Impact of an Open Access Scheduling System on No-Show Rates in an Urban Federally Qualified Health Center

Abstract

D.N.P.No-show medical appointments lead to health disparities and threaten the financial survival of Federally Qualified Health Centers (FQHCs). Open access scheduling eliminates long lead times, a common reason for no-show visits. Preventive health screenings and chronic disease management were drastically reduced during the COVID-19 pandemic, requiring innovative methods to increase access to care. The purpose of this quality improvement (QI) project was to measure the impact of an open access scheduling system on no-show rates in an urban FQHC. A pre-post observational design compared two days per week of no-show data for a span of 10 weeks between two family medicine physicians’ schedules. No-show data from the pre-intervention group (N = 175) was collected from October 17, 2022–December 20, 2022 and compared to no-show data from the open access post-intervention group (N = 82) collected from October 16, 2023–December 19, 2023. No-show rates were significantly lower in the open access post-intervention group (3.5%) compared to the traditional pre-intervention group (36%),