Waiting lists. Patients' virtue

A trust which was failing to meet the national standards on outpatient performance in 2000 met the targets in 2001 by reviewing waiting lists and setting up a call centre to manage outpatient appointments. Non-attendance has been reduced from 16 per cent to 5 per cent. Staff were recruited from outside the trust for the call centre. Patients are given a choice of outpatient appointments over a four-week period. If they refuse they are discharged back to their GP. The appointment centre employs 13 staff and processes 62,000 outpatient appointments.