[Use Case] Hospices Civils de Lyon has now turned a corner in terms of its performance

01 November 01 November

Faced with an unprecedented deficit in 2008, Hospices Civils de Lyon, the second-largest teaching hospital in France, has adopted technological innovations as part of this vast project are intended to meet the professional needs of the centre and speed up its return to financial equilibrium.

15% of appointments missed – that’s €400,000 in lost income per annum for certain departments. This was the depressing fact that emerged from the measurement of ‘appointment performance’ initiated by HCL. An enormous but not irreversible loss, provided that an effective solution could be found.

Appointments for consultations and tests are entered in the appointment management software in place throughout the hospital. 72 hours before each appointment, patients are sent a reminder, by text message to their mobile phone or by voice message to a landline.
35,000 text messages are sent each month. Over time, the message has been refined, the rules for management supplemented and a whole range of ancillary tools developed to increase patient satisfaction and convenience for healthcare personnel.

Philippe Castets, IT Director, Hospices Civils de Lyon
When we asked the question about appointment management, the staff responsible for performance turned to IT and asked us to find a solution. The solution was found after a fortnight with the Orange and HCL R&D teams, and we introduced a text message reminder system. It was so simple – text messages already exist, it’s not a technological innovation –but it means more effective appointment management. In 2011, we didn’t have a single department with a missed appointment rate above 10%.
Philippe Castets, IT Director, Hospices Civils de Lyon


In 2011, not one of the departments had a rate of missed appointments above 10%.
The benefit for Hospices Civils de Lyon is estimated at several million euros.
And for patients on waiting lists, the reduced waiting time for a consultation is a huge positive.