Patient and Visit Characteristics Associated With Use of Direct Scheduling in Primary Care Practices

Orav, E. John; Lupo, Claire; Metlay, Joshua P.; Sequist, Thomas D.

doi:10.1001/jamanetworkopen.2020.9637

Cited by 36 publications

(56 citation statements)

References 22 publications

(60 reference statements)

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“…1,24,25 The primary reason could be that younger patients tend to miss appointments because of school, work, and family responsibilities. A secondary reason could be that younger people are more likely than older patients to make appointments online, which is consistent with Ganguli et al 26 In most previous studies, 1,21,27,28 scheduling-appointment interval was a strong predictor of no-shows; the greater the amount of time, the greater the risk of noshow. Cronin et al, for example, found that missed appointment rates increased with a longer wait between scheduling and appointment because of an increased likelihood of forgetting, among other reasons.…”

Section: Discussionsupporting

confidence: 81%

See 1 more Smart Citation

<p>Who Misses Appointments Made Online? Retrospective Analysis of the Outpatient Department of a General Hospital in Jinan, Shandong Province, China</p>

Su¹,

Zhu²,

Zhang³

et al. 2020

RMHP

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Purpose: Missed appointments in outpatient registration pose challenges for hospital administrators, especially in the context of China's shortage of medical resources. Previous studies have identified factors that affect healthcare access via traditional appointment systems. Few studies, however, have specifically investigated Internet appointment systems. Therefore, this study explored the key factors related to missed appointments made on the Internet appointment system of a general hospital in Jinan, Shandong Province. Methods: Online appointment data were collected from the outpatient department of a general hospital in Jinan from September 2017 to February 2018. Logistic regression was used to analyze the relative importance of eight variables: gender, age, interval between scheduling and appointment, day of the week, physician's academic rank, appointment fee, previous missed appointments, and clinical department. Results: A total of 48,777 online appointment records were collected, which included a 15% no-show rate. The key factors associated with no-shows included age, interval between scheduling and appointment, previous missed appointments, and clinical department. No significant relationships were found between no-shows and gender, day of the week, and appointment fee. Conclusion: No-show rates were influenced by many factors. Based on this study's findings, targeted measures can be taken to decrease no-show frequency and improve medical efficiency.

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Section: Discussionsupporting

confidence: 81%

Section: Discussionsupporting

confidence: 80%

<p>Who Misses Appointments Made Online? Retrospective Analysis of the Outpatient Department of a General Hospital in Jinan, Shandong Province, China</p>

Su¹,

Zhu²,

Zhang³

et al. 2020

RMHP

View full text Add to dashboard Cite

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“…One study found that patient portal use was lower among Black (vs White) patients; Medicare, Medicaid, and uninsured (vs commercially insured) patients; and patients with decreased neighborhood broadband internet access [14]. Other studies using data prior to the COVID-19 pandemic have additionally suggested that telemedicine and patient-facing health information technology utilization is lower among men, patients over 65 years, non-White patients, patients without commercial insurance, and patients living in neighborhoods with low internet access; this lack of internet access and technology proficiency continues to impede wider adoption of health information technology among racial minorities and those without commercial insurance [15][16][17][18]. Given prior research on the benefits of telemedicine interventions on clinical outcomes, such as improvement in glycemic control in medically underserved patients with diabetes, these disparities in the use of and access to digital health may directly translate into disparities in health care quality [19].…”

Section: Introductionmentioning

confidence: 99%

Growth of Ambulatory Virtual Visits and Differential Use by Patient Sociodemographics at One Urban Academic Medical Center During the COVID-19 Pandemic: Retrospective Analysis

