Pilot Outcomes and Sustainability

Staff and managers who could fit calls efficiently into existing workflows tended to value the intervention. In Phase 1, only three of nine services showed statistically significant DNA reductions, and all had other interventions running. Despite mixed results, the Trust paid for continued access to the predictive algorithm and made post-pilot adaptations. The intervention stopped when staffing was reduced through sickness, leave, or delegation to unwilling staff. Across services, the intervention was often treated as optional rather than core work.