Abstract Details

Title Does Non-automated Phone Call Notification Improve No-Show Rates in Neurology Resident Clinic?

Topic Practice, Policy, and Ethics

Presentation(s) P5 - Poster Session 5 (5:30 PM-6:30 PM)

Poster/Presentation
Number 4-058

Objective To determine if calling patients 24-96 hours prior to their regularly scheduled appointment will reduce no-show rates.

Background

Long lead times for new appointments is a universal problem for the outpatient clinics. Anecdotally, there are frequent 'no-shows' to the Neurology Resident Clinic at Henry Ford Hospital. This prevents patients who are on an extended wait list from being seen in an expedited manner.

Automated reminders may not be targeting enough of the patient population, thus a non-automated phone call may reduce no-show rates.

Design/Methods Patients 18 years and older, and those that have an appointment scheduled in the Neurology Resident Clinic between October to December 2016 were included. Patients were called 24-96 hours prior to their scheduled appointment and given a reminder of their appointment. Clinic show rates were tracked, and percentage of potential clinic slots that were filled was calculated to measure the outcome of the intervention.

Results Information on appointment status was available for 998 patients prior to the reminder call intervention and 406 patients after the intervention. There was a trend toward a lower no show rate when comparing the two groups (19% vs 23%, p0.075). However, there was a significant improvement in the rate of patients showing up for their appointments (70% vs 54%, p<0.001) which appears to be related to a reduction in the number of cancelled/rescheduled appointments (11% vs 23%, p<0.001).

Conclusions

Our intervention using non-automated reminder calls did not improve the no-show rate; However, it did increase the show rate by effect of decreased cancelled and rescheduled appointments. It may be an effective measure to institute a non-automated reminder policy to increase show rate, and eventually decrease lead time for new patients.

Authors/Disclosures
Abdullah Alshammaa, MD PRESENTER	Dr. Alshammaa has nothing to disclose.
Kavit Shah, MD (Aurora St. Luke's Medical Center)	Dr. Shah has nothing to disclose.
Sarah Madani, MD (Atrius Health)	No disclosure on file
Muhammad Affan, MD (University of Minnesota)	Dr. Affan has nothing to disclose.
Salman Zahoor, MBBS (UNIVERSITY OF ARKANSAS FOR MEDICAL SCIENCES)	Dr. Zahoor has nothing to disclose.
Nour Baki, MD (IHA Neurology)	No disclosure on file
Asad M. Yousuf, MD (Henry Ford Health System)	No disclosure on file
Lonni Schultz, PhD (Henry Ford Hospital)	Dr. Schultz has nothing to disclose.
Iram Zaman, DO, FAAN (Henry Ford Hospital)	Dr. Zaman has nothing to disclose.
Tobias Walbert, MD, PhD, FAAN (Henry Ford Hospital Detroit)	Dr. Walbert has received personal compensation in the range of $5,000-$9,999 for serving on a Scientific Advisory or Data Safety Monitoring board for Alexion. Dr. Walbert has received personal compensation in the range of $500-$4,999 for serving on a Scientific Advisory or Data Safety Monitoring board for Orbus Therapeutics. Dr. Walbert has received personal compensation in the range of $5,000-$9,999 for serving on a Scientific Advisory or Data Safety Monitoring board for Springworks Therapeutics . Dr. Walbert has received personal compensation in the range of $5,000-$9,999 for serving on a Speakers Bureau for Springworks Therapeutics . Dr. Walbert has received personal compensation in the range of $5,000-$9,999 for serving on a Speakers Bureau for Alexion .

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