Overview

Working in partnership with East Kent Hospitals University NHS Trust, HBSUK delivered a targeted patient validation programme across Cardiology, Colorectal and Respiratory outpatient waiting lists.

Through direct patient engagement, we confirmed current care requirements, identified patients who no longer required an appointment and progressed patients requiring ongoing care to the appropriate next stage of their pathway.

HBSUK Impact

The challenge

Although validation activity had already been undertaken, the Trust recognised there was further opportunity to improve waiting list accuracy and gain greater visibility of patients’ current care requirements. Limited internal capacity for large-scale patient engagement created a need for additional resource to contact patients directly, identify appropriate next steps and support more effective pathway management.

Project scope

The programme focused on three outpatient specialities:

  • Cardiology

    650 patients

  • Colorectal

    223 patients

  • Respiratory

    439 patients

The approach

Our patient care team engaged directly with patients to establish whether they still required care and identify the most appropriate outcome.

Impact

The programme delivered benefits beyond waiting list validation alone:

  • Direct patient engagement to confirm current care requirements
  • Validation of outpatient waiting list records
  • Identification of patients suitable for discharge
  • Booking patients directly into available clinics
  • Identification of patients requiring trust-led follow-up booking
  • Additional operational support where internal administrative capacity was constraine

Through meaningful patient conversations, the programmed provided a more accurate picture of
current patient need and supported improved waiting list management.

 

1,312 patients were validated over 10 days.

Alison Mitchell-Hall, Managing Director, East Kent Hospitals University NHS Trust

“The validation programme delivered significant benefits for the Trust, improving waiting list accuracy and providing greater visibility of patient need. Through proactive patient engagement, the project identified patients who no longer required appointments while supporting the timely progression of those requiring ongoing care. Throughout the programme, HBSUK demonstrated excellent stakeholder engagement, maintaining clear communication with operational and clinical teams, and providing responsive, professional operational support. Their collaborative approach, flexibility, and focus on delivery were instrumental in achieving the programme’s objectives and strengthening our pathway management processes.”

Key takeaway

This project demonstrated the value of meaningful patient engagement in improving waiting list accuracy and pathway management. By validating 1,312 patients across Cardiology, Colorectal and Respiratory pathways, HBSUK helped the Trust gain greater visibility of patient need, identify patients who no longer required care and progress patients awaiting treatment more efficiently.

The programme established a clear outcome for over 70% of patients contacted, providing actionable insight to support operational planning and more effective use of clinical capacity.