PubMed · 6944731
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G S Bers, A H Dana. 1981. Appointment control systems (I).. https://pubmed.ncbi.nlm.nih.gov/6944731/
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A primary care trust has established a call centre for booking appointments for community services. The service handles bookings for physiotherapy, minor surgery and retinal screening. Since it went live in April 2002, the service has booked 2,000 appointments, reduced waiting times for physiotherapy appointments from 16 to four weeks and cut non-attendance rates from 18 to 2 per cent. It is hoped to increase operating hours to 7.30 pm and extend to cover other services.
A hospital with a 157-week wait for orthopaedic outpatient appointments has introduced a telephone booking system which has reduced waiting by 53 weeks. The system, introduced with a 23,000 Pounds grant from the local health group, has cut non-attendance from 17 to 5 per cent and is estimated to have saved the orthopaedics department 216,000 Pounds. Two part-time clerical workers staff the initiative. Telephone booking is now being rolled out to include outpatient clinics of other specialties and orthopaedic day case lists.