Digital Innovation delivers 43% drop in Dermatology long-waiters at NHS trust

IMPACT

The program supported 1,440 patients and was mobilised within four weeks, delivering fast and efficient dermatology assessments. It significantly alleviated pressure on existing capacity and streamlined treatment pathways. The project was successfully completed in just two months.

* Of this percentage, 10% no longer needed an appointment, and 18.3% were discharged due to non-response in line with Trust policy

^†All were diagnosed with Basal Cell Carcinomas and are now receiving timely treatment. Early detection prevented disease progression, highlighting the clinical value and accuracy of the assessments

BACKGROUND

Epsom and St Helier University Hospitals NHS Trust provides care for a population of over 490,000 people across south west London and north east Surrey. In March 2025, the Trust partnered with HBSUK to implement our digital outpatient platform, with the goal of reducing long wait times for patients on routine dermatology pathways.

AIMS

The Trust wanted to reduce dermatology waiting times and support clinicians in improving the patient pathway, with a key focus on patients waiting for over 52 weeks. The Trust also wanted to improve patient satisfaction.

The HBSUK team were highly collaborative and responsive, leading to significant improvements in both patient care and service efficiency. Within just two months, the project remotely assessed over 1,400 patients, discharged more than 600, and significantly reduced the need for face-to-face appointments. Patient feedback was overwhelmingly positive. The use of [HBSUK’s Digital Outpatient Platform] to assess long-wait dermatology patients helped free up capacity for those requiring in-person care - delivering excellent outcomes for our Trust and, most importantly, for our patients.

Sally Martin, Interim General Manager, Gynaecology and Medicine

PATIENT FEEDBACK

“I found it very useful to be able to document my condition initially in this way, allowing me time to think and put it down clearly. So often when you leave a medical appointment and then remember something you wanted to say! I would think this initiative could be very helpful in sifting through the huge referrals, prioritising people, and getting things moving quicker for everyone.”

“Quick reply and referral plus information on condition, very good service thanks.”

“I was very impressed by the speed of the service. The employees that phoned to follow up on me completing the questionnaire were incredibly helpful and polite and made the process much better.”

“What an easier way to be reviewed instead of waiting and attending an appointment. Very quick service.”

“So much easier than waiting several months for an initial appointment.”

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