Patient no-shows are a significant challenge for hospitals and clinics, leading to wasted resources, disrupted schedules, and potential delays in patient care. In the UK, missed appointments cost the NHS around £1.2 billion annually.
There’s a patient impact as well as a financial one, of course. Missed appointments can increase mortality rates and worsen health conditions as necessary patient care is delayed.
Here are seven ways hospitals can minimise patient no-shows and increase clinic attendance rates.
1. Send a reminder in advance
One of the main reasons for missed appointments is simply patient forgetfulness. Sending appointment reminders via text message, email, or phone call can significantly reduce no-show rates, a practice that has proven effective in many NHS Trusts.
These reminders should state the appointment details and include instructions on rescheduling – or cancelling the appointment if the patient no longer needs it.
However, while this method addresses patient forgetfulness, it’s important to recognise that other factors may also contribute to missed appointments.
2. Understanding the barriers to attendance
To effectively reduce patient no-shows, we need to better understand the reasons why they occur.
At Deep Medical we believe reducing patient no-shows is more than just about patients forgetting and hospitals reminding. It’s about the inequalities in our society that can prevent people from attending their hospital appointments.
We use AI to analyse various factors that might prevent patients from attending their appointments, without accessing individual patient records. This includes considering weather conditions, transportation availability, and personal circumstances.
For example, an older patient might want to avoid travelling during rush hour, or a parent might need to schedule around school drop-offs.
By understanding these barriers, we can reach out to patients at risk of being a no-show, to find an appointment that’s more convenient for them.
3. Communicate in a way that works for the patient
Effective communication requires understanding each patient’s preferences and challenges.
A visually impaired patient may find it challenging to read a hospital letter, a non-English speaker might struggle with understanding the content, and patients with severe mental health issues might have difficulty remembering the appointment date.
Tailoring communication methods to meet these individual needs can significantly improve attendance rates. Our DM Connects software uses AI to contact each patient through personalised communications, personalised channels and personalised reminder schedules.
This ensures the patient attends, cancels or reschedules ahead of time, improving engagement and attendance rates.
4. Flexibility is key
Offering flexible scheduling options can accommodate a broader range of patient needs and in doing so reduce patient no-shows.
Extended clinic hours, weekend appointments, and online consultations provide alternatives that might better fit patients’ schedules. For some, arranging transportation to the appointment might be necessary, for example. Providing all these options can make it easier for patients to attend their appointments.
5. Addressing frailty and co-ordinating multiple appointments
Older patients often have complex medical needs requiring multiple appointments. By identifying these patients, we can coordinate some of their appointments to occur on the same day, reducing the number of trips they need to make and increasing the likelihood they will attend these appointments.
Our DM Pathways software uses AI to identify frail patient groups where poor compliance is a clinical concern, highlighting them to clinical teams so a more tailored and people-centered solution can be provided.
6. Patient education
Patients are often unaware of the financial implications of missing their appointment. So educating them about the importance of attending appointments and the consequences of missing them can foster a sense of responsibility.
This message can be delivered through pamphlets, posters, and waiting room displays highlighting the impact to patients of missed appointments on their own health – and that of the clinic’s budget.
7. Building patient engagement
Engaged patients who feel heard and supported are more likely to attend their appointments.
We’re collaborating with NHS volunteers in two NHS Trusts to help support patients in their communities. NHS volunteers are vital to the running of the health service, as they understand local challenges that patients might face, and can identify what might help patients attend their appointments, such as providing support upon arrival.
In addition, to keep patients engaged throughout the appointment process, it’s essential to avoid complex scheduling procedures or language. Using user-friendly online portals or mobile apps that allow patients to easily schedule and manage appointments can streamline the process and reduce barriers to attendance.
Conclusion
Addressing patient no-shows is crucial for improving patient health outcomes and clinic efficiency.
At Deep Medical, we’re working with NHS Trusts and clinics to reduce patient no-shows by using AI to predict when patients are at risk of missing their appointments, and reaching out to them ahead of time to reschedule their appointments.
By understanding the reasons behind patient no-shows, we believe we can more effectively support patients, and help them to access the treatment that they need.
