Strategies to improve appointment no show rate at a rural healthcare clinic
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In a faith-based rural healthcare clinic located in the south-central part of the United States (US), patient loss to follow-up appointments is the primary problem of the agency. Appointment nonadherence creates an inability to effectively manage patient disease processes which leads to poor patient outcomes. Missing scheduled appointments may also lead to medication nonadherence, increased morbidity, and exacerbation of complications related to the chronic diseases that are prevalent among the clinic’s patients (Crutchfield & Kistler, 2020). The purpose of this project is implementation of strategies to decrease the average no show rate of patients at a rural faith-based healthcare clinic. This project was guided by the Iowa Model Revised: Evidence-Based Practice to Promote Excellence in Healthcare (Iowa Model) and the Health Promotion Model (HPM) by Nola Pender. Findings in literature demonstrate the usefulness of case management (CM) in a patient-centered medical home (PCMH) as a method of delivering person-centered care along with building a relationship of trust. These findings led to the adoption of the Care Manager [nurse case manager (NCM)] role and Health Information Portability and Accountability Act (HIPAA) compliant text message (TM) program. The change in practice is adopted by the agency and is sustained through integration within the agency’s clinic workflow process with assessment of key indicators annually to assure ongoing quality. Ultimately, the implementation of practice change at this rural healthcare clinic will improve adherence to appointments and ensure that patients have routine access to quality health care. This will lead to improved patient outcomes by creating a PCMH and the secondary desired effect of more efficient utilization of volunteer time and increased satisfaction of the healthcare provider, nurses, and support staff.
Acknowledgments: Fannin Health Clinic Board and Volunteers, Charlotte Kearney, Mary Manning, Angela Nelms, and Dianne Lehde as team members
Type | DNP Capstone Project |
Acquisition | Self-submission |
Review Type | None: Degree-based Submission |
Format | Text-based Document |
Evidence Level | Quality Improvement |
Research Approach | Translational Research/Evidence-based Practice |
Keywords | Low Income; Case Management; Rural Healthcare Clinic; Appointment No Show; Faith-Based; Text Message; Patient-Centered Medical Home |
Grantor | Samford University |
Advisor | Coleman, Jennifer |
Level | DNP |
Year | 2021 |
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