Volunteers save hundreds of hospital appointments by helping patients avoid missed scans

A partnership between Helpforce and Norfolk and Norwich University Hospitals NHS Foundation Trust has saved hundreds of valuable hospital appointments, with volunteers helping patients overcome the practical barriers that can otherwise lead to missed scans.

A pioneering service at Norfolk and Norwich University Hospitals NHS Foundation Trust (NNUH) has seen trained volunteers attempt to contact more than 17,500 patients before their imaging appointments, helping them prepare for their visit, answering questions and resolving issues that might otherwise have prevented them attending. 

The result has been fewer wasted appointments, better use of diagnostic capacity for other patients and thousands of pounds in avoided NHS costs. 

An evaluation by Helpforce found the volunteer reminder calls were associated with statistically significant reductions in missed appointments for both bone density (DEXA) and ultrasound scans. 

For bone density scans, non-attendance fell by 28%, while missed ultrasound appointments reduced by 20%. The improvements are estimated to have generated around £30,000 in cost avoidance for the Trust through better use of existing appointment capacity.  

But the benefits extend well beyond the numbers. 

Many patients used the calls to raise concerns they may otherwise have kept to themselves. Volunteers helped people who were anxious about attending, clarified medication and preparation instructions, signposted transport and other support services, and identified patients who no longer needed their appointment, allowing those valuable slots to be offered to someone else waiting for care. 

Since the service launched, five volunteers have: 

• Attempted to contact more than 17,500 patients  

• Spoken directly with over 9,200 people  

• Identified 130 patients who no longer required their appointment  

• Helped hundreds more rearrange appointments or overcome barriers that could have resulted in a missed scan.  

Amerjit Chohan, Chief Executive of Helpforce, said: 

"Every missed appointment represents a lost opportunity - not only for the patient concerned but also for someone else waiting for diagnosis. 

“This programme demonstrates how volunteers can make a measurable contribution to NHS performance while providing a more personal experience for patients. We are proud to have worked alongside the Trust and our partners to adapt, implement and evaluate this valuable programme, ensuring its impact is robustly measured and clearly demonstrated.  NNUH has created an approach that NHS trusts across the country would do well to learn from. 

“Our evaluation of the scheme highlights the extraordinary difference volunteers can make when they're integrated into frontline healthcare services. Their kindness and commitment have helped thousands of patients feel informed and supported, while also helping clinical teams reduce waste and improve access to care." 

The service has also strengthened the Trust’s own approach to supporting patients before they arrive, giving clinical teams a clearer understanding of the barriers people face and how small, timely interventions can help keep care on track. 

Seshni Mohammed, Radiology Service Manager at Norfolk and Norwich University Hospitals NHS Foundation Trust, said:  

“The volunteer reminder calls have become an invaluable part of how we support patients attending their imaging appointments. 

"These conversations are about far more than simply reminding someone of a date and time. They help us understand the practical issues people face, provide reassurance where it's needed and ensure valuable appointments aren't lost unnecessarily. 

"The service is now embedded within our Radiology team because we've seen first-hand how it improves the patient experience while helping us make the best possible use of our clinical capacity." 

This service was delivered in partnership with Norfolk and Waveney Integrated Care Board, national volunteering charity Helpforce, the Queen Elizabeth Hospital King's Lynn NHS Foundation Trust, and James Paget University Hospitals NHS Foundation Trust.