119 - Reducing Missed Appointment Rates for Pediatric Dental Patients with Phone Reminder

Abstract: ABSTRACT

Purpose: This study evaluated whether personalized phone call reminders by providers could reduce missed dental appointments among new, recall, and basic operative pediatric patients (ages 0-17) at the Waianae Coast Comprehensive Health Center in Hawaii.

Methods: The sample included pediatric dental patients scheduled for recall exams, new patient visits, and basic operative appointments. The intervention involved personalized reminder calls to address missed appointments. The Plan-Do-Study-Act (PDSA) methodology was used to compare the Total Missed Appointment Rate (TMAR) between pre- and post-intervention phases. A control chart analyzed process stability and variability.

Results: The intervention had minimal impact on average TMAR across patient categories, with only slight changes in each group. For new patients, the missed appointment rate increased marginally from 40% to 41%, although variability improved, shown by a decreased sigma value and a higher variability index of 1.03. Recall patients maintained a steady missed appointment rate of 39%, while process control improved, as indicated by a decrease in the stability index from 1.09 to 1.03. Basic operative patients had a slight TMAR increase from 43% to 44%, with improved process stability reflected by narrower control limits and no out-of-control points.

Conclusion: While the intervention did not significantly reduce the average TMAR, it improved appointment adherence stability. Further PDSA cycles may help identify successful interventions for reducing missed appointments.

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