Waiting list validation system launches at Torbay and South Devon

Torbay and South Devon NHS Foundation Trust has launched a waiting list validation system which confirms if patients still need their appointments and want to remain on a waiting list.

The system provided by Netcall, which launched on Tuesday 9 July 2024, will enable anyone who has been waiting more than 12 weeks for an appointment with Torbay and South Devon’s outpatient team to be invited via text to confirm their wishes on the Patient Hub.

Patients will be asked to confirm if they wish to remain on the waiting list, be removed as their condition has improved, or be removed as treated elsewhere.

This data will then automatically update each speciality’s booking teams to help ensure that waiting lists are up-to-date, and help achieve few missed appointments, meaning more people can be seen and treated quicker.

Tony Ray, patient access manager at Torbay and South Devon said: “This service will support patients who are awaiting appointments within head and neck, surgery, ophthalmology, musculoskeletal and medicine, and we will gradually roll this out throughout 2024.

“Many of us receive texts from our doctors or dentists reminding us of appointments, this is essentially the same thing so we hope that this new validation process will make things easier for our patients”.

A spokesperson for Torbay and South Devon told Digital Health News that the system has been funded by a grant from NHS England’s ‘mobile first fund, which was awarded to Devon Integrated Care Board in 2023 to introduce digital waiting lists across trusts in the region.

“Part of this funding was earmarked to help with the set-up of patient portals and costs linked to this project.

“The funding also supports the three year contract of Netcall Technology Limited.

“We are all aware of the pressures we face tackling NHS waiting lists. This system will help to cut down waiting times, reduce DNA’s [Did Not Attends] and reduce our reliance on letters being sent which will lead to a substantial cost saving to the NHS,” the spokesperson said.

John Clarke, head of client solutions – health at Netcall, told Digital Health News: “Healthcare waiting lists have posed persistent challenges for the NHS for a while now.

“Leveraging technology, we actively collaborate with trusts to minimise wait times for consultations, tests and treatments.

“Torbay and South Devon NHS is innovating by employing automation to reduce waiting lists and enhance patient care.

“They are the first of three in their region to do so and we are delighted to be supporting them in leading the way in improving patient engagement across the trust.”

In February, Torbay and South Devon selected Epic as its preferred supplier for an electronic patient record system.