay Pitalia (below)
Dr Pitalia said the project had exceeded all expectations. 'It's great value for money. The only costs are the mobile phone and the promotional activity. But of course there has also been a big investment of time and effort by the senior partners, managers and the whole practice team.'