Gilson¹,

Umscheid²,

Laiteerapong³

et al. 2020

JMIR Med Inform

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Background Despite widespread interest in the use of virtual (ie, telephone and video) visits for ambulatory patient care during the COVID-19 pandemic, studies examining their adoption during the pandemic by race, sex, age, or insurance are lacking. Moreover, there have been limited evaluations to date of the impact of these sociodemographic factors on the use of telephone versus video visits. Such assessments are crucial to identify, understand, and address differences in care delivery across patient populations, particularly those that could affect access to or quality of care. Objective The aim of this study was to examine changes in ambulatory visit volume and type (ie, in-person vs virtual and telephone vs video visits) by patient sociodemographics during the COVID-19 pandemic at one urban academic medical center. Methods We compared volumes and patient sociodemographics (age, sex, race, insurance) for visits during the first 11 weeks following the COVID-19 national emergency declaration (March 15 to May 31, 2020) to visits in the corresponding weeks in 2019. Additionally, for visits during the COVID-19 study period, we examined differences in visit type (ie, in-person versus virtual, and telephone versus video visits) by sociodemographics using multivariate logistic regression. Results Total visit volumes in the COVID-19 study period comprised 51.4% of the corresponding weeks in 2019 (n=80,081 vs n=155,884 visits). Although patient sociodemographics between the COVID-19 study period in 2020 and the corresponding weeks in 2019 were similar, 60.5% (n=48,475) of the visits were virtual, compared to 0% in 2019. Of the virtual visits, 61.2% (n=29,661) were video based, and 38.8% (n=18,814) were telephone based. In the COVID-19 study period, virtual (vs in-person) visits were more likely among patients with race categorized as other (vs White) and patients with Medicare (vs commercial) insurance and less likely for men, patients aged 0-17 years, 65-74 years, or ≥75 years (compared to patients aged 18-45 years), and patients with Medicaid insurance or insurance categorized as other. Among virtual visits, compared to telephone visits, video visits were more likely to be adopted by patients aged 0-17 years (vs 18-45 years), but less likely for all other age groups, men, Black (vs White) patients, and patients with Medicare or Medicaid (vs commercial) insurance. Conclusions Virtual visits comprised the majority of ambulatory visits during the COVID-19 study period, of which a majority were by video. Sociodemographic differences existed in the use of virtual versus in-person and video versus telephone visits. To ensure equitable care delivery, we present five policy recommendations to inform the further development of virtual visit programs and their reimbursement.

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“…The countries covered in the review include the United States [ 18 , 28 , 29 , 31 , 33 , 35 , 37 , 43 , 73 , 74 ], Taiwan [ 22 , 23 , 42 ], England [ 19 , 34 , 69 , 72 ], China [ 24 , 48 , 75 ], Australia [ 45 , 70 , 71 ], Canada [ 36 ], Iran [ 5 , 32 , 47 ], and the Philippines [ 26 ]. Another article included 7 countries in Europe [ 44 ].…”

Section: Resultsmentioning

confidence: 99%

“…The first article retrieved for the scoping study was published in 2004 [ 18 ], with ≤3 articles each year up to and including 2019. In 2020, 8 articles [ 22 , 26 , 28 , 29 , 31 , 37 , 72 , 73 ] featuring barriers to and facilitators of automated self-scheduling were published. Table 2 displays the number of articles published by year of publication.…”

Section: Resultsmentioning

confidence: 99%

Barriers to and Facilitators of Automated Patient Self-scheduling for Health Care Organizations: Scoping Review

Woodcock¹

2022

J Med Internet Res

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Background Appointment management in the outpatient setting is important for health care organizations, as waits and delays lead to poor outcomes. Automated patient self-scheduling of outpatient appointments has demonstrable advantages in the form of patients’ arrival rates, labor savings, patient satisfaction, and more. Despite evidence of the potential benefits of self-scheduling, the organizational uptake of self-scheduling in health care has been limited. Objective The objective of this scoping review is to identify and to catalog existing evidence of the barriers to and facilitators of self-scheduling for health care organizations. Methods A scoping review was conducted by searching 4 databases (PubMed, CINAHL, Business Source Ultimate, and Scopus) and systematically reviewing peer-reviewed studies. The Consolidated Framework for Implementation Research was used to catalog the studies. Results In total, 30 full-text articles were included in this review. The results demonstrated that self-scheduling initiatives have increased over time, indicating the broadening appeal of self-scheduling. The body of literature regarding intervention characteristics is appreciable. Outer setting factors, including national policy, competition, and the response to patients’ needs and technology access, have played an increasing role in influencing implementation over time. Self-scheduling, compared with using the telephone to schedule an appointment, was most often cited as a relative advantage. Scholarly pursuit lacked recommendations related to the framework’s inner setting, characteristics of individuals, and processes as determinants of implementation. Future discoveries regarding these Consolidated Framework for Implementation Research domains may help detect, categorize, and appreciate organizational-level barriers to and facilitators of self-scheduling to advance knowledge regarding this solution. Conclusions This scoping review cataloged evidence of the existence, advantages, and intervention characteristics of patient self-scheduling. Automated self-scheduling may offer a solution to health care organizations striving to positively affect access. Gaps in knowledge regarding the uptake of self-scheduling by health care organizations were identified to inform future research.

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Patient and Visit Characteristics Associated With Use of Direct Scheduling in Primary Care Practices

Cited by 36 publications

References 22 publications

<p>Who Misses Appointments Made Online? Retrospective Analysis of the Outpatient Department of a General Hospital in Jinan, Shandong Province, China</p>

<p>Who Misses Appointments Made Online? Retrospective Analysis of the Outpatient Department of a General Hospital in Jinan, Shandong Province, China</p>

Growth of Ambulatory Virtual Visits and Differential Use by Patient Sociodemographics at One Urban Academic Medical Center During the COVID-19 Pandemic: Retrospective Analysis

Barriers to and Facilitators of Automated Patient Self-scheduling for Health Care Organizations: Scoping Review

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