Patients are contacted by an automated call a few days before their appointment, where they are asked to confirm their date of birth using their telephone keypad.They are then asked to confirm if they intend to make their appointment, if they are unable to attend they are given the option to cancel or re-arrange.
If the patient fails to complete this, then the call is switched to an agent caller to confirm.
The Health Board’s system is then updated with the call outcome, allowing administrators to make use of the freed up slot.
All information to staff is sent through a secure web portal, which meets all of the security standards required by the NHS.
