Reducing First Visit No-Show Rates Of Psychiatry SOC
Care Continuum
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2021
Reduce first visit (FV) no-show rates from 32.2% to 20% by Dec 2020 in Psychiatry SOC. Project strategies standardized workflows and reduced no-show rates effectively.
Year Submitted: 2021
Published Date: 31 December 2021
Tags: Care Process ＆ Redesign, Care Continuum, Quality Improvement, Workflow Redesign, Lean Methodology, Specialist Outpatient Care
About this Content
Aims
Reduce first visit (FV) no-show rates from 32.2% to 20% by Dec 2020 in Psychiatry SOC.
Background
High no-show rates (32.2%) for Psychiatry first visits affected clinic utilization and revenue.
Methods
Pre-calling patients, sending SMS reminders, and ensuring confirmation with standard scripts.
Results
Median no-show rate reduced to 24.3%; rescheduled slots improved utilization and reduced lead times.
Conclusion
Project strategies standardized workflows and reduced no-show rates effectively.
Lessons Learnt
Dedicated staff, standardized scripts, and multi-attempt contacts improved patient confirmation rates.
Keywords
No-Show Rates, Psychiatry SOC, PDSA Cycle, Appointment Confirmation
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 | Psychiatry |
Project Lead(s) | Tan Yuyuan |
Project Member(s) | Kiranjeet Kaur Harjit Singh |
Connect with this contributor!
Dr Tan Yuyuan - yuyuan_tan@nuhs.edu.sg
Project Attachment
C_164_NTFGH_QM_2021_Reducing_First_Visit_No_Show_Rates_Of_Psychiatry_SOC.pdf