In a move designed to cut the cost of patient DNAs (Did Not Attends) appointments, NHS Trusts across the country are beginning to embrace a two-way SMS text messaging service called MARS (Managed Appointment Reminder Service), that securely reminds patients of their hospital out-patient appointments and allows them to reply with a confirmation, or to advise that they wont be attending.
University Hospital Birmingham NHS Foundation Trust, and Hull and East Yorkshire NHS Trust are two of the NHS Trusts using the service to cut financial losses from missed appointments. Additionally, a consortium of NHS Trusts in the Midlands has  also begun deploying the service this month.
A missed out-patient appointment costs each Trust 100, bringing the total wasted across the NHS to more than 500 million each year. In London, where the problem is worst, the loss is more than 134 million. NHS Scotland loses more than 30 million each year through DNAs. As each NHS Trust has a patient treatment quota to meet, any shortfall means that forward budgets will be cut. DNAs also lead to other patients having to wait longer than necessary for treatment.
The MARS two-way messaging service is secure and simple to use and a step up from one-way systems. The service sends a text message reminder to the patients mobile  ahead of an appointment. On receipt, patients are able to note the reminder and can reply back with a Yes or No response. A returned No response enables hospital Administrators to arrange an alternative appointment if required. They also have the opportunity to reduce waiting lists by filling cancelled treatment slots and help the Government hit its 18-week patient treatment targets.
MARS has been developed by communication company Island Communications in conjunction with the NHS, and is delivered to NHS organisations via Cable & Wireless Catalist Specialist Solutions framework contract, which avoids organisations having to tender for the service. The service uses the secure SMS messaging services of text aggregator Mediaburst to deliver appointment reminders to patients.
Cable & Wireless also provides Trusts with Island Communications opt-in tool to help collect patient names and mobile numbers. The data is transmitted through a secure online system to hospital Administrators who then update the hospital or trust PAS (Patient Administration System).