176,000 missed appointments: Eastern Health cracks down on 'no shows'
Tougher re-booking policy, reminder phone calls part of new policy
The largest health authority in Newfoundland and Labrador is getting tough with patients who don't show up for appointments at specialty clinics.
As of Nov. 28, no shows will have to get a second referral letter from their physician before they're rebooked, unless they can show extenuating circumstances such as a family emergency or death, or severe weather such as blizzards or hurricanes.
The adult ambulatory clinics are busy spots, with about 1.6 million appointments every year. While patients can wait months to see a specialist, thousands don't show and don't call when they are scheduled.
It means a delay or lost opportunity for others on our clinical wait lists, who need to be seen sooner, rather than later.- David Diamond, Eastern Health
In announcing the crackdown Monday, Eastern Health said in 2015-16, about 11 per cent of patients either did not show up for appointments, or did not cancel with the required 48 hours notice.
The health authority says that amounts to 176,000 missed appointments in areas such as endoscopy, orthopedics, and diagnostic imaging.
"There is no time to offer that appointment to someone else, resulting in wasted resources of both staff and equipment," said CEO David Diamond in a news release.
"It means a delay or lost opportunity for others on our clinical wait lists, who need to be seen sooner, rather than later."
Eastern Health has also set up a new automated notification system to remind people about appointments with endoscopy services.
Patients will get a phone call seven days before their appointment, so they can confirm or cancel.
The pilot project will be expanded to include endoscopy services at the province's other three health authorities, and will eventually include text and email options for notification.