Beruflich Dokumente
Kultur Dokumente
Attendance
Rebecca Heming, Dietetic Intern; Austin Shelly, RD; Angie Hasemann Bayliss, MS, RDN, CSP
University of Virginia Health System, Charlottesville, VA
INTRODUCTION METHODS
❖ No-shows are a common problem for dietitians, especially those working in outpatient ❖ A review of the current evidence on no-show rates was performed.
or private practice settings.
❖ Data was collected from EPIC on NCC’s no-show rates over the past seven months was
o No-shows are defined as patients who do not arrive for their appointments and do
reviewed.
not call ahead of time to cancel or reschedule.
❖ Meetings were held with the NCC team to determine which evidence-based practices
❖ The adverse effects of no-shows include loss of revenue and a resultant increase in
would be best to implement first.
healthcare costs, increased wait times, staffing challenges, decreased access to care, ❖ A multi-pronged strategy was developed which utilizes logistical and dietitian specific
and reduced clinic efficiency.1.2 skills.
❖ Furthermore, patients are more likely to have worse outcomes due to lack of o A clear no-show policy was produced and added to EPIC to be sent to patients who
continuity of care, reinforcement, and individualization of treatment.1,2 missed two appointments.
❖ Little data exists of no-show rates specific to dietitians.
o An agenda map was created to be used in session with clients to clarify their goals and
BACKGROUND
determine which topics should be addressed at the next appointment.
❖ The Nutrition Counseling Center at Northridge (NCC) had a combined cancellation and o A patient feedback card was constructed to guide future improvement initiatives.
no-show rate of 41% from May through February 2019, with more initial visits no- o Patient success stories were collectedRESULTS
to create marketing materials to attract new
showing compared to follow-ups. clients.
NCC Initial Appointment Combined No-Show & Cancellation Rate NCC Follow-Up Appointment Combined No-Show & Cancellation Rate
52% 54% Agenda Map No-Show Policy Patient Feedback
51% 50% 51%
44% 47% 43% 44% 43% Card
38% 38%37% The agenda maps Despite
30%
35% 36% 36% Patients who no-show or
28% 28%30%
continue to be cancel with less than 24 encouragement
tweaked to best hours notice three times from the NCC team,
Percentage
Percentage