Using short message service text reminders to reduce ‘did not attend’ rates in sexual health and HIV appointment clinics

Abstract

‘Did not attend’ and cancellation rates were compared for two 12-month periods before (2009) and after (2012/2013) the introduction of routine short message service text reminders being sent to patients who have pre-booked appointments. After the introduction of short message service text appointment reminders, the overall ‘did not attend’ rates fell by 4% from 28% to 24% ( p < 0.005) and by 10% from 28% to 18% ( p < 0.05) for male sexual health appointments. There was no significant change in the HIV clinic ‘did not attend’ rates. In the same periods, the cancellation rates increased 4% overall (from 62% to 66%) and by 17% (from 55% to 72%) for female sexual health clinics ( p < 0.005). These results suggest that routine text reminders increase clinic attendance rates by reminding patients to attend and prompting them to cancel if they cannot come.