From August we will send appointment reminder emails to help patients and carers stay informed and reduce the likelihood of missed appointments.
PKB will automatically send appointment reminders for eligible appointments unless the organisation that created the appointment has specifically chosen to disable them. Patients and their carers will receive email reminders 7 days and 2 days before their scheduled appointment, giving them plenty of time to prepare.
Each reminder will include a direct link to the appointment details in the patient’s record, making it quick and easy to check the appointment information after login. PKB will send reminders to both registered and unregistered patients with an email address in the record. For unregistered patients, the reminder email will also include instructions on how to register so they can access their appointment details online.
Rolling out across all environments
Appointment reminder emails will be rolled out across all environments by August. By default, reminders will be enabled for all organisations. They will only be disabled where the organisation that created the appointment has specifically requested that reminders are not sent.
Helping healthcare organisations reduce missed appointments
Appointment reminders don’t just benefit patients—they also help healthcare organisations make better use of valuable clinical resources. Missed appointments (often referred to as “no-shows” or “Did Not Attends”) can result in unused clinic time, longer waiting lists, and additional administrative effort to rebook patients.
Automated reminders also reduce the need for manual reminder calls or emails, saving staff time while ensuring patients receive timely and consistent communications.
Looking ahead
Later this year, we’ll begin work on extending appointment reminders beyond email by supporting notifications through the NHS App and SMS, giving organisations additional ways to help patients stay informed and reducing the likelihood of missed appointments.