Maximising patient attendance

Effective communication with a patient about their appointment/s can maximise their attendance and supports more informed self-management. 

Communication processes to maximise patient attendance at appointments include:

• Ensuring that the appointment details have been communicated with the patient in a manner that meets their needs and preferences (for example, using preferred name, language) and at an agreed time and date
• Including support workers, carers or a nominated contact in communications about planned appointments, if agreed with the patient
• Liaising with other healthcare providers involved in the patient’s care such as a general practitioner, rural generalist or care coordinator to identify opportunities for patients to attend
• Considering opportunities to extend or varying operating hours 
• Adopting a flexible rescheduling and cancellation policy
• Ensuring a safe and welcoming environment is provided for the patient population
• Providing a reminder service for patients either by phone, SMS or email.

To enable effective communications, patient contact details must be recorded at the time of appointment booking. Healthcare services should ensure that the patient’s contact details remain up to date at each episode of care to facilitate future follow-up care and treatment. 

For walk-in appointments, these communication strategies can be engaged for follow-up appointments where relevant.

How does your healthcare service communicate planned appointments to patients? 

• Develop and implement communication processes to maximise patient attendance at planned appointments.

The type and comprehensiveness of evidence used is dependent on each healthcare service context. The content and complexity of the policies and processes will likely depend on the size of the healthcare service, but could include:

• Process for booking appointments 
• Communication processes used prior to an appointment 
• Examples of appointment reminders such as phone records in patient healthcare records, text messages or email reminders.

• Resources relating to this Action may be added as they become available.