Presentation Authors: Joseph M Caputo*, Elisabeth M Sebesta, Christopher R Haas, Matthew P Rutman, Kimberly L Cooper, New York, NY
Introduction: No-show appointments weigh heavily, leading to under-utilized resources and decreased productivity for urologists. There is concern that increased lag-time (time between scheduling date and appointment date) results in higher no-show rates. We sought to investigate if there was a relationship between lag-time and no-show appointments at Columbia University Medical Center Department of Urology.
Methods: We queried new-patient appointments from 7/2017-7/2018 and excluded rescheduled and cancelled visits. We organized the appointments by sub-specialty training/practice of the urologist (general urology, voiding dysfunction/female urology, sexual dysfunction/infertility, uro-oncology, endo-urology, and reconstructive urology). We performed logistic regression analysis using daily increase as the predictor to determine the relationship between lag-time and no-show rate. We also organized lag-time into 4 categories ( < 3 days, 3-7 days, 8-14 days, >14 days) and calculated percentage of no-show appointments for each sub-specialty within each category and performed a goodness of fit model.
Results: A total of 6060 new-patient appointments were scheduled from 7/2017-7/2018. The overall no-show rate was 14.3% (865/6060). Longer lag-time resulted in statistically higher no-show rates on logistic regression for the overall practice (OR=1.02), sexual dysfunction (OR=1.03), general urology (OR=1.02), oncology (OR=1.02), and voiding dysfunction (OR=1.01) (Table). There was a positive correlation with increasing lag-time category and no-show rates for all sub-specialties (Figure). R2>0.80 for each sub-specialty, except reconstructive urology (R2=0.68).
Conclusions: Lag-time for new-patient visits is highly correlated with no-show rates. We detected a difference at the daily level with a 2% increase in the odds of a no-show with each day increase in lag-time. These findings advocate a role for ancillary providers for follow-up visits which may decrease lag-time for new-patient appointments with physicians and decrease overall no-show rates.