TEXTING REMINDER SERVICE UPDATE ON PILOT IN PAEDIATRIC OUTPATIENTS DECEMBER 2007

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Myron Bates
6 years ago
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1 GLOUCESTERSHIRE HOSPITALS NHS FOUNDATION TRUST TEXTING REMINDER SERVICE UPDATE ON PILOT IN PAEDIATRIC OUTPATIENTS DECEMBER BACKGROUND 1.1 A pilt was apprved t send text reminders f the date and time f appintment in Paediatric Outpatient departments. 1.2 Parents were asked fr cnsent t text an appintment reminder fr their next fllw-up utpatient appintment. Text reminders were sent ut ne week befre the appintment. A standard appintment template message was used Please remember yur child s appintment at Battledwn Outpatients n date and time. If yu are unable t attend r require further infrmatin, please call Texts were sent as grup messages, ie. ne message culd be sent t many cntacts in ne actin. 1.4 On current text usage, ne text message csts 9p t remind f an appintment. A fllw up appintment in Paediatric medicine has an assciated PbR incme f 122, new appintment OUTCOMES 2.1 Appendix 1 includes an infrmatin analysis f texts sent and fllw-up DNA rates in paediatric medicine at CGH. 2.2 Results indicate a reductin in fllw-up DNA rates assciated with an increase in texting reminders. Of nte was the week beginning 1 st Octber 2007 where, due t an errr in the uplad, text messages were nt sent. In this week, the fllw-up DNA rate increased t 27%. 2.3 Fllw-up DNA rates in Octber drpped t a recrd lw f 3% in ne week. 2.4 A mnthly summary at CGH in paediatric medicine shws a steady decrease in DNA rate: MONTH FOLLOW-UP DNA RATE July % August % September % Octber % Nvember % 2.5 Cst YTD = 600 annual license fee (t run until May 2008), plus in text message charges n small scale pilt. In Nvember 2007 alne, reducing the fllw up DNA rate frm 18% t 11% - has released an additinal capacity f 26 fllw ups in the mnth at a related incme f 3, A feedback survey was crdinated by the PPI department included as Appendix 2. The majrity f respndents felt that the text reminder service was an excellent idea.

2 3. NEXT STEPS AND ISSUES 3.1 The pilt prceeded n an pt in basis and mbile numbers were recrded n paper. This had a number f assciated prblems such as filing f paper recrds, recrding f accurate appintment dates and times, prblems with amendments if appintments were cancelled r change. This als meant that parents had t be asked t repeat this prcedure fr every attendance. 3.2 In rder t rll ut n a larger scale, this needs t prceed t an pt ut basis and the methd t capture the mbile phne number and the decisin t pt ut needs t be electrnic. 3.3 In cnsultatin with Sue Dennis and Steve Edwards, the fllwing has been agreed t prceed t an pt ut psitin : T infrm and advise patients f the use f their mbile phne number fr texting f reminders. T d this we will need t have psters and leaflets advising patients this is a methd that we will be using increasingly mre ften unless they bject. Fr new patients, we need a prcess t be able t infrm them with the initial appintment, e.g. including a leaflet with the appintment letter. It must be clear as t wh they cntact if they d nt wish t be texted with an appintment. The suggestin is fr this t be Sue Dennis as Caldictt Guardian. We need t have a prcess t enable the mbile phne details and the decisin t pt ut t be recrded electrnically. Fr this pilt t rll ut n a larger scale, an electrnic slutin needs t be agreed. 4. CONCLUSION 4.1 The pilt has reduced the fllw-up DNA rate in Paediatrics. 4.2 The patient feedback survey was very psitive. 4.3 Other areas in the Trust have already expressed interest in rll ut t their departments, e.g. Alisn Andersn leading fr Diabetes/Endcrinlgy and Bernie Turner fr Theatres. 5. RECOMMENDATIONS 5.1 The texting cmpany has expressed interest in spnsring the prductin f psters and leaflets. This wuld be agreed in liaisn with the PPI Department and is dependant n a suitably agreed IT slutin. 5.2 Further wrk t be undertaken t agree ptins fr an IT slutin t recrd mbile phne numbers and electrnic cnsent t ensure clear data links t appintment dates and times. Optins currently being prgressed via IT and Infrmatin Unit. Paula Tambling General Manager Wmen and Children Divisin December 2007

