A new secure, automated appointment booking service has been launched for the NHS, designed to improve operational efficiencies and enhance patient access to care in the UK.
The new facility, integrated into the UK’s leading clinical system for GPs, EMIS Web, addresses the growing pressures on GP receptions and the challenges associated with the increasing number of incoming calls. This system allows patients to book, cancel, or change their appointments using a phone at any time of the day or night.
Patients can complete the booking process in less than 60 seconds by entering their date of birth and registered phone number using only the telephone keypad. If calling from the registered number, they simply press the hash key. Upon completion, an automated SMS confirmation is sent to the patient, and the doctor’s diary is updated in real time.
This solution is expected to handle around 20 per cent of calls to a GP surgery, significantly easing pressure on receptionists and reducing staffing budgets. The cloud-based technology aims to streamline processes for employees and deliver enhanced services to patients. Similar advancements have been observed in the US, highlighting the importance for the UK to adopt such technologies given the current pressures on the NHS.
The service is the latest addition to the EMIS Health partner programme, which offers customers a wide choice of add-on products that integrate seamlessly with its core software. There are currently more than 100 accredited partners in the programme. Leveraging the technological principles used in this system, future developments may include solutions involving video communications.
A key consideration for this project was ensuring a universal experience for all patients, regardless of their connectivity or technological capabilities. The secure system does not require prior registration or internet access, removing potential barriers for users. Additionally, the ability to make or amend appointments 24/7 without receptionist involvement is expected to improve the process for both patients and clerical staff.
This latest development underscores the evolving relationship with EMIS Health and a continued commitment to supporting much-needed digital innovation in the healthcare sector.