A phone call shortens waiting list. Interventions to reduce waiting lists and improve the performance of a pneumological clinic

Abstract

Background: Missed appointments in medical clinics are one of the most relevant factors that increase the waiting lists. This is reflected in an increase in the waiting time for visits, being not only a disservice to citizens but also an economic loss for the hospital. With this trial we wanted to evaluate the effectiveness of a phone call as a tool to remind an already fixed appointment. Methods: From February the 1st 2016 to January the 31st 2017 the nursing staff of the respiratory physiopathology clinic has daily contacted patients who had a spirometry planned in the following days to remind them of the appointment. Results: In comparison to the previous year, a 14.2% increase in appointments has been observed, for a total amount of 4916 visits (p Conclusions: With this trial we wanted to highlight the importance of patient involvement in the path towards his diagnosis, making him feel at the center of a project of care. The choice of the phone call turned out to be crucial as a direct communication tool which makes patients feel the support of healthcare and the involvement in a project. This method has therefore reached three goals: reducing missed appointments, improving service to patients and increasing the profits of the clinic.