Have you ever been in that waiting game? Patients referred to secondary care often find themselves in silent limbo for weeks, wondering, “Did my referral go through? Has it been received?”

This grey area between primary and secondary care can stir up confusion and heighten anxiety about health. In response, patients often call trusts solely to confirm their referral status— one NHS trust saw that 30% of outpatient booking calls were for precisely this reason.

We have developed a simple and effective solution.

eMeet & Greet eliminates this uncertainty by promptly notifying patients upon receipt of their referral, providing reassurance that their appointment is in progress.

Leveraging Health Call’s suite of solutions, including the Patient Engagement Portal, patients are then seamlessly informed of their appointment via the NHS App once it has been scheduled. By bridging the gap between referral & appointment, eMeet & Greet replaces letters and inbound phone calls with efficient digital notifications. This innovative solution not only saves time & resources for the NHS workforce but also plays a role in addressing the substantial backlog of patients waiting for secondary care appointments.

This digital tool allows your Trust to automate notifications to patients referred to your services through SMS or phone calls. This enables you to:

  • Welcome Patients: confirm their referral has been received
  • Confirm: identify patients willing to travel locally or more widely for care at another site.
  • Onboard: encourage patients to sign up for the NHS App, with onboarding instructions given

Features

eMeet and Greet, introduced as part of NHSE initiatives under Elective Recovery priorities, is described by NHSE as a model for digitally enabled pathway optimisation. It aims to provide patients awaiting outpatient appointments across all specialties with proactive and timely notifications via the NHS App.

The NHS Health Call solution establishes digital contact with patients, welcoming them to the Trust and facilitating their onboarding into the NHS App

  • Cost effective communication channels via NHS trust Gov.Notify to send SMS
  • Digitally inclusive by sending either an SMS or voice message
  • Synthetic voice message offers multilanguage and tone of voice message capabilities
  • As a cloud-based solution, eMeet & Greet can be used with MyHealthCall PEP or with integration via an organisation’s integration engine

How it works

Lack of patient communication substantially burdens both primary care and hospital administration teams.

eMeet & Greet revolutionises patient communication by automating mass notifications post-referral to secondary care services. Through SMS or phone calls, patients receive prompt confirmation that their referral is in progress and are also asked if they would be willing to accept care at wider NHS sites.

The digital process will streamline communication and eliminate inefficiencies instead of relying on outdated methods like telephone calls and letters. The ambition is to save time and energy for the NHS workforce and play a crucial role in reducing the significant waiting list backlog.

eMeet & Greet Flow chart

Benefits

  • Improved patient experience & reduced anxiety around referral for treatment
  • Increased patient engagement with both the NHS App – in line with NHS England’s digital strategy – and the appointment booking process
  • Improved efficiency and productivity through the automation of repetitive administrative processes, reducing admin burden and freeing up resource
  • Reduced unnecessary phone calls & GP appointments
  • Automate mass notifications to patients

Book a demo

If you would like to know more about eMeet & Greet please enter your email address below.

 

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