Advanced Search
MyIDEAS: Login

Implementing innovation in the UK National Health Service A case study in patient compliance

Contents:

Author Info

  • Robin Milne
  • Stewart Cully

Abstract

Missed appointments are a common form of patient non-compliance. One reason often given is they had been forgotten. We evaluate two recent innovations to address this problem introduced at one of the Scottish health boards to increase compliance at consultant-lead outpatient clinics. Patients with long waits were more likely to miss their appointment, but not, apparently, because they were more likely to forget it. Nevertheless, both innovations made a big difference and, combined, reduced recorded non-attendance rate by 90%. The administrative innovation changed the way appointments were made. At its most basic, bookings were made no more than five to seven weeks in advance, at no additional cost. Some of these patients also had to confirm their appointment. This reduced non-attendance still further, but at a cost of at least £150 per missed appointment avoided. The technological innovation used SMS and E-mail messages to send last minute reminders. It more than halved non-attendance, but the inability to collect contact details limited it applicability, and few of the patients reached provided contact details. Some fifty to one hundred messages have had to be sent to avoid one missed appointment. However, the use of the NHS network avoided significant recurrent costs.

Download Info

If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
File URL: http://www.gla.ac.uk/media/media_35287_en.pdf
Download Restriction: no

Bibliographic Info

Paper provided by Business School - Economics, University of Glasgow in its series Working Papers with number 2007_20.

as in new window
Length:
Date of creation: Jun 2007
Date of revision:
Handle: RePEc:gla:glaewp:2007_20

Contact details of provider:
Postal: Adam Smith Building, Glasgow G12 8RT
Phone: 0141 330 4618
Fax: 0141 330 4940
Web page: http://www.gla.ac.uk/schools/business/research/
More information through EDIRC

Related research

Keywords: Outpatient services; Did not attend; SMS messages; Partial booking; Patient focussed booking;

References

No references listed on IDEAS
You can help add them by filling out this form.

Citations

Lists

This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

Statistics

Access and download statistics

Corrections

When requesting a correction, please mention this item's handle: RePEc:gla:glaewp:2007_20. See general information about how to correct material in RePEc.

For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Jeanette Findlay).

If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

If references are entirely missing, you can add them using this form.

If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

Please note that corrections may take a couple of weeks to filter through the various RePEc services.