Diarybook in the HSE

Built alongside the HSE.
Trusted across it.

Diarybook has been operating inside the Irish Health Service Executive since 2008. What started as a preferred supplier for a single hospital group has grown — through use, not sales — into a platform managing appointments for over 2,500 HSE staff across Ireland.

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2,500+
HSE staff currently managing appointments through Diarybook
Since 2008
Continuous operation within HSE hospitals and primary care services
15+ years
Of iterating the platform around the real complexity of HSE clinical environments
The relationship

Grown through use, not procurement.

Diarybook wasn't designed for healthcare in the abstract and then sold to the HSE. It was shaped by years of working inside HSE clinical environments — adapting to the realities of multi-department services, shared resources, complex patient populations, and the administrative demands of a large public health system.

That history matters. A platform that has operated at HSE scale — across hospitals, primary care centres, and specialist services — for more than 15 years carries a different kind of credibility than one that hasn't. The edge cases have already been encountered. The integrations have already been built. The workflows are already understood.

Every HSE service that adopts Diarybook benefits from that accumulated knowledge — without having to be the organisation that funded it.

1998
DiaryBook Limited founded
Trading as Iflow, the company begins providing messaging and data processing services to the healthcare and education sectors in Ireland.
2006
Diarybook portal created
The platform is built specifically to manage appointments and send automated SMS reminders — the core capability that remains at the heart of the service today.
2008
Chosen as preferred HSE supplier
Cavan General Hospital selects Diarybook as the preferred supplier for appointment reminder SMS across the Cavan/Monaghan and Louth/Meath hospital groups — the beginning of the HSE relationship.
2011
Deep clinical integration
A collaborative development with Brú Chaoimhín, Cork Street reshapes the platform for multi-user, multi-department HSE clinic environments — establishing the architecture still in use today.
Now
Over 2,500 HSE staff
Diarybook manages appointments across HSE hospitals and primary care centres throughout Ireland, alongside private hospitals and practices in Ireland and the UK.
How it works in the HSE

Two modes. One platform. Whichever your service needs.

HSE services use Diarybook in two distinct ways, depending on whether they have existing patient management software. Both are in live use across the system.

Integration mode

Alongside your existing system

For hospitals running IPMS or other patient information management software, Diarybook connects directly — reading appointment data and sending reminders automatically, without any change to existing clinical workflows.

  • Reads appointment data from your existing system automatically
  • Sends SMS, email, voice, and letter reminders without manual input
  • Patient confirmations and cancellations captured and returned to your team
  • No disruption to clinical or administrative workflows
  • No IT installation required — secured browser-based access
  • Per-user and site-level reporting on DNA rates and reminder performance
Full portal mode

As a complete scheduling system

For services with no existing scheduling software, Diarybook provides a full appointment management portal — designed for the real complexity of HSE clinical environments, including multi-user access, departmental structure, and resource management.

  • Complete client and appointment management
  • Multi-user, multi-department access with configurable permissions
  • Prevents double-booking; manages rooms and shared resources
  • Waiting room capacity management
  • Time management — training days, annual leave, unavailable periods
  • Full patient correspondence and attendance history
  • Multi-channel reminders built in as standard

IPMS integration — already in use across HSE hospitals

The Diarybook Synchronisation Service (DBSS) provides direct integration with IPMS, the HSE's primary patient information management system. Appointment data flows automatically from IPMS into Diarybook's reminder engine — no duplicate data entry, no change to how clinical teams book appointments. The reminders happen in the background.

New — Diarybook add-on

Digital appointment letters for the HSE

HSEBOOK replaces posted appointment letters with digitally generated letters delivered by email from hsebook.ie — or made accessible to patients via a secure portal link. It's a paid add-on to existing Diarybook accounts, with no new software or infrastructure required.

Service one

Digital Letter Delivery

Generate PDF letters from templates, review, and deliver by email from a branded hsebook.ie address.

Service two

Patient Portal

Patients view details, download documents, and confirm appointments via a secure link at hsebook.ie.

€100k+

spent annually on posted letters at some hospitals. HSEBOOK costs a fraction of the saving.

