Overview 

Facing one of the longest diabetic eye screening delays in the country – with patients waiting up to 22 months for essential follow-up – United Hospitals Dorset partnered with NEC Software Solutions to design and deliver a recall and validation programme that transformed patient safety and service performance. By cleaning and segmenting hospital waiting lists, rerouting low-risk patients into community care, and strengthening collaboration between hospital and screening teams, the initiative reduced waiting times to just 12-13 weeks, freed up 194 clinical slots, and safeguarded early intervention for thousands of people at risk of sight loss. 

The Challenge 

Diabetic retinopathy is one of the leading causes of preventable sight loss – and critically, the disease progresses silently, meaning only timely screening and follow-up can prevent serious deterioration. But at UHD, systemic pressures had created a significant backlog: 

• Follow-up patients were being booked last, despite needing the closest monitoring 

• Covid-19 disruptions, staff shortages and limited clinic capacity exacerbated delays 

• UHD’s HES referral sites were among the lowest ranked nationally for compliance with standards 12.1 and 12.2 

• Patients were routinely waiting far beyond safe clinical timeframes for hospital review 

These delays put patients’ sight at real risk. The Trust needed an urgent, sustainable solution that could be delivered with minimal new resources – one that would both protect patients and restore system performance. 

Objectives 

UHD and NEC aimed to reduce long waits, prioritise high-risk patients, free hospital capacity by returning low-risk cases to community screening, improve waiting-list accuracy, and strengthen collaboration across HES, DESP and failsafe teams. The goal was not just recovery, but a sustainable model for long-term improvement. 

The Solution 

1. End-to-end waiting list audit and validation: NEC’s Failsafe Team and DESP clinicians reviewed every HES patient and assigned them to one of three pathways – Routine Digital Screening, Digital Surveillance or Slit Lamp Biomicroscopy – ensuring each patient received the right level of care.

2. Direct, proactive patient engagement: NEC contacted all patients by phone and followed up with clear communication and closed-appointment letters, reducing DNAs and improving understanding of the process.

3. Clear governance and aligned processes: A new Memorandum of Understanding (MoU) set out referral routes, timelines and responsibilities, supported by regular joint review meetings to drive consistency and accountability.
   
4. Scalable model rolled out across Dorset: Following success at UHD, the same approach was adopted at Dorset County Hospital and Epsom & St Helier, using standardised tools to replicate the model quickly and cost-effectively. 

Impact 

• 73% reduction in HES waiting lists 

• 77% of UHD patients and 86% of DCH patients safely retained in community DESP pathways 

• Waiting times cut from 22 months to 12-13 weeks 

• 194 hospital slots released, equivalent to 96 clinic hours or three full weeks 

• Improved collaboration between hospital teams and DESP 

• Reduced admin time spent changing follow-up information 

• Earlier diagnosis and timely intervention, reducing risk of sight loss 

Conclusion 

The Hospital Eye Service Recall Initiative is a powerful example of NHS-industry collaboration delivering real, measurable improvements in patient care. UHD and NEC Software Solutions have not only fixed a backlog – they have built a resilient, replicable system that protects sight, improves access and strengthens clinical capacity. This is community care at its most impactful: timely, equitable, and delivered by collaboration. 

Find out more

To learn more about our Screening Services, visit necsws.com/health or email health@necsws.com.