Mary Daniel (left), Susan Varghese (center), and Ghouse Shaik (right) picturedhttps://openworks.mdanderson.org/aprn-week-22/1018/thumbnail.jp

Daniel, Mary, DNP, APRN

Shaik, Ghouse, APRN

Varghese, Susan, PhD, APRN, FNP-C

English

OpenWorks @ MD Anderson

Impact of Telephone Reminders Prior to Appointments to Reduce the Number of “No-Show” RatesNovember 11, 2022 Copyright 2020 MD Anderson Cancer Center All rights reserved.Mary Daniel, DNP, APRN, OCN, FNP-C,  Ghouse B Shaik, MSN, NP-C, Susan Varghese, PhD, MSN, ANP-CBackgroundPatient no-shows for scheduled primary care appointments are common. No-shows of patients to their scheduled appointments have a significant impact on healthcare systems, including lower clinical efficiency, unused appointment slots, reduce patient quality of care, and loss of revenue. Various factors influence no-show rates, such as gender, age, service quality, number of preceding appointments, lack of information about the reason for the appointment and prolonged wait times. No-show rates were reported from 12% to 80% in various healthcare settings. An estimated 67,000 no-shows can cost healthcare system approximately $7 million dollars. Reduction in no-show rates reported from 20.99% to 7.07% with the use of telephone reminders.AimPrimary aimExplore the feasibility of a reminder telephone call prior to a scheduled appointment.Secondary aim▪ Examine the number of “no-show” rates for appointments pre and post reminder calls.▪ Impact of reminder telephone calls in reducing “no-show” rates.▪ Revenue saved with reduction in “no-show” rates.Method513 patients scheduled for a benign hematology consult from March to May 2022 received a telephone call prior to their scheduled appointments as a reminder and to provide the rationale for the consult. A retrospective chart review was also done to assess the number of no-shows in the benign hematology clinic from March to May 2021, to examine the difference in no-show rates pre and post telephone reminder calls.Conclusion▪ Telephone reminders prior to scheduled appointments are feasible.▪ Positive impact of telephone reminders on decreasing “no show” rates.▪ Decrease in “no show” rates equates to decrease in loss of revenue.Results48251347200 100 200 300 400 500 60020212022No-Shows Scheduled$13,771.00 $5,860.00 Lost Revenue due to noshows $-  $5,000.00  $10,000.00  $15,000.002022 (No Shows- March -May) 2021 (No Shows- March- May)

Impact of Telephone Reminders Prior to Appointments to Reduce the Number of “No-Show” Rates​ ​ ​

https://openworks.mdanderson.org/cgi/viewcontent.cgi?article=1018&context=aprn-week-22

Impact of Telephone Reminders Prior to Appointments to Reduce the Number of “No-Show” Rates

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Impact of Telephone Reminders Prior to Appointments to Reduce the Number of “No-Show” Rates​ ​ ​

Abstract

Similar works

Full text

Available Versions

OpenWorks @ MD Anderson

Impact of Telephone Reminders Prior to Appointments to Reduce the Number of “No-Show” Rates