Project: Lowering No-Show Rates at 1801 Clinic by 10% Drivers To Work On 1. Patient Feedback on Missed Appointments, Process Measure % of patients that missed thelr previous appointment fill out a form on why they missed their previous appointment (looking for reasons for systematic improvement), at check-in before they are seen, Goal ‘95% of patients receiving and completing the form at check-in. 2. Daily Appointment Reminders that Require Confirmation °% of no-shows that confirm appointments Establish a baseline % to improve on. 3. Same-Day Follow-Up on Missed Appointments %6 of no-shows that are contacted same day to '95% of no-shows being contacted on the same reschedule appointments day. Driver # Change Idea Tasks to Prepare for Tests PDSA Timeline 1 | Provide questionnaire tofind the reason why | Need tomake sure there are enough | Secretary willhandthe patient’ | 10 weeks the patient missed the last appointment questionnaires forall patients, Educate | questionnaire at check-in and will | - 2 weeks of before they are seen at thelr next staff that patients must complete the | not call the patient back until form | Testing ‘appointment. Evaluate the patient’s reason to | questionnaire kefore being seen. is completed, = 8 weeks of 100k for common reasons and systematic Implementation failures. 2 | Establish a system that sends appointment | Educate patients on what to expect from | Have a patient checklist for each | 10 weeks reminders that requires confirmation daily _| the appointment reminders. Ask patient that the nurse or doctor | - 2 weeks of starting the week before the appointment via: | patients for the best phone numbers _| can use to verify: if they have Testing phone call, text message, or email. and email addresses to reach them. Ask | educated the patient, ifthey have | - 8 weeks of their preference on which modality they | best phone numbers and/or email | Implementation would like to receive reminders by. address, and what modality do they prefer for reminders. 3. | Establish a system (or have a person call) the | Ask patients for the best phone numbers | Have the care team keep track of | 10 weeks no-show the day of that states “Sorry we and email addresses to reach them. how many no-show’s there are | - 2 weeks of ‘missed you" and that provides contact each day and how many of those | Testing information to make a new appointment via: were contacted. - 8 weeks of phone call, text message, or email. Implementation