Category: 2.4. Appointment reminder systems
Oldham PCT looked at several ways to increase access to primary care services and decided that a text messaging service has several benefits, including reducing DNAs.
A small number of practices joined the scheme in May 2008. The PCT introduced practice managers to staff from the text system provider, iPlato. They began working together to introduce the system.
iPlato’s web-based text messaging system was chosen over others because it works with all the major clinical systems, including EMIS and InPS Vision. Once the system was installed in the practices, a text message was sent to all patients whose mobile phone number was already in the practice system. In practices that were IT-oriented, the first texts were going out within a week of system set-up.
The initial message asked patients if they wanted to receive appointment reminders and health messages. If they assented, they were enrolled in the service. In addition to that initial text message, patients who came to the practice were asked if they wanted to receive text messages.
With targeted health messages, the system can be used to send manual text messages to individuals or groups of patients. Automated appointment reminders are sent to patients by text message at a predefined time before each visit. Reply texts from patients are directed as emails to an email address.
The PCT paid for the initial set-up costs and software for the first year of the service. In the second year, there’s an annual maintenance cost, for which the practices are responsible. The text messages themselves cost 6p each and are sold in bundles of 3,000. Staff time spent on this project was minimal.
The PCT is now actively trying to reach more patients who have mobile phones, to encourage them to give their surgeries their numbers. Mobile phones are used by 84% of the adult population, which suggests that there is huge potential for growth in penetration.
In September 2008, the PCT invited practices to an event to learn more about the text messaging system. Since then, many more practices have opted in, and the PCT expects interest to grow.
Martin Weavers, 0161 622 4304
martin.weavers@nhs.net