Learn more about HSEBOOK →
For HSE teams

Getting your service set up.

HSE services can register directly through the Diarybook platform — no lengthy procurement process for standard accounts. Registration is handled through a dedicated HSE registration page, separate from the main platform sign-up.

For services using IPMS, setup involves configuring the Diarybook Synchronisation Service alongside your existing system. This is handled with Diarybook support — no IT resources or software installation are required on your side.

HSE accounts use message bundles rather than monthly variable invoicing — a subscription and a quantity of messages are raised on a single purchase order, reducing administrative overhead for both sides.

All accounts include free email and telephone support, and service enhancements at no additional charge.

1
Register your HSE account
Use the dedicated HSE registration page to set up your account. Separate from the standard sign-up — tailored to HSE procurement and billing requirements.
Go to HSE registration
2
Choose your subscription and message bundle
Select a subscription level for your user count, then a Light or Medium message bundle sized to your expected message volume. Bundles are cumulative, so an account can hold more than one. Full pricing is below.
View HSE pricing
3
Configure and go live
For IPMS users, Diarybook support will configure the synchronisation service. For portal users, setup takes minutes. No software installation. No IT department required.
Read the documentation
4
Questions first?
If you'd prefer to speak with someone before registering — about integration, procurement, or how other HSE services use the platform — get in touch directly.
Get in touch
HSE pricing

A subscription, a bundle, one purchase order.

HSE pricing has two components: a subscription priced on your user count, and a message bundle — a quantity of SMS parts and letter pages, not a period of time. Both are raised on one purchase order, which removes monthly variable invoicing and makes budget planning straightforward. All prices are per account and exclusive of V.A.T. @ 23%.

Subscription levels

Choose the level that matches your team size. Each level includes everything in the levels before it. There are no contact limits at any level.

Bronze
Up to 5 users
per year, ex. VAT
  • 20 free SMS reminders / month
  • SMS reminders
  • Email reminders
  • Appointment letters
  • Multiple locations
  • Calendar sync
  • Customer support
Silver
Up to 10 users
per year, ex. VAT
  • 50 free SMS reminders / month
  • Everything in Bronze
  • Voice call reminders
  • Advanced Reminder Messaging
  • Progress notes
Gold
Up to 50 users
per year, ex. VAT
  • 100 free SMS reminders / month
  • Everything in Silver
  • Client files and document sharing
  • Appointment type scheduling
  • Resource scheduling
  • Departments
  • Referrals
  • Integration with existing systems
Platinum
Up to 250 users
per year, ex. VAT
  • 250 free SMS reminders / month
  • Everything in Gold
  • Hosted sync service
  • Waiting room displays

Features by level

The minimum subscription level at which each feature becomes available. Every level includes everything listed for the levels before it.

Bronze and Silver

Customer supportBronze
SMS remindersBronze
Email remindersBronze
Appointment lettersBronze
Multiple locationsBronze
Calendar syncBronze
Voice call remindersSilver
Advanced Reminder MessagingSilver
Progress notesSilver

Gold and Platinum

Client files and document sharingGold
Appointment type schedulingGold
Resource schedulingGold
DepartmentsGold
ReferralsGold
Integration with existing systemsGold
Hosted sync servicePlatinum
Waiting room displaysPlatinum

Integration with existing systems covers the Diarybook Synchronisation Service running against your own infrastructure. Hosted sync service is the same integration run and maintained by Diarybook.

Message prices

Charged only on messages sent above your subscription's free monthly SMS allowance, unless the account holds a bundle.

Reminders

SMS reminder (per part)
Email reminderNo charge
Appointment letter (per page generated)

A single SMS reminder may be made up of more than one part, depending on its length.

Voice and replies

Voice reminder — landline (per call)
Voice reminder — mobile (per call)
Inbound SMS reply (per message)
Free allowance included. Every subscription level includes a monthly SMS reminder allowance — only messages sent beyond it are charged.

Message bundles

A bundle is a quantity of messages, not a period of time. It replaces variable monthly message charges with a single payment raised against one purchase order. One message is one SMS part or one letter page.

