The No-Show Patrol Aims to Decrease the No-Show Rate and Improve Performance in Public Health

Summary

Impact Statement: 
A knowledgeable and involved team, subject matter expertise, and the Kaizen improvement method helped the Madison County Health Department reduce their client no show rates in the Family Planning Clinic. Root cause analysis led the team to create standardized process procedures, client scheduling and follow up protocols, and internal and external communications. Improvements achieved include: • Reduction in no show rates - 10% • Reduction in wait time for appointments by - 2-4 weeks • Increased staff efficiency + 4.2 hours / week • Increased client satisfaction • Improved clinic and staff teamwork and communication.
Summary: 
We at MCHD aim to reduce the No Show Rate in our Family Planning Clinic from 35%-25%. This is important because we want to maximize available clinic time. We will accomplish this by establishing standardized procedures, patient follow up protocols, and communication methods for all stakeholders.
Organization that conducted the QI initiative: 
Madison County Health Department (MCHD)
Citation: 

Wallin, R. Public Health Quality Improvement Exchange. The No-Show Patrol Aims to Decrease the No-Show Rate and Improve Performance in Public Health. Wed, 07/29/2015 - 11:06. Available at https://www.phqix.org/content/no-show-patrol-aims-decrease-no-show-rate-and-improve-performance-public-health. Accessed May 27, 2018.

Submission Status: 
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Link to the resource where this submission is also published: 
http://www.centerforpublichealthquality.org/index.php/theqitoolbox/qi-project-profile-tool