Primary Care Patient Waiting List Reduction Challenge

The Challenge

One regional physiotherapy service was carrying a waitlist of 5,300 + patients who had already spent more than a year in the queue; almost two-thirds had waited two to five years.

Long delays eroded patient confidence, clinicians felt they were “fighting a list, not treating people,” and DNA (Did-Not-Attend) rates were soaking up precious appointment time.

Our Human-Centric Approach

Listen first, then simplify. VISION began with conversations. We noted that while processes were in place they were outdated and teams had workarounds created. We interviewed clinicians, administrative teams, managers and spoke to some patients before touching a spreadsheet. What we heard shaped four fast moves:

1. One shared picture of need
   We merged every referral source into a single live list, tagged by clinical priority and local network. Clinicians could finally “see the person behind the number.”
2. Respectful validation calls
   A small outreach team phoned each long waiter to confirm they still needed care and, where possible, booked sessions during the same call. Patients called it “the first day someone really listened.”
3. Time that works for people
   Evening community clinics and short-term partnerships with local private practices absorbed validated demand, while reminder calls and flexible re-booking cut DNAs to 4 %.
4. Listened to people’s concerns
   We identified ways we could support patient challenges. For example, in some cases, patients could not attend due to lack of transport, the VISION team compiled bus routes, train timetables, walking routes (where appropriate) and together worked with patient to enable attendance.

Throughout, a real-time dashboard kept therapists and managers aligned, turning daily progress into shared momentum.

The Results

• 62 % reduction in the over-52-week wait-list within nine months.
• 3,303 patients moved off the backlog
• DNA rate cut to 4%, releasing hundreds of additional appointments and driving meaningful cost savings.
• Staff report clearer visibility, lighter administrative load, and most importantly more time in front of patients.

From Backlog to Breakthrough

By putting human connection ahead of process and then streamlining the process to honour that connection VISION turned a two-year wait into timely, person-centred care.

If you would like to learn more about how VISION’s human-first approach can cut waitlists or support your healthcare team, get in touch.
Email etreacy@vision.com
Edwina Treacy, Programme Manager, VISION Healthcare