Cardiology Clinic No Show Management
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2019
To reduce the Cardiology Clinic First Visit (FV) no-show rate from 28% to 20% and below. A tailored appointment system and targeted reminders can improve clinic utilization and reduce no-show rates.
Year Submitted: 2019
Published Date: 31 December 2019
Tags: Care Process ＆ Redesign, Quality Improvement, Workflow Redesign, Access To Care, Referral Rate, Waiting Time
About this Content
Aims
To reduce the Cardiology Clinic First Visit (FV) no-show rate from 28% to 20% and below.
Background
High no-show rates resulted in wasted appointment slots and reduced clinic utilization. Between Jan 2017 - Jun 2018, no-show rates averaged 28%.
Methods
Conducted root cause analysis, implemented pre-appointment calls, SMS reminders, and flexible scheduling.
Results
No-show rate reduced to 23% in May and further dropped to 18% for non-ED referrals. Time saved for pre-appointment calls.
Conclusion
A tailored appointment system and targeted reminders can improve clinic utilization and reduce no-show rates.
Lessons Learnt
Flexible appointment systems and better communication improved attendance and reduced wasted slots.
Additional Information
Presented at CHI Learning & Development Forum.
Keywords
Care & Process Redesign, Cardiology, No Show Reduction, Appointment System
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | Ng Teng Fong General Hospital |
Platform(s) | National University Health System Quality Improvement |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Cardiology, Healthcare Administrators |
Project Lead(s) | Lynn Chen |
Project Member(s) | Sim Siew Ngoh |
Connect with this contributor!
Sim Siew Ngoh - lynn_chen@nuhs.edu.sg