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The impact of a text messaging service on orthopaedic clinic Did Not Attend rates
Lebur Rohman1, Daniel Maruswezki2, Nicholas Boyce Cam3
1Trauma and Orthopaedics, Harrogate General Hospital, UK Leburrohman@doctors.org.uk.
Background:
Missed clinic appointments cause delays in treatment of other patients, under utilization of clinical manpower or facilities and impact upon hospital finances.
Aims:
The primary aim of this study is to evaluate whether a text messaging reminder service reduces the Did Not Attend rate. The secondary aim is to evaluate the cost-effectiveness of a mobile text message reminder service.
Methods:
The study focused on the outpatient department of a district general hospital. In January 2011 a patient text messaging reminder service was implemented across the outpatient departments in the trust. Data were collected prospectively 24 months prior and 24 months following the implementation of this service. A reminder was sent to patients one week prior to the scheduled appointment as a text message. All patients attending the orthopaedic department were included in the study. Patients who had an appointment and cancelled/rescheduled it prior to their original consultation date were excluded. Children were also excluded from the study.
Results:
The overall Did Not Attend rate was reduced by 12% following the intervention (p < 0.0001). The new appointment follow-up rate was reduced by 2% (p = 0.74) and the follow-up rate decreased by 13.7% (p < 0.0001). The economic analysis revealed a saving of £19,853 over a two-year period following the intervention.
Conclusion:
Thus mobile technology is a feasible tool in improving attendance rates at outpatient clinics and is economically viable.
