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Updated: May 20, 2025

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Do Automated Reminders Decrease No-Show Visits in an Outpatient Palliative Medicine Clinic?

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Summary
This summary is machine-generated.

Patient no-shows impact healthcare. This study found higher no-show rates for virtual visits and patients in underserved areas. Patient Service Coordinator (PSC) calls also correlated with increased no-shows.

Keywords:
clinicno-showno-show rateoutpatientpalliative carepalliative medicine

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Area of Science:

  • Healthcare Management
  • Patient Access
  • Health Disparities

Background:

  • No-show appointments negatively affect patient outcomes and healthcare systems.
  • Automated appointment confirmations and Patient Service Coordinator (PSC) calls are used to reduce no-shows.
  • Understanding no-show rates across different appointment types and patient demographics is crucial for optimizing care delivery.

Purpose of the Study:

  • To determine no-show rates for automated confirmation methods versus PSC calls.
  • To compare no-show rates for in-person versus virtual (telehealth) visits.
  • To identify if patients in underserved areas (Community Outreach Zones - COZ) have higher no-show rates.

Main Methods:

  • Retrospective review of electronic medical records from January to June 2023.
  • Collected data on completed, canceled, and no-show visits for in-person and virtual appointments.
  • Analyzed data considering automated reminders, PSC calls, and patient residence within COZ.

Main Results:

  • Overall no-show rate was 6% (455/8054 appointments).
  • Virtual visits had a higher no-show rate (9%) compared to in-person visits (5%).
  • Patients confirming via PSC calls (OR 1.57) and those in COZ (OR 1.88) had significantly higher no-show probabilities. Virtual visits in COZ also showed higher no-shows (OR 1.65).

Conclusions:

  • Patient Service Coordinator (PSC) telephone calls are associated with increased no-show rates.
  • Patients residing in underserved Community Outreach Zones (COZ) exhibit higher no-show rates, particularly for virtual appointments.
  • Virtual visits and specific patient populations require targeted strategies to mitigate appointment no-shows.