WHY DO OUTPATIENTS FAIL TO KEEP THEIR CLINIC APPOINTMENTS - RESULTS FROM A SURVEY AND RECOMMENDED REMEDIAL ACTIONS

We undertook a survey of 2555 outpatients (both new and review) to loo k at the reasons for high non-attendance (DNA) rates. Completed questi onnaires (n=983, 38.5% response) indicated the main reasons: forgettin g or not receiving the appointment because of illness, and less often because of feeling better; transport problems; and short notice. Our r emedial actions included improving the clerical system, announcing DNA rates on a regular basis in GP surgeries and in the outpatient depart ment, introducing a tear-off slip with the appointment letter for pati ents to return, installing a free answerphone, active GP/consultant in volvement in DNA-related problems and local publicity campaigns. A new scheme in our trust - outpatient telephone follow-up - may also help in reducing DNA rates.