Reducing Missed Appointments with Specialized Appointment Reminders

Author

Lindsay Sanders, Otterbein UniversityFollow

Date of Award

Spring 2021

Document Type

Project

Degree Name

Doctor of Nursing Practice (DNP)

Department

Nursing

Advisor

Jacqueline Haverkamp

First Committee Member

Rajinder Singh

Second Committee Member

Brandy Magnaterra

Keywords

Missed Appointments, Appointment Reminders, Outpatient Testing, Productivity

Subject Categories

Medicine and Health Sciences

Abstract

Specialized appointment reminders (SAR) via the neurodiagnostic team (NDT) reduce missed appointments (MA) for neurodiagnostic (ND) outpatient testing (OT) compared to other types of appointment reminders (AR) via the Central Scheduling department (CSD). MA have negative consequences for patients and the healthcare organization. MA interrupt the patient's continuum of care and contribute to negative outcomes in the patient's condition. MA negatively impact the healthcare organization by creating an imbalance of labor productivity due to the testing area appearing to be overstaffed. Other patients have limited access to care due to MA taking up a time slot on the schedule, which also creates lost revenue for the department and organization. MA contribute to decreased employee engagement due to physicians and staff becoming frustrated with patients not showing up for the appointment. The reasons for MA vary. Forgetfulness is a common reason.

The purpose of the project was to reduce MA at a hospital-based ND OT department by SAR. SAR were attempted to all patients scheduled for ND OT. The NDT attempted AR via phone call to provide a reminder of the appointment, establish a therapeutic relationship with the patient, and will have the ability to address any concerns, barriers, or issues that the patient may have about the appointment. Success of the project was determined by demonstrating the overall goal of reducing the percentage of MA in the ND OT department.

Licensing Permission

Copyright, all rights reserved. Fair Use

Recommended Citation

Sanders, Lindsay, "Reducing Missed Appointments with Specialized Appointment Reminders" (2021). Doctor of Nursing Practice Scholarly Projects. 55.
https://digitalcommons.otterbein.edu/stu_doc/55