Reducing Patient No-Shows: An Initiative at an Integrated Care Teaching Health Center
Patient no-shows impede the effectiveness and efficiency of health care services delivery. To evaluate a 2-phase intervention to reduce no-show rates at an integrated care community health center that incorporates a teaching program for osteopathic family medicine residents. The Elmont Teaching Heal...
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| Veröffentlicht in: | Journal of Osteopathic Medicine (Online) 2018-02, Vol.118 (2), p.77-84 |
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| creator | Mehra, Ashwin Hoogendoorn, Claire J. Haggerty, Greg Engelthaler, Jessica Gooden, Stephen Joseph, Michelle Carroll, Shannon Guiney, Peter A. |
| description | Patient no-shows impede the effectiveness and efficiency of health care services delivery.
To evaluate a 2-phase intervention to reduce no-show rates at an integrated care community health center that incorporates a teaching program for osteopathic family medicine residents.
The Elmont Teaching Health Center (ETHC) is 1 of 5 community-based health centers comprising the Long Island Federally Qualified Health Centers. In August 2015, the ETHC implemented a centerwide No-Show Rates Reduction Initiative divided into an assessment phase and implementation phase. The assessment phase identified reasons most frequently cited by patients for no-shows at the ETHC. The implementation phase, initiated in mid-September, addressed these reasons by focusing on reminder call verification, patient education, personal responses to patient calls, institutional awareness, and integration with multiple departments. To assess the initiative, monthly no-show rates were compared by quarter for 2015 and against rates for the previous year.
We recorded 27,826 appointments with 6147 no-shows in 2014 and 31,696 appointments with 5690 no-shows in 2015. No-show rates in the first 3 quarters of 2015 (range, 18.2%-20.0%) were slightly lower than the rates in 2014 (20.1%-23.4%) and then changed by an increasingly wide margin in the last quarter of 2015 (15.3%), leading to a significant year (2014, 2015) by quarter (Q1, Q2, Q3, Q4) interaction (P=.004). Also, the change observed in Q4 in 2015 differed significantly from Q1 (P=.017), Q2 (P=.004), and Q3 (P=.027) in 2015, while Q1, Q2, and Q3 in 2015 did not significantly differ from one another.
No-show rates were successfully reduced after a 2-phase intervention was implemented at 1 health center within a larger health care organization. Future directions include dismantling the individual components of the intervention, evaluating the role of patient volumes in no-show rates, assessing patient outcomes (eg, costs, health) in integrative care settings that treat underserved populations, and evaluating family medicine residents' training on continuity of care and no-show rates. |
| doi_str_mv | 10.7556/jaoa.2018.022 |
| format | Article |
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To evaluate a 2-phase intervention to reduce no-show rates at an integrated care community health center that incorporates a teaching program for osteopathic family medicine residents.
The Elmont Teaching Health Center (ETHC) is 1 of 5 community-based health centers comprising the Long Island Federally Qualified Health Centers. In August 2015, the ETHC implemented a centerwide No-Show Rates Reduction Initiative divided into an assessment phase and implementation phase. The assessment phase identified reasons most frequently cited by patients for no-shows at the ETHC. The implementation phase, initiated in mid-September, addressed these reasons by focusing on reminder call verification, patient education, personal responses to patient calls, institutional awareness, and integration with multiple departments. To assess the initiative, monthly no-show rates were compared by quarter for 2015 and against rates for the previous year.
We recorded 27,826 appointments with 6147 no-shows in 2014 and 31,696 appointments with 5690 no-shows in 2015. No-show rates in the first 3 quarters of 2015 (range, 18.2%-20.0%) were slightly lower than the rates in 2014 (20.1%-23.4%) and then changed by an increasingly wide margin in the last quarter of 2015 (15.3%), leading to a significant year (2014, 2015) by quarter (Q1, Q2, Q3, Q4) interaction (P=.004). Also, the change observed in Q4 in 2015 differed significantly from Q1 (P=.017), Q2 (P=.004), and Q3 (P=.027) in 2015, while Q1, Q2, and Q3 in 2015 did not significantly differ from one another.
