University Hospital Southampton NHS Foundation Trust (UHS) is to roll out Netcall’s Patient Hub, across all its departments from April. 

The Patient Hub, a browser-based portal, will enable patients to confirm, rebook or cancel hospital appointments online from anywhere, on any device and at any time.

Those who have not logged in to read the digital version in time, or those who opt-out of the hub, will still receive postal notifications to maximise appointment attendance and cut down costly “did not attends”. The hub also supports patients who need reading or visual impairment tools. 

The Patient Hub allows clinicians to receive a screen-pop of all the relevant patient data from the start of a patient’s call – meaning that patients don’t need to repeat information. The screen-pop functionality works even when the patient decides to call directly into the booking centre with a query.

Digitalising appointment letters through the Patient Hub also boost’s the NHS’s paper-free agenda and reduces postage costs.

In the future, UHS aims to further integrate the Patient Hub with its clinical portal My Medical Record (MyMedRec), which is designed to help patients with chronic illnesses manage their care. Once the two portals are connected, patients will be able to review their appointments on the Patient Hub and then move to MyMedRec to check-in or upload clinical information ahead of time.

Ian Brewer, head of information technology at UHS, said: “Netcall has been sending our outpatient appointment reminders by telephone and text for a few years. When we started to look for a solution to send digital letters to patients, Netcall’s Patient Hub seemed a natural fit. The additional functionality we have been able to deploy as part of the programme, including confirming or cancelling appointments, as well as additional call handling facilities in our busy patient services centre, has made it a great choice.”

Mark Holmes, chief sales officer at Netcall added: “We are very pleased to continue our work supporting this innovative global digital exemplar. University Hospital Southampton NHS Foundation Trust has a clear vision and strategy for a future that is centred around excellence and patient experience. The experience that both the UHS and Netcall teams bring to the Patient Hub implementation, working alongside MyMedRec, means that the future looks very exciting.”

Date published: March 4, 2020

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