No-Show to Primary Care Appointments

Kaplan-Lewis, Emma; Percac‐Lima, Sanja

doi:10.1177/2150131913498513

Cited by 213 publications

(147 citation statements)

References 18 publications

(22 reference statements)

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“…[1][2][3][4][5] The impact is particularly important within safety net organizations, which primarily care for underserved patients and which often operate with limited resources. 3 This pragmatic investigation of the impact of short message service (SMS) text message appointment reminders was conducted as part of Denver Health's (DH) 21 st Century Care program, funded under a Health Care Innovation Award grant from the Center for Medicaid and Medicare Innovation to explore the impact of novel models of care on the triple aim (1C1CMS331064-01-00). Previous SMS reminder studies have shown improved attendance rates.…”

Section: Introductionmentioning

confidence: 99%

Appointment reminders by text message in a safety net health care system: a pragmatic investigation

Fischer¹,

Moore²,

Johnson³

et al. 2017

eGEMs

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Introduction: Short Message Service (SMS) appointment reminders may provide a wide-reaching, low cost approach to reducing operational inefficiencies and improving access to care. Previous studies indicate this modality may improve attendance rates, yet there is a need for large-scale, pragmatic studies that include unintended consequences and operational costs. Methods:This pragmatic investigation was a before-after analysis that compared visit attendance outcomes among patients who opted into SMS appointment reminders with outcomes among those who declined over an 18-month evaluation period from March 25, 2013, to September 30, 2014. Eligibility in our integrated safety net health care system included age greater than 17, English or Spanish as a primary language, and a cell phone number in our scheduling system. Results: 47,390 patients were invited by SMS to participate, of which 20,724 (43.7 percent) responded with 18,138 opting in (81.5 percent of respondents). Participants received SMS reminders for 77,783 scheduled visits; comparison group patients (N=72,757) were scheduled for 573,079 visits during the evaluation period. Intervention and comparison groups had, respectively, attendance rates of 72.8 percent versus 66.1 percent (p<0.001), cancellation rates of 13.2 percent versus 18.6 percent (p<0.001), and no show rates of 14.0 percent versus 15.3 percent. Patient satisfaction with text messaging ranged from 77 percent to 96 percent. Implementation challenges included a low rate of inaccurate reminders due to non-standard use of the scheduling system across clinical departments.Discussion: SMS appointment reminders improve patient satisfaction and provide a low operating cost approach to reducing operational inefficiencies through improved attendance rates in an integrated safety net health care system.

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Section: Introductionmentioning

confidence: 99%

Appointment reminders by text message in a safety net health care system: a pragmatic investigation

Fischer¹,

Moore²,

Johnson³

et al. 2017

eGEMs

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“…Only 40% of patients completed all three ReDCHiP CM sessions, despite being less timeintensive than most programs in randomized trials. [15][16][17] With a 20% to 40% patient no-show rate to PCP appointments, 22 our completion rates for three appointments in three months may be expected. Efficacy trials in which patients received CM at least monthly have shown more BP improvement than those in which patients received CM less frequently.…”

Section: Care Management To Control Hypertension -Hussain Et Almentioning

confidence: 99%

“…Care managers were unable to contact half of eligible patients, similar to other health systems using automated outreach. 22 CM for complex disease management that is integrated with primary care has been shown to be most effective; 8 however, program completion and/or reach may be improved if CM could be integrated within the daily routine of patients (at faith organizations, employment sites). 24 Additional intervention components for highrisk and frail patients (home visits, community health workers) may improve reach and completion.…”

Section: Care Management To Control Hypertension -Hussain Et Almentioning

confidence: 99%

The Role of Care Management as a Population Health Intervention to Address Disparities and Control Hypertension: A Quasi-Experimental Observational Study

