Showing Up and Not Giving Up: Improving WIC Show Rates and Caseload in Deschutes County


Impact Statement: 
Deschutes County Health Services (DCHS) in Oregon improved its process to increase clinic show rates and caseload for clients of the WIC program. This improvement optimized staff time and ensures access to care and benefits for these needed services in the community.

Show rates are relatively consistent across Deschutes County WIC clinic locations and in Oregon. Past attempts to increase the show rate have not resulted in substantial or sustainable increases. During annual action planning for WIC, staff decided to use quality improvement (QI) methodology to improve the show rate. Methods employed included brainstorming problems and solutions, root cause analysis, and prioritization. Prioritized solutions were implemented to increase client show rates and improve caseload. Show rate, caseload, and qualitative data were reviewed before, during, and after the QI project. Solutions included creating educational material, reviewing and modifying the current reminder process, installing a family parking sign, and modifying the operating hours. Show rates varied by site after solutions were implemented. The total show rate in Bend continues on an upward projection, but Redmond rates did not improve as notably.

Organization that conducted the QI initiative: 

Spaulding, L. Public Health Quality Improvement Exchange. Showing Up and Not Giving Up: Improving WIC Show Rates and Caseload in Deschutes County. Wed, 04/25/2018 - 09:28. Available at Accessed April 20, 2024.

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