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Binnie, James and Boden, Zoë
(2016).
DOI: https://doi.org/10.1108/MHRJ-12-2015-0038
Abstract
Purpose – Research demonstrates that non-attendance at healthcare appointments is a waste of scarce
resources; leading to reduced productivity, increased costs, disadvantaged patients through increased
waiting times and demoralised staff. The purpose of this paper is to investigate non-attendance and
implemented interventions to improve practice.
Design/methodology/approach – A mixed methods service audit took place in a primary care
psychological therapies service. Existing service guidelines and reporting systems were reviewed.
A cross-sectional design was used to compare a year’s cohort of completers of cognitive behavioural therapy
(CBT) (n = 140) and drop-outs (n = 61).
Findings – Findings suggested contrasting guidelines and clinically inaccurate reporting systems. The overall
service did not attend (DNA) rate was 8.9 per cent; well below rates suggested in the literature. The drop-out
rate from CBT was 17 per cent. The most influential factor associated with CBT drop-out was the level of
depression. The level of anxiety, risk ratings and deprivation scores were also different between completers and
drop-outs. The main reasons given for non-attendance were forgetting, being too unwell to attend, having other
priorities, or dissatisfaction with the service; again these findings were consistent with prior research.
Originality/value – A range of recommendations for practice are made, many of which were implemented
with an associated reduction in the DNA rate
CORE (COnnecting REpositories)
CORE (COnnecting REpositories)
