DNP Project: Improving No-Show Rates in Primary Care

Abstract This paper explores the factors that contribute to no-show rates in the primary care setting and effective interventions to improve no-show rates. The average no-show rate in the primary care setting is 23%, (Dantas, Fleck, Olivaria, & Humacher 2018). In 2018, the no-show rate at the WeCare Clinic was 50-60%. A literature review was conducted to gather information regarding why patients choose to no-show their appointments, the common causes of high no-show rates, and effective interventions found to decrease no-show rates. We investigated the primary causes of a high no-show rate at the WeCare Clinic by interviewing staff and analyzing contributing factors at the site. We began implementing effective interventions based on our research including transportation resources, consistent front desk staff, and a reliable reminder system. The no-show rate decreased from 38.9 % in January 2019 to 30% in December of 2019. These sustainable and effective interventions have reduced WeCare’s no-show rate below that of the national average in the primary care setting