PbR income increases by £40,000 a month The issues • Cambridge relied solely on Interactive Voice Messaging (IVM) to remind all patients of upcoming appointments. Mobile texting is the most popular form of UK communications, yet it was not deployed as part of the patient communications strategy. • The Trust’s Did Not Attend (DNA) rate was low at 5.5%, however this had stagnated for some time and the current solution could not reduce DNA’s any further. • The reminder process was disjointed with minimal automation built in to work flows. Staff were required to ring patients individually about cancelled clinics or to fill last minute slots; hugely time consuming, archaic and expensive, which diverted staff from optimising clinics. • The system received high levels of complaints

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