No Show Workgroup Survey Results and Recommendations Program - - PowerPoint PPT Presentation
No Show Workgroup Survey Results and Recommendations Program Improvement Advisory Committee (PIAC) Susan Dymond, RCCO 7, and Emily Berry, HCPF 4/18/18 1 Our Mission Improving health care access and outcomes for the people we serve while
Program Improvement Advisory Committee (PIAC)
Susan Dymond, RCCO 7, and Emily Berry, HCPF
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4/18/18
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➢ Timing issues (80%): includes forgot, family
➢ Transportation (46%) ➢ Staffing and attitudes (30%): includes treatment
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➢ Juggling many appointments ➢ Poor memory ➢ Mental health crisis ➢ Appointment rescheduled day before ➢ Exhaustion with newborn ➢ In hospital ➢ Bad weather/traffic
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In other words, LIFE HAPPENS
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➢ Majority went to another primary care provider
➢ Majority by automated or live phone call
appointment...we are doing our best.”
you meet at the counter, to the MAs, to the nurses and the doctors, that they should treat people on Medicaid
assumptions about them. Not everyone on Medicaid has a "choice"...many are there because of a disability or just a rough patch in life.”
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➢ Average percentages ranged from 0.5% to 50% (78% response
rate)
▪ Average = 11.57% ▪ Median = 10% ▪ Max = 50% ▪ Min = 0.5%
➢ 84% have a No Show policy
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➢ Most common: Well/Visit Preventive and Follow-Up (low acuity) ➢ Less common: Acute/Same Day and Procedure (high acuity)
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Average: 23% Median: 10% Max: 80% Min: 0.005% Average: 32% Median: 20% Max: 99% Min: 0.5%
➢ 1) Forgot appointment, 2) transportation, 3) work conflict/family
emergency/child care, 4) inconvenient appointment time
➢ Other: Unknown due to patient not responding to follow-up 12 Medicaid Medicare Commercial Self- Pay Uninsured Average 53% 8% 14% 9% 18% Median 49% 5% 10% 5% 0% Max 98% 26% 45% 35% 55% Min 6% 0% 1% 0% 0%
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Topics Suggestions from Survey Reminders
Scheduling
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Topics Suggestions from Survey Access/Barriers
power wheelchairs
Attitudes
Policy
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Topics What Has Been Effective for Providers What Providers Suggested They Can Do
Reminders
Policy
no show appointments (reminder: this is prohibited by federal law for Medicaid clients)
Procedures
and call patient to problem solve
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Topics What Has Been Effective for Providers What Providers Suggested They Can Do
Access/ Barriers/ Relationships
reminder call
patient values care
transportation during scheduling
solutions to barriers of care (transportation, child care)
manager
Education
cancel if cannot make appt
habitually no show and place with care coordinator
appointments/understand accountability
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Topics What Has Been Effective for Providers What Providers Suggested They Can Do Scheduling
months out) – depends on appt type
appointments, flexibility
scheduling
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develop relationship) Technology
text/email reminders
patient/family friendly
no show and develop a plan
➢ Consider member preferences
➢ Depends on appointment type
➢ Care coordination support
➢ Neither feel respected
➢ Incentives > Disincentives
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1) Collaborate to Increase Well Checks
toolkit (P&CI to lead) 2) Research Compensating Non-Medical Care
back (e.g. billing, other incentives) 3) Support Practices with High No Show Rates
tracking; cultural competency training for office staff) 4) Share Survey Findings and Best Practices
Transportation Benefits Collaborative
with no show rates
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Workgroup participants represented the following organizations:
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