Patients across the U.K. are facing travel difficulties, communication issues, and stress that are preventing them from attending their hospital appointments. According to a survey by patient engagement firm DrDoctor, eight million people missed their scheduled appointments over the last year, costing the country’s public health service around £960 million ($1.25 million).
The survey, which included 5,003 people who missed at least one appointment in the last two years, revealed that patients encounter various barriers to attendance. While almost all respondents (93%) expressed a desire to attend their appointments, half of them cited transport as a significant issue. Some patients were referred to hospitals located far from their homes, while others struggled to afford public transport fares.
Additionally, more than a quarter of respondents expressed concerns about losing out on work or income, and 17% mentioned that religious or cultural commitments interfered with their appointments. Psychological factors also played a role, with over 40% of patients feeling anxious before their appointments.
Women were slightly more likely to miss appointments than men, with stress and anxiety being common reasons for non-attendance. Nearly one in five patients reported that miscommunications about their appointments, such as receiving incorrect details or having the time changed, prevented them from attending.
Furthermore, almost a third of patients stated that they had tried to reschedule their appointments but were unable to reach someone on the phone, while 19% found the process of changing appointments too complicated. The fragmented nature of the U.K.’s digital health landscape contributes to these challenges, as different providers use various digital services, leading to patients falling through the gaps.
Rachel Donovan, a 29-year-old from London, shared her frustrating experience of being removed from a hospital clinic list due to an appointment mishap. She emphasized the lack of visibility and communication in the appointment system, highlighting the need for improved digital solutions in healthcare.
DrDoctor’s research also revealed that missed appointments not only cost the public health system but also contribute to lengthy national waiting lists. Nearly half of patients who missed their initial appointments went on to miss additional ones, underscoring the importance of streamlining the appointment booking and rescheduling process.
In light of these challenges, the firm advocates for making it easier for patients to book and change appointments through digital and AI-enabled platforms. The potential of technology, including AI and life sciences breakthroughs, to transform care and improve productivity in the healthcare sector is highlighted in a recent report on the state of England’s National Health Service (NHS).
Government ministers, including Health Secretary Wes Streeting, are exploring ways to modernize the country’s health system, with a focus on improving accessibility of care records and developing patient-facing apps. These initiatives aim to enhance communication, streamline processes, and ultimately improve patient outcomes within the public health system.
