Local communities urged to help cut missed NHS appointments and speed up care
University Hospitals of Derby and Burton NHS Foundation Trust (UHDB) is calling on local communities to play a vital role in reducing missed hospital appointments – known as ‘Did Not Attend’ (DNA) incidents – which cost the NHS valuable time and resources every year.
Thanks to innovative use of technology, UHDB has already achieved a significant reduction in DNAs, helping thousands more patients receive the care they need sooner.
But the Trust says every missed appointment still delays treatment for others and adds pressure to already stretched services.
Raman Chokker, Deputy Chief Operating Officer at UHDB, said: "We want to make it as easy as possible for patients to attend their appointments. Every slot matters – when someone doesn’t attend, it’s not just a missed opportunity for them, it’s time that could have been used to treat another patient."
Over the past two months alone, UHDB has seen more than 5,400 additional patients compared to the same period last year, in part thanks to improved communication and support systems. One key initiative is a new text reminder service, which sends alerts at nine, seven, and two days before an appointment. This has already led to a 1.5% reduction in DNAs - meaning around 1,200 more patients getting the care they need. With each hospital outpatient appointment costing the NHS around £120, cutting missed appointments also helps to save money.
Raman added: "We know there are many reasons why people miss appointments, so our focus is on removing barriers and making communication easier. These changes are great for our teams, but most importantly, they’re great for patients who have been waiting for care."
How the community can help:
- Keep contact details up to date so reminders reach you.
- Cancel if you can’t attend – even at short notice, your slot can often be reallocated.
- Support friends and family by reminding them of their appointments.
- Use digital tools like NHS apps and text reminders to manage bookings easily.
The Trust is now going further, with plans in the new year to introduce a system that allows patients to also cancel or reschedule appointments via text, giving them more flexibility and helping UHDB reallocate slots quickly.
This forms parts of UHDB's wider work to reduce long waits for care, aligned to ambitions in the government's national 10-Year Health Plan >.
The Trust currently remains on track against its plan to deliver the national priority of restoring the NHS constitutional standard - of 92% of patients starting treatment within 18-weeks - by March 2029, and remains among the top five trusts for improvement regionally.
Raman added: "Our teams are working tirelessly to reduce waiting times, increase capacity, and improve pathways so that every patient receives the high-quality care they deserve as quickly as possible. We recognise the challenges, but we are determined to continue making progress and deliver on these important commitments."