Reducing missed medical appointments - with a simple phone call

Reducing missed medical appointments - with a simple phone call

18 October 2023

Sometimes patients are unable to attend an appointment because they have problems arranging transport or other commitments that make it difficult for them to come to hospital. Others lose track of medical information or have limited access to email and text reminders.  

Each missed appointment comes with a financial cost and creates gaps that could be filled by other patients.  

But now our volunteers are helping to reduce the number of missed appointments – with a simple phone call.  

By getting in touch over the phone, volunteers can remind patients about their upcoming appointment and answer any questions or concerns they might have. 

“It’s a vital activity because not everyone has access to mobile communications for text message reminders."

Joanna, Volunteer

At Imperial College Healthcare NHS Trust, these simple calls have led to a big increase in patients attending their appointments – saving thousands of pounds for our hospitals. 

One of our volunteers, Joanna, said a quick call often helps to ease patients’ worries about attending a hospital appointment. 

“Many people have been waiting a long time for their appointments and reminding them is generally well received,” she said.  

“It’s a vital activity because not everyone has access to mobile communications for text message reminders. A human interaction may be helpful and positive reassurance goes a long way.” 

“The volunteers have had a really positive impact helping us to reduce wasted appointments.”

Lucy Phillips, Gastroenterology Business Support Manager 

Over the summer our volunteers contacted around 300 patients to remind them about their appointments. After receiving a phone call, 84% went on to attend – a 13% increase compared to those who weren’t contacted in advance. 

Lucy Phillips works in the gastroenterology department, which provides care for patients with conditions affecting the digestive system. She said the additional support of volunteers had already made a huge impact. 

“If the patient can’t attend, the volunteer tells us and we can rebook the appointment for someone else. This avoids a last-minute cancellation and an unused slot,” she said. 

“The volunteers have had a really positive impact in helping us to reduce wasted appointments.”

Feeling inspired? Find out more about the latest volunteering opportunities at our hospitals.