The Effectiveness of Using MySMS in Reducing No-show Rate in Dietetic Clinic, Hospital Sultan Ismail, Johor Bahru

Jurnal Sains Kesihatan Malaysia Pub Date : 2021-01-26 DOI:10.17576/JSKM-2021-1901-01

Eliza Yen Sim Wong, Suriyanti Muhi, Haslizawani ALI AKHBAR, Norlizawarni Jasmawardi, Yee Ching Koh, Salha MOHAMED NOR, C. Chong

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Abstract

No-show or non-attendance at outpatient appointments are one of the most challenging operational issues in health care clinics, including dietetics outpatient clinics. No-show has a negative impact on the efficiency and effectiveness of delivery of outpatient care in a hospital setting. This can negatively affect the patient’s short term and long-term well-being to due missed opportunity to address the patient’s nutrition issue in a timely manner. This study aims to investigate the reasons for no-show and thus to reduce the no-show rate in diet clinic to less than 25%. The initial phase of the study was conducted from June to September 2017 at Hospital Sultan Ismail’s diet clinic. No-show cases were identified using system data. No-show patients or guardian of no-show patients were contacted to record the reason for missing the appointments. Descriptive analysis was used to analyze the results. Strategy for change was planned and implemented to target the major reason for no-show. The pre-remedial phase result shows a no-show rate of 40.7%. 102 patients were contacted (34%, n=102) to identify their reason of non-attendance to diet clinic. Paediatric patients aged >1 to 12 years contributed the highest percentage of no-show (37.3%, n=38). The major reasons identified for no-show are forgetting and remembered wrong appointment date (35.3%, n=36), followed by ill or admitted to ward (13.7%, n=14) and others (12.7%, n=13) such as personal issues and school examination. Remedial measure using Short Message Service (MySMS) resulted in a reduction of no-show rate to 22.2% which achieved our standard of less than 25% (p<0.05). Automated reminder using Short Message Service (MySMS) is found to be effective in reducing no-show rate. Periodic audit is needed to ensure continuous effectiveness of remedial measure. Further studies need to be conducted in weighing the cost effectiveness of this method for long term run. DOI : http://dx.doi.org/10.17576/JSKM-2021-1901-01

查看原文本刊更多论文

新山苏丹依斯迈医院饮食诊所使用MySMS降低失诊率的效果

不露面或不参加门诊预约是医疗诊所（包括饮食门诊）最具挑战性的操作问题之一。没有演出会对医院门诊服务的效率和有效性产生负面影响。由于错过了及时解决患者营养问题的机会，这可能会对患者的短期和长期健康产生负面影响。本研究旨在调查无症状的原因，从而将饮食临床的无症状率降低到25%以下。该研究的初始阶段于2017年6月至9月在苏丹伊斯梅尔医院的饮食诊所进行。使用系统数据未发现任何演出案例。联系未就诊患者或未就诊患者的监护人，记录错过预约的原因。采用描述性分析对结果进行分析。制定并实施了变革战略，以针对未露面的主要原因。治疗前阶段的结果显示，无症状率为40.7%。联系了102名患者（34%，n=102），以确定他们不去饮食诊所的原因。年龄>1至12岁的儿科患者无症状的比例最高（37.3%，n=38）。未露面的主要原因是忘记和记住了错误的预约日期（35.3%，n=36），其次是生病或住进病房（13.7%，n=14）以及其他原因（12.7%，n=13），如个人问题和学校考试。使用短信服务（MySMS）的补救措施将未显示率降低到22.2%，达到了我们低于25%的标准（p<0.05）。使用短信服务的自动提醒在降低未显示率方面被发现是有效的。需要定期审计，以确保补救措施的持续有效性。需要进行进一步的研究来权衡这种方法的长期成本效益。DOI：http://dx.doi.org/10.17576/JSKM-2021-1901-01

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来源期刊

Jurnal Sains Kesihatan Malaysia

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审稿时长

12 weeks