Reducing ENT Clinic First Visit No Show Rate
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2022
Reduce A/E referral FV no-show rate from 38.2% to 30%; overall ENT clinic FV no-show rate from 29.9% to 20%. Focused efforts reduced no-shows, freeing resources and improving access to care.
Year Submitted: 2022
Published Date: 31 December 2022
Tags: Care Process ＆ Redesign, Access To Care, Quality Improvement, Workflow Redesign
About this Content
Aims
Reduce A/E referral FV no-show rate from 38.2% to 30%; overall ENT clinic FV no-show rate from 29.9% to 20%.
Background
High no-show rates for first visits, wasting 285 appointment slots/month.
Methods
Implemented calls for patients who didn't respond to SMS; maintained a waitlist; improved contact accuracy.
Results
A/E no-show rate reduced to 31.5%; overall first visit no-show rate improved to 28.2%.
Conclusion
Focused efforts reduced no-shows, freeing resources and improving access to care.
Lessons Learnt
Direct calls are effective; additional measures needed to meet the overall target.
Keywords
ENT Clinic, First Visit No-Show, Appointment Management, Patient Engagement
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, Medical |
Applicable Specialty or Discipline | Healthcare Administrators, Emergency Medicine |
Project Lead(s) | Hu Huixin |
Project Member(s) | Somasundram Subramaniam |
Connect with this contributor!
Dr. Hu Huixin - hu_huixin@nuhs.edu.sg
Project Attachment
C_320_NTFGH_QM_2022_Reducing_ENT_Clinic_First_Visit_No_Show_Rate.pdf