Improving pain clinic outcomes with preappointment surveys: data-driven policy change.

Abstract

Objectives: Previous research has demonstrated that having patients complete an optional preappointment survey can increase their likelihood of attending their appointment. However, there is no literature examining how requiring preappointment engagement affects outcomes. The current study aimed to investigate the impact of mandatory preappointment surveys on patient show rates and wait-list times and provide guidance for implementing data-driven policy change.

Study design: This study examined show rates and wait-list times during the 1 year before and 1 year following a policy change requiring new patients to complete preappointment surveys before they are scheduled. The χ2 test of homogeneity was used to determine changes between pre- and post-policy change show rates, and an independent t test was used to examine changes in wait-list time.

Methods: This study examined the medical records of 275 youth with intake appointments at an interdisciplinary chronic pain management clinic at a large hospital. A retrospective chart review was conducted to determine changes in patient show rates and wait-list times.

Results: Findings demonstrated that patient show rates increased from 78.8% to 86.1% after the policy change, and average wait-list time decreased by 55.2% from the year before the policy change.

Conclusions: This study's findings provide evidence that requiring patients to complete a preappointment survey before being scheduled significantly improved show rates and decreased wait-list times in a pediatric pain clinic. Providers should balance benefits with potential limitations, such as restricting access to care, when implementing such a policy change. This study also offers practical guidance for implementing data-driven policy change in health care settings.