Title: Missed Appointment Sub title: Colposcopy Service Patient Engagement Project

Nature of the problem Clinicians eager to find out why? DNA Rate 34% new + return

Methodology Structured/scripted telephone questionnaire 3 researchers 12 working days/ 80 hours.

Main reason for non attendance Lack of notification (27%) Did not receive appointment letter (82%) Know that in 28% of these cases the contact details were incorrect. received letter but not given adequate notice (18%) Forgot’ (22%) Ill health (20%) Another (i.e work, transport, carers issues) (31%)

Did you try to cancel? 32 % had tried to cancel/ re-arrange of which: 50% had difficulty contacting outpatients because the telephone was unanswered, put on hold or passed around. 19% had been recorded as DNA despite them cancelling their appointment

What would help flexible approach to booking their appointment, option to choose day, time and venue Appointment reminders either by text, letter or telephone ‘ a dedicated contact number’ More flexibility in clinic times, out of work hours or weekends Improved transport infrastructure

Outcome Results shared with variety of audiences Referral protocols reviewed Review DNA Policy Patient information leaflet/website.