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

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

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

4. 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%)

5. 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

6. 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

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