Pal B, Taberner D A, Readman L P, Jones P
South Manchester University Hospitals NHS Trust, UK.
Int J Clin Pract. 1998 Sep;52(6):436-7.
We undertook a survey of 2555 outpatients (both new and review) to look at the reasons for high non-attendance (DNA) rates. Completed questionnaires (n = 983, 38.5% response) indicated the main reasons: forgetting or not receiving the appointment because of illness, and less often because of feeling better; transport problems; and short notice. Our remedial actions included improving the clerical system, announcing DNA rates on a regular basis in GP surgeries and in the outpatient department, introducing a tear-off slip with the appointment letter for patients to return, installing a free answerphone, active GP/consultant involvement in DNA-related problems and local publicity campaigns. A new scheme in our trust--outpatient telephone follow-up--may also help in reducing DNA rates.
我们对2555名门诊患者（包括初诊和复诊患者）进行了一项调查，以探究高失约率的原因。完成的调查问卷（n = 983，回复率38.5%）表明了主要原因：因生病忘记或未收到预约通知，较少情况下是因为感觉好转；交通问题；以及通知时间过短。我们采取的补救措施包括改进文书系统，在全科医生诊所和门诊部定期公布失约率，随预约信附上可撕下的回执供患者返还，安装免费答录机，全科医生/顾问积极参与处理与失约相关的问题以及开展当地宣传活动。我们信托机构的一项新计划——门诊电话随访——可能也有助于降低失约率。
