Reducing DNA rates, saving time and reducing costs with SystmOne Communications Annexe
How one Nottinghamshire Healthcare NHS Foundation Trust Service transformed a paper-based referral pathway using digital questionnaires, self-booking and two-way patient communication in SystmOne.
“Our patients often experience fatigue and brain fog, so making it easier to interact with our service is hugely beneficial. SystmOne Communications Annexe has helped us simplify the patient journey, bring communication into a single system and reduce administration.
Patient replies come straight back into my task list, saving valuable clinical time and reducing the need to manage email trails and telephone discussions.”
Alexandra Griffiths, Highly Specialist Physiotherapist and Clinical Digital Champion
The post COVID service within Nottinghamshire Healthcare NHS Foundation Trust is just one of the many teams that have worked closely with the Clinical Applications Development Team and Clinical Digital Champion to reduce administrative burden, improve access to appointments and enhanced the patient experience by making full use of SystmOne Communications Annexe.
The service supports working-age adults experiencing fatigue and cognitive difficulties, including brain fog and memory problems. By using Communications Annexe to redesign key stages of the patient pathway, the team has replaced a largely paper-based process with digital questionnaires, self-service appointment booking, two-way messaging and direct delivery of patient information through SystmOne.
At a glance
A 6% reduction in DNA rates observed over four months
Up to 13 days faster from referral to appointment offer
Reduced administrative workload and released valuable clinical time
Better use of cancellation appointments, helping maximise clinical capacity
Self-service appointment booking available 24/7 once appointment booking link sent
Digital PROMs automatically filed into the patient record
Improved access to patient education and self-management resources
Reduced reliance on paper-based communication
From paper forms to a digital pathway
Before introducing Communications Annexe, the referral pathway relied on posted questionnaires, follow-up telephone calls, appointment letters and manual administration.
Following acceptance of a referral, administration staff would send an acceptance letter, two patient-reported outcome measures (PROMs) and a pre-paid return envelope. If forms were not returned, patients were contacted by telephone to chase the returned paperwork before appointments could be arranged and confirmed by post.
For patients experiencing fatigue, concentration difficulties and memory problems, keeping track of paperwork, appointments and healthcare information could be challenging. The process also created a significant administrative burden, requiring multiple phone calls, printing, postage, scanning and manual documentation.
Working with the Clinical Applications Development Team, the service created digital versions of its PROMs and sent them directly to patients using Communications Annexe. Rather than relying on paper forms being completed, returned and manually processed, questionnaires are now completed electronically and returned directly into SystmOne. Responses automatically generate tasks for staff and, once actioned, are filed directly into the patient record. This removes the need for scanning and manual data entry while ensuring information is captured and managed within SystmOne from start to finish.
The team then introduced SystmOne appointment booking links. Instead of waiting for administration staff to make contact, patients can select a suitable appointment slot directly through a link sent via communications annexe.
This gives patients greater control over when they access care, enables appointments to be booked outside normal office hours and has improved referral-to-appointment times by up to 13 days. Self-booking has also helped the service make better use of cancellation appointments and available clinical capacity.
Bringing communication, booking and patient engagement into one platform
“Previously, patients had to log in to a separate system to access information and self-management advice.
Being able to send everything directly from SystmOne has made resources much easier to access and reduced the number of patients contacting us because they’ve forgotten passwords or are struggling to use another system.”
Alexandra Griffiths, Highly Specialist Physiotherapist and Clinical Digital Champion
Having seen the benefits of digital questionnaires and appointment booking, the team continued to expand its use of Communications Annexe.
Educational resources and self-management information can now be sent directly from SystmOne. Previously, patients were required to access a separate platform and remember additional login details. Delivering information through Communications Annexe has simplified access for patients while removing the need for clinicians to use and document activity across multiple systems.
For a patient group affected by fatigue and brain fog, reducing these barriers has made information easier to access while reducing support requests from patients struggling to use alternative systems.
Communications Annexe’s two-way messaging functionality has also streamlined communication. Patient replies sent by SMS or email return directly to SystmOne task lists, creating a clear communication trail within the patient record and reducing the need for clinicians to manually document conversations and correspondence.
By bringing questionnaires, appointment booking, patient communication and educational resources together within a single workflow, Communications Annexe has enabled the team to replace multiple disconnected processes with a more efficient pathway managed within SystmOne.
Delivering measurable benefits for patients and staff
“Appointment booking links have given patients greater flexibility while helping us make better use of available clinical capacity. Patients can often book at a time that suits them without waiting for office hours or a telephone call.”
Alexandra Griffiths, Highly Specialist Physiotherapist and Clinical Digital Champion
“I am using my admin time more effectively – it saves time for me phoning and trying to get hold of patients. They can also cancel appointments themselves.”
Nina Thomas, Post COVID Team Administrator
Communications Annexe has been in use within the service for around 18 months, with appointment booking links introduced six months ago.
Early results show a 6% reduction in DNA rates over a four-month period, alongside savings in administration time for both clinical and non-clinical staff. The service has also reduced printing and postage costs by approximately Ā£300 per year.
The team chose to build the pathway on SystmOne following advice and guidance of the functionalities available from the trust Clinical Applications Development Team, on the understanding that communication, workflow management and patient engagement would be managed within a single record, providing capabilities that were difficult to achieve through existing processes and alternative systems.
The team expects to see further reductions in DNA rates and administrative workload as use of the functionality continues to grow. Future plans include exploring appointment booking links for group sessions, building on the success already achieved with one-to-one appointments.
The project demonstrates how Communications Annexe can help organisations make better use of the capabilities already available within SystmOne. By consolidating communication, appointment booking, patient engagement, educational resources and workflow management within a single platform, Nottinghamshire Healthcare has improved patient access, reduced administrative burden, released valuable clinical time and created a simpler experience for patients.
“It is rewarding to see how our close work with clinical teams can measurably reduce clinical administrative burden, whilst enhancing patient care through digital optimisation.”
James Galpin, Clinical Applications Support Manager
“As a clinician and SystmOne user, I am thrilled by advancements that drive the NHS closer to its digital-first goals. Our Clinical Applications Development Team provided exceptional, highly knowledgeable support to our staff at every stage of this transition. Their consistent ability to resolve queries promptly highlights the vital role they play in advancing digital transformation across the NHS.”
Alex Griffiths, Highly Specialist Physiotherapist and Clinical Digital Champion
