Enhancing Patient Attendance with Digital Appointment Reminders

Background

South Hornchurch Medical Practice, a valued member of the Havering Federation, has been committed to improving patient access and reducing missed appointments. Recognising the impact of Did Not Attends (DNAs) on practice efficiency and patient care, the practice sought a reliable solution to enhance appointment attendance.

The Challenge

Like many GP practices, South Hornchurch Medical Practice faced the challenge of reducing DNAs while maintaining an efficient and patient-friendly communication strategy. Traditional methods, such as manual reminder calls, were time-consuming and resource-intensive. The practice needed a streamlined, cost-effective solution to improve patient engagement.

The Hero Health Solution

Under the leadership of Practice Manager Mary Ratnayake, the practice implemented Hero Health’s appointment reminder functionality, leveraging both Email and NHS App notifications to keep patients informed about their upcoming appointments.

Key benefits of the solution included:

• Seamless Integration – Automated reminders were sent directly via Email and the NHS App, ensuring patients received timely notifications without additional admin burden.
• Cost-Effective Approach – By choosing digital reminders over SMS, the practice benefited from a zero-cost solution.
• Patient Convenience – The reminders provided easy access to appointment details and the ability to cancel or reschedule, reducing last-minute no-shows.

Results & Impact

‍Although a direct before-and-after comparison of DNA rates was unavailable, the practice has observed a clear reduction in missed appointments, indicating the effectiveness of the Hero Health solution.

• Improved Patient Attendance – Fewer DNAs have contributed to better appointment utilisation and efficiency.
• Reduced Administrative Burden – Automated reminders have freed up reception staff from making manual follow-ups.
• Enhanced Patient Engagement – Patients appreciate the convenience of digital reminders, leading to better communication and attendance rates.

‍The implementation of Hero Health’s appointment reminders at South Hornchurch Medical Practice has demonstrated clear benefits, even without comparative DNA data. By leveraging a cost-effective, patient-friendly, and automated solution, the practice has successfully improved attendance rates and operational efficiency, further enhancing patient care.