THE IMPACT OF A SCHEDULING MEETING HELD WITHIN PATIENTS NEIGHBORHOOD - DO PATIENTS MISS LESS APPOINTMENTS?

INTRODUCTION / OBJECTIVES In the context of the Family Health Strategy, where panel of patients are defined geographically, the distance to the health service is related to a higher rate of no-show. To handle this issue, a team of family doctors from São Paulo held regular appointments scheduling meetings in community centers of the patients neighborhood. This study aims to identify the impact of this strategy on no-show rate. METHODOLOGY Meetings on the neighborhood were settled within one week in advance, to schedule appointments for the next two weeks. Schedules of each meeting were recorded. Appointments that remained vacant after the meeting were made available directly on the health service later. After 6 weeks, medical appointments were evaluated to assess the no-show rates among patients scheduled by the meeting or at the front desk of health service. RESULTS AND CONCLUSION 329 people were scheduled, 17.6% at the neighborhood meeting and 82.3% at the front desk. The non-attendance from the meeting was 12.1% versus 29.2% for patients scheduled in the service. Patient gender and appointment´s hour had no impact in absent rates - however, controlling maximum waiting time for consultation when scheduling in the meeting (15 days versus 2 months at the front desk) and organizing appointments through clinical needs did. The results suggest that the meeting is an effective strategy for schedule organization, with a positive impact on no-show rates and with potential to improve the bond between patients and providers.