Taming No-Show Rates; Exploring the Impact Of Facilitating Communication With Patients Using A Live Chat System And Text Reminders On Patients' Appointment Compliance
Event Type
Virtual Program Session
Usability and System Evaluation
TimeThursday, October 13th3:30pm - 3:45pm EDT
DescriptionThis study employs live text- and call-based reminders to reduce the no-show rate of patients in a multi-hospital system before and during the COVID-19 pandemic. No-show appointments are linked with poorer patient outcomes and reduced healthcare utilization. No prior research explored the potential of live text messaging reminders on this phenomenon. Appointment compliance behavior was investigated by measuring rates of no-show, attendance, cancellation, and rescheduling. Using Kruskal-Wallis Test and Mann-Kendall test, rates and trends were compared between pre-intervention, pre-pandemic intervention, and post-pandemic intervention. The no-show rate decreased with statistical significance in PCG and SPG; the significant downward trends were indicative of persistent declining trends in the groups. We found no statistically significant difference between pre- and post-pandemic intervention. The impact of the intervention on patients' behavior is compelling during the pre-pandemic intervention. The outbreak of the pandemic and its second waves impacted appointment compliance.