Easy read and translate
QI snapshot: Transforming physiotherapy
- QI Snapshots
- QI Digital Automation and IT Systems
What is a QI Snapshot?
Our QI Snapshots provide a quick bite-sized summary from some of the teams we've assisted. Read below for a quick take on the response to patients' frustrations accessing the Dynamic Health Physiotherapy Service and how they transformed their booking system.
Improvement Name: Transforming Physiotherapy: Improved patient access through online booking
Date: November 2023
Deep Dive:
In response to patients' frustrations with accessing the service to book an appointment, we've developed a new online booking facility so they can book an appointment at a convenient time. This tool reduces current volumes of phone activity, thereby improving access for patients who do need to call in and aims to improve utilisation of available slots. Patients can still call in to book if preferred, but the new option allows patients to choose how to access the service, improving their overall experience.
Problem: Currently the only way to book an appointment is by calling our phone system. Friends and Family Feedback have identified difficulties in getting through and holding for a prolonged period. It also means that patients can only contact us during opening hours, which may not fit with their working patterns or personal commitments. Once through, our admin teams then spend time with the patient identifying a suitable appointment and confirming it in our clinical systems.
Goal:
- Improve patient access to the service by offering an online booking process.
- Free up admin capacity by not having to answer as many phone calls.
- Increase utilisation of appointment slots.
Design:
A link to the SytemOne clinical system, using existing functionality which it not currently utilised. - Involvement of admin leads to drive forward and troubleshoot.
- The trial started in 1 initial locality for Band 6 physio appointments on 9th October 2023.
- Planned roll out plan for the other locations/bands based on call rates and digital capabilities.
Deliver:
The tool was launched in Hinchingbrooke Hospital in October 2023. - Booking rates were closely monitored to ensure existing utilisation was not compromised.
- Clinical systems teams created the link and assured the online functionality.
- Live demonstrations of the tool were given to admin teams
- Patients were made aware of the opportunity through existing contact communication (SMS).
Results:
What did we achieve?
- 65% of patients booked their appointments online (October and November).
- Over 20 hours of phone activity saved over the first 6 weeks (2.5 minutes per call, 477 appointments).
- An initial positive response from patients - working with Co-Production to capture a range of feedback including the perception of accessing the service.
- Positive staff feedback - reduced call volumes, less rushed on other calls, improved capacity to focus on other admin roles.
- Age demographic - no statistical variance or change in ages of patients accessing an online booking versus phone call (disproving a hypothesis that more elderly patients wouldn't engage online).
Evolve
Ongoing use of the tool, widening across the service and all locations. Review remaining phone line activity (volume and length). Consider rolling out across other service pathways, and other SystemOne based services.
You can find more information about Dynamic Health and their Transforming Physiotherapy booking system in their QI snapshot below.
Download the full Snapshot here
If you'd like to dive into examples of projects, head to our Case Studies page for inspiration.
Last reviewed:
1 March, 2025