Patient no-shows are a problematic occurrence across the country, compromising quality cost-effective healthcare. A community health clinic began a practice improvement project, with their reception staff, aimed at reducing the new patient no-show rate. The project was to mail patient pamphlets with appointment reminders and a $5 gift card incentive voucher prior to appointments. The number of new patients increased by almost 200% during the 8 week data collection period. The new patient no-show rate did not decrease with the mailing of the pamphlet. However, the reception staff were able to problem solve and improve the implementation process during a mid-project check-in meeting. Clinic receptionists were able to implement practice improvements when given adequate support and control over improving the process
