Lowering broken appointment rates at a teenage health center

In an attempt to increase physician efficiency by lowering the "no show" rate of adolescents in a teenage health center, the possible variables related to broken appointments were explored. A new triage system was implemented. While most of the variables studied did not differ between the "show" and "no show" adolescents, there were significant differences based on the chief complaint. Those teenagers seen for well adolescent care had a 55% "no show" rate, those with noncosmetic problems had a 37% "no show" rate, and those with cosmetic complaints had a zero "no show" rate. With the implementation of a new triage system which required parent/adolescent involvement, the "no show" rate fell by 50%, thus dramatically decreasing the waiting time for initial appointment and improving the utilization of physician and nurse time.