PEDIATRICS Vol. 68 No. 6 December 1981, pp. 846-849
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Waning Effectiveness of Mailed Reminders on Reducing Broken Appointments

Dale L. Morse MD1, Molly P. Coulter MD1, Lawrence F. Nazarian MD1, and Rudolph J. Napodano MD1

1 Bureau of Disease Control, New York State Health Department, Albany; Anthony L. Jordan Health Center, and Department of Pediatrics, University of Rochester School of Medicine, and Associated Hospitals Program in Internal Medicine, University of Rochester Medical Center, Rochester, New York

Broken appointments are a major problem in many health facilities. Many studies have shown that broken appointments can be significantly reduced by mailing out appointment reminder cards. One of the first such studies was done at the Anthony L. Jordan Health Center in 1972 and showed that use of such reminders resulted in kept-appointment rates of 64% compared with 48% for control studies. Subsequently, routine use of such reminders was instituted. In March 1980, a follow-up study was conducted at the same health center to determine whether mailed reminders were still effective in reducing broken appointments. A 20% systematic random sample of 766 scheduled March appointments had their reminder cards held; the remaining 80% were mailed reminders as usual. Results showed no significant differences in "keep rates" between the two groups: 64% in those with reminders compared with 62% for those without. These findings suggest that effectiveness of mailed appointment reminders on reducing broken appointments may decrease with time.

Submitted on January 12, 1981
Accepted on March 11, 1981




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Why do patients not keep their appointments? Prospective study in a gastroenterology outpatient clinic
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