Client Background
A large NHS Foundation Trust serving over 500,000 patients across multiple hospital sites was struggling with outdated patient access systems. The trust's existing infrastructure relied heavily on phone-based appointment booking and paper-based processes, creating significant administrative burden and patient frustration.
Trust Overview
Patient Population
500,000+
Hospital Sites
3 Major Sites
Specialties
15+ Clinical Services
Staff
8,000+ Employees
The Challenge
The trust faced multiple interconnected challenges that were impacting both patient experience and operational efficiency. Administrative staff were overwhelmed with phone calls, patients experienced long wait times, and the lack of digital services was creating barriers to care access
Key Pain Points
- 80% of appointments booked via phone, creating bottlenecks
- Average 15-minute wait times for appointment booking calls
- Limited patient access to medical records and test results
- High administrative overhead affecting clinical time
- Fragmented systems with poor interoperability
Our Values & Approach
These core values shape every project we undertake and guide our commitment to delivering meaningful change in healthcare
Patient Portal & Mobile App
Responsive web portal and native mobile app for appointment booking, medical record access, and secure messaging with healthcare teams.
Smart Appointment System
AI-powered scheduling with real-time availability, automated reminders, and intelligent slot optimisation based on clinical requirements.
FHIR Integration Layer
Seamless integration with existing EPR systems using FHIR standards, ensuring real-time data synchronisation and maintaining data integrity.
Compliance & Security
Built-in NHS compliance with DTAC, DSPT, and DCB standards, including end-to-end encryption and multi-factor authentication.
Implementation Approach
01.
Discovery & Planning
Stakeholder workshops and system analysis
02.
Agile Development
Iterative development with clinical feedback
03.
Pilot Testing
Controlled rollout with select departments
04.
Full Deployment
Trust-wide launch with ongoing support
Results & Impact
The digital front door implementation delivered significant improvements across all key metrics, transforming both patient experience and operational efficiency within six months of launch.
40%
Increase in Online Bookings
From 20% to 60% of all appointments
65%
Reduction in Call Volume
Freeing up administrative staff time
85%
Patient Satisfaction Score
Up from 72% pre-implementation
Operational Benefits
- Reduced administrative workload by 30 hours per week
- Decreased no-show rates by 25% through automated reminders
- Improved data accuracy with real-time EPR synchronisation
- Enhanced clinical workflow efficiency
Patient Experience Improvements
- 24/7 access to appointment booking and medical records
- Reduced waiting times for phone appointments
- Secure messaging with healthcare teams
- Mobile-first design for accessibility
"The digital front door has completely transformed how our patients interact with our services. The team at Digitals for Health delivered exactly what they promised - a solution that works for both our patients and our staff, with full NHS compliance from day one."
Dr. Sarah Mitchell
Chief Technology Officer, NHS Trust
Dr. Sarah Mitchell
Chief Technology Officer, NHS Trust