NHS Smoking Cessation Service

Case study

An example of a proactive service improvement was within the NHS Smoking Cessation service for the NHS Grampian health board. Based on a model of three outbound call attempts over a period of time for each patient record, we identified that the Grampian health board had a higher rate of contact failure when statistics were compared to other health boards.

To combat this we introduced a system where an SMS was sent to the patient to ask if they were available for a call. When the patient replied to say yes, the SMS was converted to an email which was delivered to an Advisor (using our push notification technology) and an outbound call to that patient was immediately generated. This not only significantly increased the contact success rate but it also reduced the required number of contact attempts saving the NHS Grampian health board both time and money whilst increasing the amount of successful contacts.