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The effectiveness of SMS Reminders and the impact of patient characteristics on missed appointments in a public dental outpatient clinic

Bellucci, Emilia, Dharmasena, Lasitha, Nguyen, Lemai and Calache, Hanny 2017, The effectiveness of SMS Reminders and the impact of patient characteristics on missed appointments in a public dental outpatient clinic, Australasian journal of information systems, vol. 21, pp. 1-21, doi: 10.3127/ajis.v21i0.1405.

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Title The effectiveness of SMS Reminders and the impact of patient characteristics on missed appointments in a public dental outpatient clinic
Author(s) Bellucci, Emilia
Dharmasena, LasithaORCID iD for Dharmasena, Lasitha orcid.org/0000-0002-3362-4819
Nguyen, LemaiORCID iD for Nguyen, Lemai orcid.org/0000-0003-3695-7245
Calache, Hanny
Journal name Australasian journal of information systems
Volume number 21
Start page 1
End page 21
Total pages 21
Publisher Association for Information Systems
Place of publication Bruce, A.C.T.
Publication date 2017-01-18
ISSN 1449-8618
1449-8618
Keyword(s) non-attendance
SMS reminder service
public outpatient clinics
dental health services
patient demographic and appointment characteristics
Summary This paper reports on the Failure To Attend (FTA) rate of appointments as well as patients following the implementation of SMS reminders in a public dental outpatient service. Given the ineffectiveness of the intervention and a highly representative patient’s profile, this paper identifies the demographic characteristics of patients who miss all of their appointments. Data on appointment attendance, patient demographics and dental service type was collected over a time period of 46 consecutive months. Using descriptive and inferential statistics (chi-square, two sample tests and Marascuilo procedure) we found the SMS intervention was ineffective in reducing the FTA rates. Further, patients associated with high rates of non-attendance exhibited one or more of the following characteristics: male; age 26 – 44; non-concession card holders; a person of Indigenous, local, Asian or African descent, and of refugee status, persons living in low socio-economic areas; and appointments in General Care and Student Clinics. Whilst the literature overwhelmingly attributes SMS reminders to improving the attendance rate of patients in outpatient clinics, our contradictory findings suggest a more targeted approach in settings whose patients exhibit strong characteristics associated with non-attendance.
Language eng
DOI 10.3127/ajis.v21i0.1405
Field of Research 080609 Information Systems Management
150302 Business Information Systems
0806 Information Systems
1503 Business And Management
Socio Economic Objective 0 Not Applicable
HERDC Research category C1 Refereed article in a scholarly journal
ERA Research output type C Journal article
Copyright notice ©2017, The Authors
Free to Read? Yes
Use Rights Creative Commons Attribution non-commercial licence
Persistent URL http://hdl.handle.net/10536/DRO/DU:30094002

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Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.