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Improvement Intervention in 2009

Teen Clinic and New Patient Appointments


Aim:     Increase utilization of Teen Clinic and decrease no shows of new patients

Measures: Number of scheduled and missed appointments.

Study Question: Would reminder calls work for our medically underserved, urban Latino/immigrant population, given our historical problems with reaching patients by phone, due to incorrect or disconnected phone numbers.

Changes Tested: All Teen Clinic patients were called by their support worker before the Teen Clinic. All New Patients were called 3 days prior to their appointment




Some Details on the Changes:

    • Calls were successful despite initial concerns about the accuracy of phone numbers in a population which often is between phone services.
    • Calls resulted in a downward trend and shift in no-shows for Teen Clinic Patients from over 30% to 10%
    • Additional benefit of increased cancellations and rescheduled appointments, allowing better use of the teen clinic appointment slots.
    • Calls of new patients resulted in a downward trend in no shows to 10% from over 20%.
    • Spread of change: use of reminder calls to be also utilized for well-patient visits following the implementation of an automated calling system.


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