The Effects of Telephone Reminder Phone Calls on Failure-to-Attend Rate at a Mental Health Outpatient Clinic

By: Beatrice Cabrera, MSN, APRN-BC, FPMHNPDr. Felecia G. Wood, DSN, RN, CNL (Faculty Advisor)

Capstone College of Nursing – The University of Alabama

Patient-Related Factors for Missed Appointments

*transportation problems (Collins, 2003)*scheduling problems*had another engagement at that time (Campbell, 2009).*health beliefs of patients (Al Farris, 2002)*poor health status (van Baar, 2006)*denial of mental illness (Wogelius)*frustration about the long waiting times

in outpatient clinics (van Baar, 2006)*financial status may change (Yoon, 2005)

Treatment ComplianceThe APA designates mental disorders to include mood disorders such as depression and bipolar, psychotic disorders such as schizophrenia, anxiety disorders, dementia, attention deficit hyperactivity disorder, oppositional defiant disorder, conduct disorder, and personality disorders such as borderline or antisocial personality disorders (2000). According to the WHO, these disorders often decrease patients’ abilities to make their own decisions (2003). If people with mental illnesses do not keep up with their treatment, their mental state often deteriorates quickly (Killaspy, 2000). Often, the failure to keep up with their appointments leads to higher rates of rehospitalizations and psychiatric deterioration (Gordon, Antshel, Lewandowski, & Seigers, 2010). Other devastating effects of lack of treatment include homelessness, violence against others, and suicide (Kreyenbuhl, Nossel, & Dixon, 2009). It is vital that patients of mental health clinics make it to their appointments.

PurposeIt is the purpose of this study to evaluate the effect of making telephone reminder calls to patients at a mental health clinic on failure-to-attend (FTA) rates.

MethodThe 30-day time period for the trial group will begin after IRB approval is obtained. The patients scheduled during this time frame will receive a telephone appointment-reminder call one day prior to their appointment (trial group). Patients who were scheduled for an appointment at the clinic from the period of January 28 to March 2, 2013 did not receive a telephone appointment-reminder call prior to their appointment (control group). The FTA rates of the historical group and trial group will be determined.

Health-System-Related Factors for Missed

Appointments*miscommunication between healthcare provider and

patient (Martin, 2005)*longer waiting times for initial appointments (Parikh, Gupta, Wilson, Fields, Cosgrove, & Kostis, 2010)*dissatisfaction with the quality of the visit, the provider and/or the quality of the facility of the waiting area of the provider (Chung, 2004)*problems with interval of time between appointments (Hamilton, 2002)*problems with the administrative personnel (Hull,

2002)*location of the provider causes a problem for patients to be diligent about keeping their appointments (Lasser, 2005)

Results Historical Group Trial Group

total patients seen

total patients FTA

FTA rate

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