Journal article
Enhancing Usability of Appointment Reminders: Qualitative Interviews of Patients Receiving Care in the Veterans Health Administration
Journal of general internal medicine : JGIM, Vol.36(1), pp.121-128
01/01/2021
DOI: 10.1007/s11606-020-06183-5
PMCID: PMC7859164
PMID: 32909229
Abstract
Background No-shows are a persistent and costly problem in all healthcare systems. Because forgetting is a common cause of no-shows, appointment reminders are widely used. However, qualitative research examining appointment reminders and how to improve them is lacking. Objective To understand how patients experience appointment reminders as part of intervention development for a pragmatic trial of enhanced appointment reminders. Design Qualitative content analysis Participants Twenty-seven patients at a single Department of Veterans Affairs hospital and its satellite clinics Approach We conducted five waves of interviews using rapid qualitative analysis, in each wave continuing to ask veterans about their experience of reminders. We double-coded all interviews, used deductive and inductive content analysis to identify themes, and selected quotations that exemplified three themes (limitations, strategies, recommendations). Key Results Interviews showed four limitations on the usability of current appointment reminders which may contribute to no-shows: (1) excessive information within reminders; (2) frustrating telephone systems when calling in response to an appointment reminder; (3) missing or cryptic information about clinic logistics; and (4) reminder fatigue. Patients who were successful at keeping appointments often used specific strategies to optimize the usability of reminders, including (1) using a calendar; (2) heightening visibility; (3) piggybacking; and (4) combining strategies. Our recommendations to enhance reminders are as follows: (1) mix up their content and format; (2) keep them short and simple; (3) add a personal touch; (4) include specifics on clinic location and contact information; (5) time reminders based on the mode of delivery; and (6) hand over control of reminders to patients. Conclusions Appointment reminders are vital to prevent no-shows, but their usability is not optimized for patients. There is potential for healthcare systems to modify several aspects of the content, timing, and delivery of appointment reminders to be more effective and patient-centered.
Details
- Title: Subtitle
- Enhancing Usability of Appointment Reminders: Qualitative Interviews of Patients Receiving Care in the Veterans Health Administration
- Creators
- Alan R. Teo - VA Portland Health Care SystemEmily E. Metcalf - VA Portland Health Care SystemWynn Strange - VA Portland Health Care SystemAaron A. Call - VA Portland Health Care SystemAnais Tuepker - VA Portland Health Care SystemSteve K. Dobscha - VA Portland Health Care SystemPeter J. Kaboli - Veterans Health Administration
- Resource Type
- Journal article
- Publication Details
- Journal of general internal medicine : JGIM, Vol.36(1), pp.121-128
- Publisher
- Springer Nature
- DOI
- 10.1007/s11606-020-06183-5
- PMID
- 32909229
- PMCID
- PMC7859164
- ISSN
- 0884-8734
- eISSN
- 1525-1497
- Number of pages
- 8
- Grant note
- IIR 17-134 / Department of Veterans Affairs, Veterans Health Administration, Office of Research and Development, Health Services Research and Development (HSRD); US Department of Veterans Affairs
- Language
- English
- Date published
- 01/01/2021
- Academic Unit
- Epidemiology; Internal Medicine
- Record Identifier
- 9984359863302771
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