Background Resident continuity-clinic (RCC) is a crucial component of ambulatory training in primary care.The no-show rate (NSR) in a large academic center with 60 residents averaged 27% in academic year (AY) 2018, despite an automated phone/text reminder system 3 days prior to appointment, resulting in fragmented care, reduced access and decreased learning opportunities for residents. Objectives To determine whether telephone outreach targeting patients predicted to be at high-risk to no-show can reduce NSR for RCC appointments. Methods A validated machine-learning prediction model developed by data scientists at UPMC for Primary care, generated a daily list of high-risk patients (i.e. =20% risk to no-show).
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