It selected Optecon after an internal review of outpatient services found that one in eight outpatients had failed to turn up for an appointment. The communications specialist worked with Airedale on the design of the letter to outpatients, the appointments process, letter content and how it should be sent.

Data is transferred electronically to Optecon's Leicester site, where a personalised letter is produced detailing names and contact numbers for each clinic.

The content is printed at Optecon, with some 9,000 different variations being produced. The trust is also in the top 30 for the shortest waiting times, according to the Sunday Times Good Hospital Guide.

"Communication with patients is critical and this system has enabled us to use our resources far more effectively," said Airedale NHS director of training and organisational development Alan Kolin.

Story by Andy Scott