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PRESS RELEASE: 13 September 2005

We can’t treat an empty chair

Every year at Addenbrooke’s thousands of people fail to keep their appointments impacting on waiting times for others and costing the hospital an enormous amount of money.

“We have far too many missed appointments,” said Dr Basil Matta, consultant anaesthetist. “Last year nearly 24,000 patients failed to turn up for outpatient appointments, and amazingly 900 didn’t show for booked operations or day case procedures.

“This really matters to us. It is costly for the hospital, wastes staff time and resources and most of all it impacts on the length of time others have to wait for their appointments. If we have no warning, we can’t give the slot to someone else who really wants it.”

On Tuesday 13 September the hospital launches a campaign to make patients think twice about the importance of their appointment with the aim of significantly reducing the number of people who fail to attend.

“We want to communicate the message in a straightforward way” continued Basil Matta, “With a simple image of an empty chair ‘we can’t treat an empty chair’, and a strong strapline ‘it’s your appointment – take care to be there’. Our message is simple… if you don’t turn up we can’t give your slot to someone else, so let us know.”

Notes to editor:

Methods for cancelling or rearranging appointment:
• Complete the ‘cancel appointment’ section on appointment letter.
• Ring the clinic or department as listed on appointment letter.
• Use the ‘cancel/rearrange appointment’ form on the website.
• If the direct contact details have been mislaid, just call 01223 245151.

The campaign:
• Strong strapline – ‘It’s your appointment. Take care to be there.’
• Simple image – an empty chair in a waiting room – we can’t treat an empty chair.
• Posters in the hospital, GP surgeries, and in the community.
• Strapline on appointment letters and follow-up appointment cards.
• Radio advertising.
• Website – tell us you if you can’t make your appointment.

Reason for campaign:
• Last year 23,786 patients failed to turn up for outpatient appointments, 69 people didn’t show for inpatient treatments (surgical and medical procedures), and 832 people missed day case treatments
• This wastes time and resources, impacts on waiting times for other patients, and costs the hospital up to £3½ million in lost revenue.

For further press/media information contact: PR & Communications Department, Box 53, Addenbrooke's Hospital, Cambridge University Hospitals NHS Foundation Trust, Hills Road, Cambridge CB2 2QQ; Tel: 01223 274 433; Fax: 01223 257 143; Minicom: 01223 274 604.