Light Bundle
1,000 messages
one payment, ex. VAT

Suited to smaller services and lower-volume clinics. Covers SMS message parts and letter pages sent as appointment reminders.

Messages sent within your free monthly SMS allowance are not drawn from the bundle.
Medium Bundle
5,000 messages
one payment, ex. VAT

For higher-volume departments and services. Covers SMS message parts and letter pages sent as appointment reminders.

Bundles are cumulative, not tiered — an account may hold two Light bundles, or a Medium and a Light, or any combination matching its volume.

A bundle ends when its messages have been used, or twelve months from the date of purchase, whichever comes first. Using a bundle before the year is out is normal and is not a breach — a further bundle is added and messaging continues without interruption. A bundle is held against a single account and cannot be transferred between accounts. Read the bundle fair usage policy →

Combined pricing

A year of subscription together with one bundle, per account.

Bronze
Light
ex. VAT
Medium
ex. VAT
Silver
Light
ex. VAT
Medium
ex. VAT
Gold
Light
ex. VAT
Medium
ex. VAT
Platinum
Light
ex. VAT
Medium
ex. VAT
Worked example

A service with 12 users takes a Gold subscription and adds one Medium bundle — €759.88 + V.A.T. @ 23% per year. Each account is priced separately, so a service can add accounts as it grows.

Additional services

Optional services that can be added to an existing account and raised on the same purchase order.

HSEBOOK — digital appointment letters

Per account, per year€1,200
Charged annually. There is no monthly rate. HSEBOOK is an add-on to an existing Diarybook account, and SMS delivery of appointment letters is charged at the standard SMS rate. Learn more about HSEBOOK

Secure file storage

First 5 GBIncluded free
Additional storage (per 500 GB)

Shown per year. Every account includes 5 GB of secure file storage as standard.

Self check-in screens

Screen licence (per screen)

Shown per year. Check-in screens let patients register their own arrival on site, reducing reception queues and giving clinical teams real-time waiting room visibility.

Bundle fair usage policy

How message bundles work.

HSE message bundles are designed to simplify billing — replacing variable monthly invoicing with a single payment against one purchase order. The fair usage policy sets out how bundles are intended to be used.

Appointment reminders only. Bundle usage is expected to relate to appointment reminders. Fair usage concerns the type of message sent, never the number — using the bundle for other message types may be considered a breach.
Using a bundle early is normal. A bundle ends when its messages have been used, or twelve months from the date of purchase, whichever comes first. Using it before the year is out is not a breach — a further bundle is added and messaging continues without interruption. Bundles are cumulative, not tiered.
No rollover. Unused messages expire twelve months after the date of purchase. They are not refundable, not transferable, and are not carried into a new bundle. A bundle is held against a single account and cannot be transferred between accounts.
No surprises. Exceeding the volume of a bundle is never misuse. Where an account sends messages outside the permitted types, Diarybook will always contact the account holder before suspending or terminating a service.

Questions about your bundle or fair usage policy? Contact support@diarybook.com or write to Customer Services, DiaryBook Limited, Ground Floor, 71 Lower Baggot Street, Dublin 2, D02 P593.

Looking at the NHS?

The same problem. A proven platform.

The challenges facing the NHS — missed appointments, waiting list pressure, administrative burden — are structurally identical to those Diarybook has been solving in the HSE for over 15 years. The scale is larger. The dynamics are the same.

Diarybook is actively expanding into NHS settings, bringing a platform that has been shaped by real public health system complexity — not retrofitted to it. If you're exploring options for an NHS trust or integrated care system, we'd welcome the conversation.

Talk to us about NHS deployment
8m
Missed NHS outpatient appointments in 2023–24
£1.2bn
Annual cost of missed appointments to the NHS
30%
DNA reduction achievable with optimised reminders
£165
Cost to the NHS of each missed appointment
Company
DiaryBook Limited
Registration
Registered in Ireland #296090
Trading names
Iflow, DiaryBook
Trading since
1998
Address
Ground Floor, 71 Lower Baggot Street, Dublin 2, D02 P593
Certification
ISO 9001:2015 · Paragon Assurance · #Q1032RI