“Prior to undertaking cancer screening quality improvement, our reminders were via letter, and our recalls were via phone call. This approach was both costly and time consuming – people often won’t answer their phone during work hours so staff had to make multiple calls to finalise a recall. For recalls, we are finding we are receiving a response to the initial SMS within hours, in most cases. Most people appear to check for messages at breaks. This has significantly reduced the time spent on the telephone by receptionists.
"For reminders, I have reduced the number of monthly reminder letters from approximately 100 down to 30. The remainder are going by SMS. This has made significant time and [cost] savings.” 9
-- Vicki Coombes, Practice Manager, Star Street Medical, Macksville NSW
- Learn more about how Vicki introduced changes to Star Street’s recall and reminder system