Waiting Well in the NHS

by John Clarke

Imagine a patient eagerly awaiting their appointment with a specialist, consumed by anxiety and uncertainty. Time seems to stand still as they wait for weeks, or even months, in anticipation. The enduring struggle of patients waiting for healthcare services is a deeply rooted issue within the NHS. However, through strategic implementation of technology, forward-thinking leaders have the power to transform this waiting experience.

This article explores why “waiting well” is so important for patients and examines how technology, can aid in alleviating patients’ anxiety, improve their health conditions and ultimately enhancing their overall waiting experience.

Patient wait times: The current state of affairs

Before delving into potential solutions, it is essential to understand the gravity of the issue. The NHS faces an extensive backlog, with patients enduring prolonged wait times for their appointments.

According to NHS England, as of 2024, over 7.5 million people are on waiting lists for elective procedures, with many facing waits longer than 18 weeks. The British Medical Journal (BMJ) study found that prolonged waiting times contribute to poorer mental health, particularly in patients with chronic conditions.

This backlog is detrimental to patients’ mental and physical health, exacerbating their existing conditions. Addressing these delays is not just about reducing numbers but also about improving the experience for those waiting. This is where digital patient engagement tools can make a tangible difference.

What does “Waiting Well” mean?

Waiting for healthcare services can be a stressful and uncertain experience. “Waiting Well” refers to making the waiting process better by ensuring that patients feel informed, supported and engaged while they wait for their appointments or treatments. This approach focuses on providing clear communication, timely updates and digital tools that empower patients to manage their health proactively.

Key aspects of “Waiting Well” include:

• Keeping patients informed: Providing real-time updates on wait times, appointment changes and expected treatment dates
• Enhancing patient engagement: Allowing patients to validate their place on waiting lists, initiate follow-ups and access healthcare information digitally
• Reducing anxiety and uncertainty: Ensuring patients feel in control of their healthcare journey through transparent communication and digital resources.

By implementing digital patient engagement solutions, NHS trusts can help patients “wait well”—transforming a passive, frustrating experience into a more manageable and informed process.

The role of a Patient Engagement Portal in waiting well

One of the most effective ways to enhance patient experience while managing long waiting lists is through digital patient engagement solutions. Patient Hub, Netcall’s Patient Engagement Portal, is a platform that helps NHS trusts enhance communication, streamline appointment processes and empower patients with greater control over their care.

As more NHS trusts implement patient portals, they are proving to be a critical component of digital healthcare transformation, ensuring better engagement and efficiency and helping patients wait well.
Healthcare organisations can create imaginative pathways to empower patients to actively manage their own health, leading to improved outcomes with relevant health information and resources for patients. This approach not only enhances patient satisfaction but also helps healthcare organisations to build a reputation as forward-thinking and patient-centric institutions.

How Patient Hub supports waiting well

Appointment notifications

Missed appointments (Did Not Attends, or DNAs) cost the NHS an estimated £1 billion annually. Automated reminders have been shown to reduce DNAs by up to 30%, ensuring better scheduling efficiency.

Portals like Liberty Patient Hub can engage with patients to book and reschedule all appointments through the self-service portal. Patients receive real-time updates about upcoming appointments, cancellations, and rescheduling options, reducing frustration and improving attendance rates.

Waiting list validation

Waiting list validation tools allow patients to confirm whether they still require treatment, reducing unnecessary appointments and freeing up clinical capacity. Organisations can efficiently manage waiting lists by prioritising urgent cases and redistributing resources effectively.

Patient Initiated Follow-up (PIFU)

Patients with long-term conditions, such as diabetes and arthritis, benefit from self-managed PIFU rather than rigid scheduling models, leading to improved patient satisfaction and better health outcomes. Netcall’s PIFU give patients the ability to choose when they require an appointment, so they only attend when it is beneficial to their recovery.

NHS App integration

As of 2024, over 35 million people in England have downloaded the NHS App, with a 60% increase in usage since 2022. The ability to integrate patient engagement platforms with the NHS App provides seamless access to medical records, upcoming appointments and secure communication with healthcare providers.

This integration enhances accessibility, transparency and efficiency in healthcare management, empowering patients to take charge of their health.

Improve patient engagement with Netcall’s Patient Hub

Technology-led initiatives from Netcall’s Patient Hub streamline communication between healthcare providers and patients, providing real-time updates on wait times and appointment progress. Moreover, patients can receive personalised health tips, educational resources and even access to virtual support groups, maximising the potential for productivity and self-care while they wait.

Addressing the issue of prolonged waiting times in the NHS requires a multi-faceted approach, with technology playing a crucial role. By leveraging platforms like Netcall’s Waiting Well solution, leaders are empowered to transform patient waiting experiences. Through referral confirmations, decision support tools, timely updates on waiting lists and remote patient monitoring, anxiety can be alleviated and patients can actively participate in their healthcare journey.

“By embracing technology as a catalyst for change, we can ensure that patients not only wait well but also experience compassionate care, even during the most challenging times. With the help of technology, we provide patients with a more personalised and efficient healthcare experience. We believe that by creating strategic partnerships with forward thinking NHS anchor institutions and leveraging our leading technology, we can help create a more patient-centric healthcare system that is accessible to all and helping achieve outstanding clinical outcomes. Let’s work together to make this vision a reality!”

John Clarke

Head of Client Solutions – Health, Netcall

Waiting well is vitally important for patients. Technology plays a crucial role in alleviating anxiety for patients, improving their experience with the hospital and even making a positive impact on health conditions. Contact us to find out more about how you can enhance the overall waiting experience for patients at your NHS Trust or Board.