3 Appendix 1 Glucestershire Hspitals NHS Fundatin Trust Fllw Up DNA rates at Cheltenham General Paediatric Outpatient Department Surce: tbl_p_2007 & tbl_p_2008 Cheltenham General Week cmmencing 04/06/ /06/ /06/ /06/ /07/ /07/ /07/ /07/ /07/ /08/ /08/ /08/ /08/ /09/ /09/ /09/ /09/ /10/ /10/ /10/ /10/ /10/ /11/ /11/ /11/ /11/2007 Attended DNA DNA Rate % 17% 18% 11% 14% 15% 22% 22% 9% 18% 17% 20% 14% 17% 19% 10% 14% 15% 27% 18% 13% 3% 7% 6% 19% 7% 12% Number f patients texted during week % texted 0% 3% 3% 4% 5% 6% 11% 15% 15% 10% 22% 32% 0% 13% 32% 23% 22% 0% 32% 31% 19% 12% 27% 24% 14% 33% DNA Attended Number f patients texted during week /06/ /06/ /06/ /06/ /07/ /07/ /07/ /07/ /07/ /08/ /08/ /08/ /08/ /09/ /09/ /09/ /09/ /10/ /10/ /10/ /10/ /10/ /11/ /11/ /11/ /11/ % 30% DNA Rate % % texted 25% 20% 15% 10% 5% 0% 04/06/ /06/ /06/ /06/ /07/ /07/ /07/ /07/ /07/ /08/ /08/ /08/ /08/ /09/ /09/ /09/ /09/ /10/ /10/ /10/ /10/ /10/ /11/ /11/ /11/ /11/2007 Ntes: w/c 01/10/2007 texts sent = 0 due t technical errr with texting cmpany

4 Appendix 2 Text Reminder Prject Feedback Survey Nvember 2007 INTERIM REPORT Patient & Public Invlvement Department December 2007

5 Intrductin Text Reminder Prject Feedback Survey 2007 Battledwn Outpatients Department are currently pilting a text message reminder prject. The aim f this prject is t reduce the number f patients wh d nt attend their appintment by sending a text message 1 week befre a Childs appintment. This survey was carried ut t identify views f the Text Reminder Service accuracy f text message, timing f text message, whether the text reminded them f appintment. Respndents were als given the pprtunity t prvide qualitative cmments within the questinnaire regarding the service. 33 respndents wh received a text message were asked t cmplete the survey ver a three week perid during Nvember Respndents were given the ptin f returning the cmpleted questinnaire in a cllectin bx at receptin r taking a prepaid envelpe, fr return t the Patient & Public Invlvement Department. Summary f Results 97% f respndents stated that the text message was sent t a mbile 91% f respndents stated that the text messaged reminded them f the appintment 97% f respndents did nt need t rearrange the appintment 88% f respndents stated that the text message was sent at the right time 97% f respndents stated that the infrmatin in the text message was accurate The majrity f respndents felt that the text reminder service was an excellent idea that will help save mney fr the NHS. The majrity f respndents were white, female with a range f ages. This reprt has been prepared by Amy Silk Acting Patient & Public Invlvement Crdinatr

6 Appendix One Patient Cmments 33 cmments were made I think that the text message service is a really gd idea fr bth patients and the hspital. Patients wh are busy can frget appintments that have been made in advance. A weeks ntice is enugh time t rearrange any ther events that may have crpped up in the meantime. Hspital less missed appintments must save mney! Any cancelled appintments then have time t be backfilled. Excellent idea, mst ther services ffer this facility e.g. dentists Excellent idea t remind appt by text Excellent idea, wuld help a lt Had text fr this appintment. Great as an reminder but felt it was sent a bit t early Excellent idea wrked well Excellent Makes sure I remember, gd idea Gd care Excellent idea, thugh I always remember appintment it is gd idea fr thse wh frget! Help save mney fr NHS Gd idea excellent reminder Great idea as will make me remember! Gd idea. Helps t remind yu especially when appintments are made a lng time in advance I think it is an excellent idea. Fab reminder fr busy mums and saves many missed appintments fr the hspital Excellent reminding service. Help me as I have tendency t frget when busy perids Send message 2 r 3 days befre appintment Great Very gd service Apparently the appintment had been changed but TXT said riginal date and n letter had been sent re cancelled r changed appintment I had already remembered the appt but text msg a really gd idea Excellent service Excellent, very helpful Gd Have had text message reminders in the past, but did nt get a text fr tday s appintment Gd idea Gd idea Excellent service I think it is a brilliant and excellent idea I think this will be a gd idea. A gd reminder Gd idea I think it s a gd idea I think the text reminder service is a great idea. As I am a very busy persn and ccasinally have frgtten appintments Yes because I have t ring and ask abut appintments

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