Reduce DNA’s by a Further 20% with a Tweak to Wording Wirral University Teaching Hospitals NHS foundation Trust remind patients of upcoming appointments using Agent calls and Interactive Voice Message (IVM). In September 2015, the Trust introduced SMS reminders to ensure every demographic received a prompt in the most cost efficient way. The addition of this digital channel reduced Did Not Attends (DNA’s) from 9.4% to 8.5% in 3 months! Based on the success of a recent trial, Wirral then subtly changed the SMS reminder wording to a ‘Specific cost’ template in December 2015. DNA’s quickly dropped by a further 20%, providing further evidence of the power of words in reducing missed attendance. How was this achieved? The most common reason for a patient DNA is simply forgetting and SMS

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