No-show rates were successfully reduced after a 2-phase intervention was implemented at 1 health center within a larger health care organization. Future directions include dismantling the individual components of the intervention, evaluating the role of patient volumes in no-show rates, assessing patient outcomes (eg, costs, health) in integrative care settings that treat underserved populations, and evaluating family medicine residents' training on continuity of care and no-show rates.</description><identifier>ISSN: 2702-3648</identifier><identifier>EISSN: 2702-3648</identifier><identifier>EISSN: 1945-1997</identifier><identifier>DOI: 10.7556/jaoa.2018.022</identifier><identifier>PMID: 29379973</identifier><language>eng</language><publisher>United States: American Osteopathic Association</publisher><subject>Adult ; Appointments and Schedules ; community health ; Community Health Centers - organization & administration ; Delivery of Health Care, Integrated - organization & administration ; Federally Qualified Health Center ; Female ; Health facilities ; Humans ; Indigent care ; integrated care ; Integrated delivery systems ; Male ; New York ; No-Show Patients - statistics & numerical data ; no-show rates ; Patient Education as Topic ; Reminder Systems ; teaching health center</subject><ispartof>Journal of Osteopathic Medicine (Online), 2018-02, Vol.118 (2), p.77-84</ispartof><rights>2018. This work is published under http://creativecommons.org/licenses/by-nc-nd/4.0 (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.</rights><lds50>peer_reviewed</lds50><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c412t-237eb897450ceb17e027b35e53d53eee84fc8ac06718acc2d1b4250da78958c43</citedby><cites>FETCH-LOGICAL-c412t-237eb897450ceb17e027b35e53d53eee84fc8ac06718acc2d1b4250da78958c43</cites></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><link.rule.ids>314,776,780,27903,27904</link.rule.ids><backlink>$$Uhttps://www.ncbi.nlm.nih.gov/pubmed/29379973$$D View this record in MEDLINE/PubMed$$Hfree_for_read</backlink></links><search><creatorcontrib>Mehra, Ashwin</creatorcontrib><creatorcontrib>Hoogendoorn, Claire J.</creatorcontrib><creatorcontrib>Haggerty, Greg</creatorcontrib><creatorcontrib>Engelthaler, Jessica</creatorcontrib><creatorcontrib>Gooden, Stephen</creatorcontrib><creatorcontrib>Joseph, Michelle</creatorcontrib><creatorcontrib>Carroll, Shannon</creatorcontrib><creatorcontrib>Guiney, Peter A.</creatorcontrib><title>Reducing Patient No-Shows: An Initiative at an Integrated Care Teaching Health Center</title><title>Journal of Osteopathic Medicine (Online)</title><addtitle>J Am Osteopath Assoc</addtitle><description>Patient no-shows impede the effectiveness and efficiency of health care services delivery.
To evaluate a 2-phase intervention to reduce no-show rates at an integrated care community health center that incorporates a teaching program for osteopathic family medicine residents.
The Elmont Teaching Health Center (ETHC) is 1 of 5 community-based health centers comprising the Long Island Federally Qualified Health Centers. In August 2015, the ETHC implemented a centerwide No-Show Rates Reduction Initiative divided into an assessment phase and implementation phase. The assessment phase identified reasons most frequently cited by patients for no-shows at the ETHC. The implementation phase, initiated in mid-September, addressed these reasons by focusing on reminder call verification, patient education, personal responses to patient calls, institutional awareness, and integration with multiple departments. To assess the initiative, monthly no-show rates were compared by quarter for 2015 and against rates for the previous year.
We recorded 27,826 appointments with 6147 no-shows in 2014 and 31,696 appointments with 5690 no-shows in 2015. No-show rates in the first 3 quarters of 2015 (range, 18.2%-20.0%) were slightly lower than the rates in 2014 (20.1%-23.4%) and then changed by an increasingly wide margin in the last quarter of 2015 (15.3%), leading to a significant year (2014, 2015) by quarter (Q1, Q2, Q3, Q4) interaction (P=.004). Also, the change observed in Q4 in 2015 differed significantly from Q1 (P=.017), Q2 (P=.004), and Q3 (P=.027) in 2015, while Q1, Q2, and Q3 in 2015 did not significantly differ from one another.
No-show rates were successfully reduced after a 2-phase intervention was implemented at 1 health center within a larger health care organization. Future directions include dismantling the individual components of the intervention, evaluating the role of patient volumes in no-show rates, assessing patient outcomes (eg, costs, health) in integrative care settings that treat underserved populations, and evaluating family medicine residents' training on continuity of care and no-show rates.