Hussain

Franz²,

Brown³

et al. 2016

Ethn Dis

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Objective:We studied whether care management is a pragmatic solution for improving population blood pressure (BP) control and addressing BP disparities between Blacks and Whites in routine clinical environments.Design: Quasi-experimental, observational study.Setting and Participants: 3,964 uncontrolled hypertensive patients receiving primary care within the last year from one of six Baltimore clinics were identified as eligible.Intervention: Three in-person sessions over three months with registered dietitians and pharmacists who addressed medication titration, patient adherence to healthy behaviors and medication, and disparitiesrelated barriers. Main Measures:We assessed the population impact of care management using the RE-AIM framework. To evaluate effectiveness in improving BP, we used unadjusted, adjusted, and propensity-score matched differences-in-differences models to compare those who completed all sessions with partial completers and non-participants. Results:Of all eligible patients, 5% participated in care management. Of 629 patients who entered care management, 245 (39%) completed all three sessions. Those completing all sessions on average reached BP control (mean BP 137/78) and experienced 9 mm Hg systolic blood pressure (P<.001) and 4 mm Hg DBP (P=.004) greater improvement than non-participants; findings did not vary in adjusted or propensity-score matched models. Disparities in systolic and diastolic BP between Blacks and Whites were not detectable at completion. Conclusion:It may be possible to achieve BP control among both Black and White patients who participate in a few sessions of care management. However, the very limited reach and patient challenges with program completion should raise significant caution with relying on care management alone to improve population BP control and eliminate related disparities. Ethn

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“…They also add significant burden on healthcare systems worldwide and lead to sub-optimal utilization of resources [4][5][6]. Reasons frequently cited by patients missing their appointments are "forgetting the appointment" or "misunderstanding the date or time of the appointment" or "lack of motivation to go to the appointment" [7][8][9][10]. Phone calls, postal, and text reminders have been extensively studied as memory aids to reduce missed appointments [11][12][13].…”

Section: Prior Workmentioning

confidence: 99%

Reminder use to improve service referral use among participants in a community engagement program (Preprint)

Varma¹,

Hart²,

McIntyre³

et al. 2018

Preprint

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Background: Recent research on health care delivery has shown that mobile based interventions are effective in bringing behavior change among clinical populations. Mobile phone-based interventions are considered to be convenient and economical to the provider and non-invasive and hence acceptable to the receiver. Studies have also shown that personalized text message reminders are more acceptable and effective than automated mass messages. However, despite the increasing literature on mobile phone-based interventions (mHealth) contributing to improvement in health care, there is a dearth of information on the use of reminders for social and medical service referrals provided to nonclinical populations by community-engagement programs.Objective: This pilot study aimed to apply mobile phone-based interventions to improve the utilization rates of medical and social service referrals provided to community members by Community Health Workers (CHW's) through HealthStreet -a community engagement initiative at the University of Florida (UF).Methods: 300 eligible HealthStreet members were randomly assigned to CALLSONLY, TEXTONLY, CALLS+TEXT reminder intervention groups. Reminders were sent based on their assignment on the 15 th and 45 th day after the baseline assessment reminding them to utilize the medical and/or social referrals that were provided by the community health workers based on their expressed need during the baseline assessment. A telephonic follow up was done on the 30 th and 60 th day to assess the rate of utilization of the referrals. Further, a telephone based brief satisfaction survey was also administered to all participants on the 60 th day follow up call.Results: Out of 290 participants, 201 (69.3%) successfully completed the 30-day HealthStreet follow up and 149 (51.4%) participants successfully completed the 60-day HealthStreet follow up. At the 30-day follow up, 52 of the 201 respondents reported the use of at least one referral and there were no differences for utilization by contact status. At the 60-day follow up, 69 of the 149 participants reported utilizing at least one referral; there were no differences for this group either. Conclusions:Findings from this study did not find any significant difference in the rate of service referral utilization between participants who received different types of reminders. The absence of a significant difference between the two groups may be because of the smaller sample size of the study.

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No-Show to Primary Care Appointments

Abstract: No-show rates interfere with quality primary care. Interventions designed to target reasons for no-show are needed to help reduce the no-show rate, improve access and decrease health disparities in underserved patient populations.

Cited by 213 publications

References 18 publications

Appointment reminders by text message in a safety net health care system: a pragmatic investigation

Appointment reminders by text message in a safety net health care system: a pragmatic investigation

The Role of Care Management as a Population Health Intervention to Address Disparities and Control Hypertension: A Quasi-Experimental Observational Study

Reminder use to improve service referral use among participants in a community engagement program (Preprint)

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