NHS Dumfries and Galloway serve a population of over 148,000 across a geographical region of 2,400 miles. Around 6,000 outpatient slots are wasted each year due to patient DNAs (did not attends). This was having a serious impact which the Trust needed to address.
In August 2004 Dumfries and Galloway began to issue text message appointment reminders to patients using NHSnet in an attempt to reduce their DNA rate which was over 8%. Early results were encouraging, but only 5% of patients with an associated mobile number were able to receive an appointment reminder. Dumfries and Galloway required a service which would reach a higher number of patients to ensure DNAs were significantly reduced.
"If we weren’t using the Chronos service our DNA rates would be much higher.“