Royal Derby Hospitals NHS Foundation Trust Case Study: Appointment Management BACKGROUND NHS hospitals across the UK experience varying degrees of Did Not Attend (DNA) rates, a problem for the NHS as the consultant’s time is an expensive resource, which is wasted when a DNA occurs. For the Royal Derby Hospitals, this was no exception and so it was here, where the contributing factors to a high DNA rate were recognized. These include: • An ag eing popula tion wher e mor e elderly pa tients ar e using the ho spital services but have problems getting to and from clinics • T r anspor t and the r ela tiv ely high c o st of ho spital parking det ers pa tients fr om making the journe y • Many individuals vie w the NHS as a gift and f eel no r esponsibility t o notify the hospital of the

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