NHS digital overhaul to reduce wait times and increase patient choice in elective care

NHS patients in need of elective care are set to have more control over where they receive treatment, thanks to new Government proposals aimed at reducing waiting times.

The NHS App is poised for a significant update, enhancing patient options as part of the elective reform strategy expected to be unveiled this week. Health Secretary Wes Streeting has heralded the initiative as a leap "into the digital age" for the NHS, with ambitions to slash wait periods "from 18 months to 18 weeks".

Additionally, measures will be introduced to address the issue of missed appointments, which impose financial burdens on the healthcare system. While the plans have been met with approval from experts, there are cautions that such digital advancements should not "create new barriers" or inadvertently exclude individuals who lack access to a smartphone.

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Currently, the NHS App facilitates tasks such as arranging and managing appointments, accessing health records, and reordering prescriptions. With the forthcoming enhancements, those awaiting non-urgent elective procedures will have the ability to select from various providers, including private sector options.

Moreover, the app will offer functionalities for users to oversee and arrange appointments, schedule tests and examinations at convenient sites like community diagnostic hubs, obtain test results, and organise any subsequent appointments needed, whether they be virtual consultations or surgical interventions. The Department of Health and Social Care (DHSC) reports that presently, less than 25% of patients are presented with a choice regarding their hospital for treatments.

Mr Streeting stated: "If the wealthy can choose where and when they are treated, then working class patients should be able to as well, and this Government will give them that choice. Our plan will reform the NHS, so patients are fully informed every step of the way through their care, they are given proper choice to go to a different provider for a shorter wait, and put in control of their own healthcare."

The rollout of the new strategy commences in March, with patients at over 85% of acute trusts gaining the ability to track their appointments via the NHS App. Additionally, this will facilitate direct communication with healthcare providers and timely updates, including expected waiting durations.

Furthermore, the Government's elective care blueprint sets about defining minimum patient standards, greatly enhancing the individuals influence over healthcare decisions. By such measures, individuals will be presented with options regarding follow-up care modalitieswhether face-to-face or digitaland will have an array of potential care providers to pick from, coupled with simplified means for securing follow-up engagements.

According to official records, there were a staggering eight million unattended appointments during the 2023-24 span, prompting the adoption of corrective protocols. Enhancements to reciprocal patient-clinician dialogue, bolstered by cutting-edge AI technology, are anticipated by the Department of Health and Social Care to counteract roughly one million future no-shows.

Efforts are being made to implement AI technology, designed to identify individuals at risk of not attending their medical appointments, with the aim of providing additional support like complimentary transport. Mr Streeting remarked, "This Government's reform agenda will take the NHS from a one size fits all, top down, like it or lump it service, to a modern service that puts patients in the driving seat and treats them on time delivering on our plan for change to drive a decade of national renewal."

"By bringing our analogue NHS into the digital age, we will cut waiting times from 18 months to 18 weeks and give working class patients the same choice, control, and convenience as the wealthy receive."

The previous month brought news highlighting a downward trend in the queue for routine hospital procedures, reaching a seven-month low. Data released by NHS England in December revealed that there were approximately 7.54 million pending treatments at the end of October, which is a slight decrease from 7.57 million at the close of September, marking the smallest total since March 2024.

Meanwhile, the count of patients awaiting treatment remained consistent at 6.34 million from one month to the next. Amanda Pritchard, CEO of NHS England, commented: "NHS staff are providing record levels of elective care but with too many patients waiting, we know we need to reform further and faster so we can take our progress on the backlog to the next level."

"That is why as part of the elective reform plan we will fully harness the potential of the NHS app, giving patients more information, choice and control over their care while freeing up the time of our staff so they can work more productively too. Using technology to revolutionise access to NHS care, alongside offering more availability of tests, check and scans closer to people's homes, will help us tackle waiting times and put patients in the driving seat of elective care."

Rachel Power, Chief Executive of the Patients Association, hailed the plans but stressed it is "crucial" that digital advancements do not "create new barriers". "The commitment to putting patients in control of their own care through enhanced digital access is a positive development that could transform how people manage their healthcare journey," she remarked.

"However, it's crucial that these digital innovations don't create new barriers for patients who may struggle with technology or can't access digital routes, potentially widening existing health inequalities. While modernising services is important, we must ensure that traditional communication channels remain available and well-resourced, particularly in areas where digital exclusion is highest."

She further remarked that the integration of AI to forecast and prevent no-shows, together with additional support initiatives, "shows a welcome recognition that improving access requires both technological and practical solutions". Sarah Woolnough, the chief executive of The King's Fund, has stated that while increased patient choice is a "good thing", enhancements to the app "must not come at the expense of excluding those without a smartphone".

She highlighted the common issues many individuals face when attempting to book, modify, follow up and cancel appointments. She also mentioned the frequent tales of lost letters and cumbersome phone systems making it challenging for people to select suitable appointment slots. "We welcome the acknowledgement that there is clearly scope for the NHS app to improve how patients experience their care and the focus on improving the app must not come at the expense of excluding those without a smartphone."

"More patient choice is a good thing, but it can only be one part of the forthcoming recovery plan to tackle the extensive waiting list challenges we face." The Conservatives have criticised Labour for only delivering "partial announcements" regarding NHS reform.

"The Conservatives laid the foundations for increased patient choice, launching and revolutionising the NHS App to help transform services, treatments, and access for patients, so it is positive to see Labour building on our solid foundations," said Ed Argar, the shadow health and social care secretary.

"We will work with the Government to support reform across our public services when they bring forward a clear and comprehensive plan, but sadly so far all Labour have delivered are partial announcements, and yet further reviews and consultations despite having 14 years in opposition to work out what they actually wanted to do. Labour promised reform now patients are clear, it's time they actually delivered it."