</description><subject>Adult</subject><subject>Appointments and Schedules</subject><subject>community health</subject><subject>Community Health Centers - organization & administration</subject><subject>Delivery of Health Care, Integrated - organization & administration</subject><subject>Federally Qualified Health Center</subject><subject>Female</subject><subject>Health facilities</subject><subject>Humans</subject><subject>Indigent care</subject><subject>integrated care</subject><subject>Integrated delivery systems</subject><subject>Male</subject><subject>New York</subject><subject>No-Show Patients - statistics & numerical data</subject><subject>no-show rates</subject><subject>Patient Education as Topic</subject><subject>Reminder Systems</subject><subject>teaching health center</subject><issn>2702-3648</issn><issn>2702-3648</issn><issn>1945-1997</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2018</creationdate><recordtype>article</recordtype><sourceid>EIF</sourceid><sourceid>ABUWG</sourceid><sourceid>AFKRA</sourceid><sourceid>AZQEC</sourceid><sourceid>BENPR</sourceid><sourceid>CCPQU</sourceid><sourceid>DWQXO</sourceid><recordid>eNptkMtLxDAQh4MoKurRqwS8eOmaTJom1ZMsvkBUfJxDms66XXZbTVLF_96U9YV4miHz5TfDR8guZyMlZXE4s50dAeN6xABWyCYoBpkocr36q98gOyHMGGMguQDg62QDSqHKUolN8niHde-a9one2thgG-l1l91Pu7dwRE9aetk2sUmDV6Q2Ujs8RHzyNmJNx9YjfUDrpsP3C7TzOKXjFIF-m6xN7DzgzmfdIo9npw_ji-zq5vxyfHKVuZxDzEAorHSpcskcVlwhA1UJiVLUUiCizidOW8cKxVNxUPMqB8lqq3QptcvFFjlY5j777qXHEM2iCQ7nc9ti1wfDy1IwJgWIhO7_QWdd79t0nRFMF6woQfBEZUvK-S4EjxPz7JuF9e-GMzMoN4NyMyg3SXni9z5T-2qB9Tf9JTgBx0vgLelBXyd5_Xtqfrb_G8y5BqXEB7jDjeQ</recordid><startdate>20180201</startdate><enddate>20180201</enddate><creator>Mehra, Ashwin</creator><creator>Hoogendoorn, Claire J.</creator><creator>Haggerty, Greg</creator><creator>Engelthaler, Jessica</creator><creator>Gooden, Stephen</creator><creator>Joseph, Michelle</creator><creator>Carroll, Shannon</creator><creator>Guiney, Peter A.</creator><general>American Osteopathic Association</general><general>Walter de Gruyter GmbH</general><scope>CGR</scope><scope>CUY</scope><scope>CVF</scope><scope>ECM</scope><scope>EIF</scope><scope>NPM</scope><scope>AAYXX</scope><scope>CITATION</scope><scope>3V.</scope><scope>7RV</scope><scope>7X7</scope><scope>7XB</scope><scope>8FI</scope><scope>8FJ</scope><scope>8FK</scope><scope>ABUWG</scope><scope>AFKRA</scope><scope>AZQEC</scope><scope>BENPR</scope><scope>CCPQU</scope><scope>DWQXO</scope><scope>FYUFA</scope><scope>GHDGH</scope><scope>K9.</scope><scope>KB0</scope><scope>M0S</scope><scope>NAPCQ</scope><scope>PIMPY</scope><scope>PQEST</scope><scope>PQQKQ</scope><scope>PQUKI</scope><scope>PRINS</scope><scope>7X8</scope></search><sort><creationdate>20180201</creationdate><title>Reducing Patient No-Shows: An Initiative at an Integrated Care Teaching Health Center</title><author>Mehra, Ashwin ; 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To evaluate a 2-phase intervention to reduce no-show rates at an integrated care community health center that incorporates a teaching program for osteopathic family medicine residents.
The Elmont Teaching Health Center (ETHC) is 1 of 5 community-based health centers comprising the Long Island Federally Qualified Health Centers. In August 2015, the ETHC implemented a centerwide No-Show Rates Reduction Initiative divided into an assessment phase and implementation phase. The assessment phase identified reasons most frequently cited by patients for no-shows at the ETHC. The implementation phase, initiated in mid-September, addressed these reasons by focusing on reminder call verification, patient education, personal responses to patient calls, institutional awareness, and integration with multiple departments. To assess the initiative, monthly no-show rates were compared by quarter for 2015 and against rates for the previous year.
We recorded 27,826 appointments with 6147 no-shows in 2014 and 31,696 appointments with 5690 no-shows in 2015. No-show rates in the first 3 quarters of 2015 (range, 18.2%-20.0%) were slightly lower than the rates in 2014 (20.1%-23.4%) and then changed by an increasingly wide margin in the last quarter of 2015 (15.3%), leading to a significant year (2014, 2015) by quarter (Q1, Q2, Q3, Q4) interaction (P=.004). Also, the change observed in Q4 in 2015 differed significantly from Q1 (P=.017), Q2 (P=.004), and Q3 (P=.027) in 2015, while Q1, Q2, and Q3 in 2015 did not significantly differ from one another.
No-show rates were successfully reduced after a 2-phase intervention was implemented at 1 health center within a larger health care organization. Future directions include dismantling the individual components of the intervention, evaluating the role of patient volumes in no-show rates, assessing patient outcomes (eg, costs, health) in integrative care settings that treat underserved populations, and evaluating family medicine residents' training on continuity of care and no-show rates.</abstract><cop>United States</cop><pub>American Osteopathic Association</pub><pmid>29379973</pmid><doi>10.7556/jaoa.2018.022</doi><tpages>8</tpages><oa>free_for_read</oa></addata></record> |
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| ispartof | Journal of Osteopathic Medicine (Online), 2018-02, Vol.118 (2), p.77-84 |
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| subjects | Adult Appointments and Schedules community health Community Health Centers - organization & administration Delivery of Health Care, Integrated - organization & administration Federally Qualified Health Center Female Health facilities Humans Indigent care integrated care Integrated delivery systems Male New York No-Show Patients - statistics & numerical data no-show rates Patient Education as Topic Reminder Systems teaching health center |
| title | Reducing Patient No-Shows: An Initiative at an Integrated Care Teaching Health Center |
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