201. Targeted Reminder Phone Calls to Patients at High Risk of No-Show for Primary Care Appointment: A Randomized Trial
- Author
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Sachin J. Shah, Benjamin Bearnot, Alexandra B. Kimball, Calvin A. Richardson, Patrick K. Cronin, Blair Fosburgh, Clemens S. Hong, Jeffrey M. Ashburner, and Andrew S. Hwang
- Subjects
medicine.medical_specialty ,Reminder Systems ,Population health ,law.invention ,03 medical and health sciences ,Appointments and Schedules ,0302 clinical medicine ,Randomized controlled trial ,Ambulatory care ,law ,Health care ,Internal Medicine ,medicine ,Humans ,030212 general & internal medicine ,Reimbursement ,Original Research ,Primary Health Care ,business.industry ,No-Show Patients ,030503 health policy & services ,Behavior change ,Absolute risk reduction ,Telephone ,Emergency medicine ,0305 other medical science ,business ,Cell Phone - Abstract
No-shows, or missed appointments, are a problem for many medical practices. They result in fragmented care and reduce access for all patients. To determine whether telephone reminder calls targeted to patients at high risk of no-show can reduce no-show rates. Single-center randomized controlled trial. A total of 2247 primary care patients in a hospital-based primary care clinic at high risk of no-show (>15 % risk) for their appointment in 7 days. Seven days prior to their appointment, intervention arm patients were placed in a calling queue to receive a reminder phone call from a patient service coordinator. Coordinators were trained to engage patients in concrete planning. All patients received an automated phone call (usual care). Primary outcome was no-show rate. Secondary outcomes included arrival rate, cancellation rate, reschedule rate, time to cancellation, and change in revenue. The no-show rate in the intervention arm (22.8 %) was significantly lower (absolute risk difference −6.4 %, p
- Published
- 2016