No Show Management – Reduction in Radiology DNA and Possible Clinic DNA
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2021
To reduce Radiology Do-Not-Attend (DNA) rates by 50% within 6 months for better utilization and patient scheduling. Collaboration and structured workflow changes successfully reduced DNA rates and enhanced resource utilization.
Year Submitted: 2021
Published Date: 31 December 2021
Tags: Care Process ＆ Redesign, Value Based Care, Safe Care, Adherence Rate, Quality Improvement, Workflow Redesign
About this Content
Aims
To reduce Radiology Do-Not-Attend (DNA) rates by 50% within 6 months for better utilization and patient scheduling.
Background
DNA rates for CT, MRI, and Ultrasound appointments were high at 21%, reducing machine utilization and causing a ripple effect on clinic follow-ups.
Methods
Implemented targeted SMS reminders, follow-ups for unresponsive patients, and data tracking for cancellation.
Results
Achieved a 50% reduction in DNA rates; improved utilization of 60% for outpatient slots and sustained revenue recovery of $37,967 monthly.
Conclusion
Collaboration and structured workflow changes successfully reduced DNA rates and enhanced resource utilization.
Lessons Learnt
Effective communication and small workflow adjustments can significantly impact operational efficiency.
Keywords
Radiology, DNA Rates, Process Optimization
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | Ng Teng Fong General Hospital, Admiralty Medical Centre |
Platform(s) | National University Health System Quality Improvement |
Healthcare Professional Group(s) | Healthcare Administration, Allied Health |
Applicable Specialty or Discipline | Radiology, Orthopaedics, Healthcare Administrators |
Project Lead(s) | Nuradila Nordin |
Project Member(s) | Siti Noraisah |
Connect with this contributor!
Nuradila Nordin - nuradila_bte_nordin@nuhs.edu.sg
Project Attachment
C170_NTFGH_QM_2021_No_Show_Management_Reduction_in_Radiology_DNA.pdf