Rotherham NHS Foundation Trust leads the way with first PIFU deployment via NHS app

Rotherham NHS Foundation Trust has become the first NHS Trust in England to enable Patient Initiated Follow-Up (PIFU) through the NHS App, marking a major milestone in digital healthcare innovation.

This development aligns with the NHS App’s core purpose: To act as the digital front door to the health service, giving patients easier, faster access to care. By integrating PIFU functionality, the app helps streamline outpatient pathways reduce missed appointments and empower patients to manage their healthcare as conveniently as online banking or ordering a takeaway.

Why is this important?

PIFU allows patients to request follow-up appointments when they need them, rather than being locked into routine schedules. This approach reduces unnecessary visits, frees up clinical capacity and ensures timely care for those who need it most. By integrating PIFU into the NHS App, Rotherham is making this process even simpler – patients can now trigger their own appointments digitally, eliminating the need for lengthy phone calls or paperwork.

The benefits are clear:

• Improved patient autonomy – Patients decide when they need care.
• Reduced waiting times and backlogs – Digital PIFU helps cut unnecessary appointments and optimises resources.
• Cost savings for the NHS – Digital appointment management could save the NHS over £167 million annually.

John Clarke, Head of Client Solutions, Health at Netcall commented: “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 unlock efficiencies, reduce administrative burden, and deliver care that’s more responsive to patient needs. Our work with Rotherham is just one example of how these partnerships are driving transformation at scale.”

This move positions Rotherham ahead of national targets. The NHS Elective Care Recovery Plan requires at least 5% of all outpatient appointments to be on PIFU pathways by March 2029, with PIFU offered as standard in all appropriate pathways by 2026. Rotherham’s early adoption sets a blueprint for other trusts to follow.

Sally Atkinson, Head of Patient Access, at Rotherham NHS Foundation Trust commented: “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.“