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Why we don't come: patient perceptions on no-shows
Naomi L Lacy1, Audrey Paulman, Matthew D Reuter
1University of Nebraska Medical Center Department of Family Medicine, 983075 Nebraska Medical Center, Omaha, NE 68198-3075, USA. nlacy@unmc.edu
Annals of Family Medicine
|December 4, 2004
Summary
Patients often miss appointments due to emotional factors, feeling disrespected, or misunderstanding the scheduling system, not logistical issues. Addressing these can reduce patient no-shows.
Area of Science:
- Healthcare Management
- Patient Experience
- Qualitative Research
Background:
- Patient no-shows disrupt clinic workflow and resource allocation.
- Understanding patient-cited reasons for missed appointments is crucial for service improvement.
Purpose of the Study:
- To identify patient-reported reasons for missed appointments in an urban family practice.
- To explore the underlying factors influencing appointment adherence.
Main Methods:
- Conducted semistructured interviews with 34 adult outpatients.
- Analyzed qualitative data using an immersion-crystallization approach by a multidisciplinary team.
Main Results:
- Key reasons for nonattendance included emotional distress, perceived disrespect from the healthcare system, and lack of understanding of appointment scheduling.
- Logistical issues were not identified as primary drivers for missed appointments.
- Appointment seeking was motivated by immediate symptoms and self-care desires, often accompanied by anxiety about procedures or news.
Conclusions:
- Reducing patient no-show rates may involve improving clinic waiting times and addressing patients' perceptions of respect.
- Enhancing patient understanding of the scheduling system could also mitigate missed appointments.