The optometry clinic identified an opportunity to improve access to care by tracking patient no-show rates. For several months in 1996 the average no-show rate was 13 percent per month for an average of 92 unfilled appointments per month. Method Optometry clinic personnel developed and implemented a process that places standby patients in unfilled appointments resulting from no shows.
Personnel inform patients of the standby program by posting explanation notices in the waiting area.
This information is also passed on by the appointment clerks when individuals request an appointment. When non-Tricare Prime patients call for an appointment and there are none available, they are informed of the program. As non-Tricare Prime appointments become more limited, the standby program is a mechanism of increasing appointment availability for those that are eligible for care but not enrolled in Tricare. To further reduce the number of no shows, optometry personnel have begun calling patients the day before to remind them of the appointment. A system is in place to track the number of patients called, the amount of time needed to call the patients, and the impact on the process.