The Effectiveness of Outpatient Appointment Reminder Systems in Reducing No-Show Rates
The Effectiveness of Outpatient Appointment Reminder Systems in Reducing No-Show Rates
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DOI：
10.1016/j.amjmed.2009.11.022
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发表时间：
2010-06-01
影响因子：
5.9
通讯作者：
Kostis, John B.
中科院分区：
文献类型：
--
作者：
Parikh, Amay;Gupta, Kunal;Kostis, John B.
背景：不遵守医生预约（缺席）的患者对医疗保健提供者来说是重大损失。对于患者来说，成本包括他们的不满和护理质量的下降。自动电话预约提醒系统可以降低缺席率。了解错过预约的患者的特征将有助于制定干预措施，以降低缺席率。 方法：在学术门诊实践中，我们研究了接受诊所工作人员提醒 (STAFF)、自动预约提醒 (AUTO) 和无提醒 (NONE) 的患者的患者接受度和缺席率。计划于 2007 年春季预约的患者被随机分配到 3 组中的一组：工作组 (n = 3266)、自动组 (n = 3219) 或无组 (n = 3350)。 STAFF组患者提前3天接到前台人员的电话。 AUTO 组的患者会提前 3 天通过自动化、标准化的消息提醒其预约。为了评估患者对 STAFF 和 AUTO 的满意度，我们对到达诊所的患者进行了调查 (n = 10,546)。 结果：STAFF、AUTO 和 NONE 组患者的缺席率分别为 13.6%、17.3% 和 23.1%（两两比较，所有比较的方差分析 P < .01）。 AUTO 和 STAFF 组的取消率显着高于 NONE 组 (P < .004)。预约提醒群体、年龄、就诊类型、等待时间、部门专业和保险类型是缺席率的重要预测因素。患者发现预约提醒很有帮助，但他们无法准确记住自己是否收到了诊所工作人员提醒或自动预约提醒。结论：与自动预约提醒系统相比，诊所工作人员提醒在降低缺席率方面明显更有效。 (C) 2010 Elsevier Inc. 保留所有权利。 。美国医学杂志 (2010) 123, 542-548
BACKGROUND: Patients who do not keep physician appointments (no-shows) represent a significant loss to healthcare providers. For patients, the cost includes their dissatisfaction and reduced quality of care. An automated telephone appointment reminder system may decrease the no-show rate. Understanding characteristics of patients who miss their appointments will aid in the formulation of interventions to reduce no-show rates.METHODS: In an academic outpatient practice, we studied patient acceptance and no-show rates among patients receiving a clinic staff reminder (STAFF), an automated appointment reminder (AUTO), and no reminder (NONE). Patients scheduled for appointments in the spring of 2007 were assigned randomly to 1 of 3 groups: STAFF (n = 3266), AUTO (n = 3219), or NONE (n = 3350). Patients in the STAFF group were called 3 days in advance by front desk personnel. Patients in the AUTO group were reminded of their appointments 3 days in advance by an automated, standardized message. To evaluate patient satisfaction with the STAFF and AUTO, we surveyed patients who arrived at the clinic (n = 10,546).RESULTS: The no-show rates for patients in the STAFF, AUTO, and NONE groups were 13.6%, 17.3%, and 23.1%, respectively (pairwise, P < .01 by analysis of variance for all comparisons). Cancellation rates in the AUTO and STAFF groups were significantly higher than in the NONE group (P < .004). Appointment reminder group, age, visit type, wait time, division specialty, and insurance type were significant predictors of no-show rates. Patients found appointment reminders helpful, but they could not accurately remember whether they received a clinic staff reminder or an automated appointment reminder.CONCLUSIONS: A clinic staff reminder was significantly more effective in lowering the no-show rate compared with an automated appointment reminder system. (C) 2010 Elsevier Inc. All rights reserved. . The American Journal of Medicine (2010) 123, 542-548