Choosing and booking – and attending? Impact of an electronic booking system on outpatient referrals and non-attendances

Research output: Working paperDiscussion paper


An electronic booking system (Choose and Book – C&B) for general practices making hospital outpatient appointments was introduced in England in 2005 and by 2009 accounted for 50% of appointments. It was intended, inter alia, to reduce the rate of non-attendance at outpatient appointments (7.1% in 2004). We test whether it did so using a 2004-2009 panel with 7900 English general practices. We estimate that the use of C&B was associated with a reduction in non-attendances of 85,600 (15.8%) and a reduction in referrals of 358,000 (3%) in 2009.
Original languageEnglish
Place of PublicationYork, UK
PublisherCentre for Health Economics, University of York
Number of pages51
Publication statusPublished - Oct 2015

Publication series

NameCHE Research Paper
PublisherCentre for Health Economics, University of York


  • referrals
  • gatekeeping
  • general practice
  • outpatients
  • non-attendance

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