Targeting Zero Non-Attendance in Healthcare Clinics
Edited book (chapter)
Chan, Ka C. and Chan, David B.. 2012. "Targeting Zero Non-Attendance in Healthcare Clinics." Smith, Anthony C., Armfield, Nigel R. and Eikelboom, Robert H. (ed.) Global Telehealth 2012. IOS Press. pp. 52-57
| Chapter Title | Targeting Zero Non-Attendance in Healthcare Clinics |
|---|---|
| Book Chapter Category | Edited book (chapter) |
| ERA Publisher ID | 2298 |
| Book Title | Global Telehealth 2012 |
| Authors | Chan, Ka C. and Chan, David B. |
| Editors | Smith, Anthony C., Armfield, Nigel R. and Eikelboom, Robert H. |
| Volume | 182 |
| Page Range | 52-57 |
| Series | Studies in Health Technology and Informatics |
| Chapter Number | 7 |
| Number of Pages | 6 |
| Year | 2012 |
| Publisher | IOS Press |
| ISBN | 9781614991519 |
| 9781614991526 | |
| ISSN | 0926-9630 |
| Digital Object Identifier (DOI) | https://doi.org/10.3233/978-1-61499-152-6-52 |
| Web Address (URL) | https://ebooks.iospress.nl/doi/10.3233/978-1-61499-152-6-52 |
| Abstract | Non-attendance represents a significant cost to many health systems, resulting in inefficiency, wasted resources, poorer service delivery and lengthened waiting queues. Past studies have considered extensively the reasons for non-attendance and have generally concluded that the use of reminder systems is effective. Despite this, there will always be a certain level of non-attendance arising from unforeseeable and unpreventable circumstances, such as illness or accidents, leading to unfilled appointments. This paper reviews current approaches to the non-attendance problem, and presents a high-level approach to fill last minute appointments arising out of unforeseeable non-attendance. However, no single approach will work for all clinics and implementation of these ideas must occur at a local level. These approaches include use of social networks, such as Twitter and Facebook, as a communication tool in order to notify prospective patients when last-minute appointments become available. In addition, teleconsultation using video-conferencing technologies would be suitable for certain last-minute appointments where travel time would otherwise be inhibiting. Developments of new and innovative technologies and the increasing power of social media, means that zero non-attendance is now an achievable target. We hope that this will lead to more evidence-based evaluations from the implementation of these strategies in various settings at a local level. |
| Keywords | Non-attendance; appointments; reminder systems; short message service; SMS; social networking; Facebook; Twitter; Skype; VoIP |
| ANZSRC Field of Research 2020 | 420308. Health informatics and information systems |
| 4609. Information systems | |
| Byline Affiliations | La Trobe University |
| University of New South Wales |
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