Courtesy Calls Resonate With Ultrasound Patients

Patients who don't show for their ultrasound appointments can compromise their care and blow holes in the health care team's schedule. The Radiology lab in Lakewood, Colorado, had receptionists call patients about their ultrasound appointments a day ahead of time and provide instructions. But they still had 5 percent no-shows. With the reception area not always private, they coordinated with the general radiology technicians and other departments to divide the calls. They exceeded their goal by lowering their no-show rate to 1.92 percent in a little more than a month.

Here's What Worked

• Reviewing upcoming ultrasound appointments to schedule reminder calls
• Dividing call duties among different assigned staffers to ensure privacy
• Calling a day in advance of appointments to discuss patient instructions

What can your team do to reach out to patients? And how could your team work with other teams to improve service?