Overview

Rotherham NHS Foundation Trust has launched the Patient Initiated Follow-up (PIFU) feature through the NHS App, in collaboration with Netcall. This initiative went live on 10 December 2025 and is part of the NHS App’s mission to serve as the ‘digital front door’ to healthcare, enhancing patient access to services.

Key Features of PIFU

• Patients can request follow-up appointments as needed, rather than adhering to fixed schedules.
• This approach aims to streamline outpatient processes and minimize missed appointments.
• Patients can initiate appointments digitally, reducing the need for lengthy phone calls or paperwork.

Statements from Officials

Sally Atkinson, head of patient access at Rotherham NHS Foundation Trust, stated:

“Working with Netcall, we started by making it easier for patients to book appointments through the NHS App. Adding PIFU feels like the next natural step. It means patients don’t have to wait for us to call as they can reach out when they need care. That flexibility makes a huge difference for them as they can request appointments even when the booking lines are closed. It’s about giving people control and making the whole process simpler for everyone.”

Alignment with National Goals

The implementation of PIFU positions Rotherham NHS Foundation Trust ahead of national objectives. The NHS Elective Care Recovery Plan mandates that at least 5% of all outpatient appointments be on PIFU pathways by March 2029, with PIFU to be standard in all suitable pathways by 2026.

Collaboration with Netcall

John Clarke, head of client solutions at Netcall, remarked:

“This achievement reflects our close collaboration with NHS trusts across the country to integrate digital solutions via the NHS App. By embedding PIFU pathways into the NHS App, we’re helping trusts improve efficiency, reduce administrative burdens, and provide care that is more responsive to patient needs. Our work with Rotherham is just one example of how these partnerships are driving significant improvements.”

Future Developments

In addition to PIFU, Rotherham NHS Foundation Trust launched a diagnostic booking solution in April 2024, also developed with Netcall, aimed at enhancing patient access and engagement. Furthermore, a partnership with clinical analytics specialist C2-Ai was established in May 2025 to facilitate coordinated decision-making between the NHS and local government, addressing demand on NHS services and improving community interventions.