{"id":{"repo_id":"msu","oai_identifier":"oai:d.lib.msu.edu:dnp_64"},"canonical_url":"https://search.dev.ndltd.org/etd/msu/oai:d.lib.msu.edu:dnp_64","repository":{"repo_id":"msu","name":"Michigan State University","base_url":"https://d.lib.msu.edu/oai"},"display":{"title":"Reducing missed behavioral health appointments in a federally qualified center : a quality improvement project","abstract":"Background: The COVID-19 pandemic has highlighted the importance of mental health in public health services, leading to an increased reliance on telehealth for behavioral health care (Koonin et al., 2020). However, the shift to telehealth has been associated with higher rates of missed appointments in behavioral health settings (Koonin et al., 2020). Problem: Since January 2023, a Federally Qualified Health Center (FQHC) in Southeastern Michigan has experienced a significant increase in no-show rates compared to the periods before and during the pandemic. Purpose: This quality improvement (QI) project aimed to reduce the no-show rate by 5% by identifying barriers to attendance and implementing targeted interventions, including 24-hour appointment reminders and gratitude calls. Methods: An initial 5-question survey was used to gather data on potential barriers. Appointment data were collected from the Electronic Health Record (EHR) system. The interventions were executed using the Plan-Do-Study-Act (PDSA) model and evaluated with statistical analysis in Excel. At the conclusion of the QI project, results were analyzed to determine whether the FQHC should adopt, adapt, or abandon the interventions. Results: The FQHC no-show rate was reduced by 5% during the eight-week intervention period from 27% to 22%. Patients reported transportation and forgetfulness as contributing factors to no-shows. Transportation issues were reported by 29% of the patients in the survey.","abstract_html":"Background: The COVID-19 pandemic has highlighted the importance of mental health in public health services, leading to an increased reliance on telehealth for behavioral health care (Koonin et al., 2020). However, the shift to telehealth has been associated with higher rates of missed appointments in behavioral health settings (Koonin et al., 2020). Problem: Since January 2023, a Federally Qualified Health Center (FQHC) in Southeastern Michigan has experienced a significant increase in no-show rates compared to the periods before and during the pandemic. Purpose: This quality improvement (QI) project aimed to reduce the no-show rate by 5% by identifying barriers to attendance and implementing targeted interventions, including 24-hour appointment reminders and gratitude calls. Methods: An initial 5-question survey was used to gather data on potential barriers. Appointment data were collected from the Electronic Health Record (EHR) system. The interventions were executed using the Plan-Do-Study-Act (PDSA) model and evaluated with statistical analysis in Excel. At the conclusion of the QI project, results were analyzed to determine whether the FQHC should adopt, adapt, or abandon the interventions. Results: The FQHC no-show rate was reduced by 5% during the eight-week intervention period from 27% to 22%. Patients reported transportation and forgetfulness as contributing factors to no-shows. Transportation issues were reported by 29% of the patients in the survey.","abstract_has_math":false,"creators":["Stephen-Green, TaSharra"],"institution":null,"degree_name":null,"degree_level":null,"degree_discipline":null,"degree_department":null,"school":null,"contributors":["Bowen, Morgan"],"advisors":[],"committee_chairs":[],"committee_members":[],"year":2024,"date_issued":"2024","date_published":"2024","updated_at":"2026-07-24T03:16:39Z","subjects":["Medical appointments and schedules","Mental health services--Utilization","Patient compliance"],"languages":["English"],"rights":["In Copyright"],"rights_urls":[],"identifier_entries":[{"key":"dc:identifier","label":"Identifier","values":["dnp:64","oclc:1477989761","local:R_7fxQNAdtQv8UzdO"],"render_values":[{"text":"dnp:64","href":null,"code":true},{"text":"oclc:1477989761","href":null,"code":true},{"text":"local:R_7fxQNAdtQv8UzdO","href":null,"code":true}]}]},"links":{"outbound_url":"https://doi.org/doi:10.25335/ws1g-wp53","outbound_label":"DOI","outbound_source":"dc:identifier"},"metadata_groups":[{"id":"people","label":"People","entries":[{"key":"dc:contributor","label":"Contributor","values":["Bowen, Morgan"]},{"key":"dc:creator","label":"Author","values":["Stephen-Green, TaSharra"]}]},{"id":"academic_context","label":"Academic Context","entries":[{"key":"dc:coverage","label":"Dc Coverage","values":["Michigan"]},{"key":"dc:date","label":"Dc Date","values":["2024"]},{"key":"dc:relation","label":"Dc Relation","values":["Doctor of Nursing Practice Projects"]},{"key":"dc:type","label":"Dc Type","values":["Text","Theses"]}]},{"id":"subjects_keywords","label":"Subjects and Keywords","entries":[{"key":"dc:subject","label":"Dc Subject","values":["Medical appointments and schedules","Mental health services--Utilization","Patient compliance"]}]},{"id":"language_rights","label":"Language and Rights","entries":[{"key":"dc:language","label":"Dc Language","values":["English"]},{"key":"dc:rights","label":"Dc Rights","values":["In Copyright"]}]},{"id":"identifiers","label":"Identifiers","entries":[{"key":"dc:identifier","label":"Identifier","values":["dnp:64","oclc:1477989761","local:R_7fxQNAdtQv8UzdO","https://doi.org/doi:10.25335/ws1g-wp53"]}]},{"id":"additional","label":"Additional Metadata","entries":[{"key":"dc:description","label":"Description","values":["Background: The COVID-19 pandemic has highlighted the importance of mental health in public health services, leading to an increased reliance on telehealth for behavioral health care (Koonin et al., 2020). However, the shift to telehealth has been associated with higher rates of missed appointments in behavioral health settings (Koonin et al., 2020). Problem: Since January 2023, a Federally Qualified Health Center (FQHC) in Southeastern Michigan has experienced a significant increase in no-show rates compared to the periods before and during the pandemic. Purpose: This quality improvement (QI) project aimed to reduce the no-show rate by 5% by identifying barriers to attendance and implementing targeted interventions, including 24-hour appointment reminders and gratitude calls. Methods: An initial 5-question survey was used to gather data on potential barriers. Appointment data were collected from the Electronic Health Record (EHR) system. The interventions were executed using the Plan-Do-Study-Act (PDSA) model and evaluated with statistical analysis in Excel. At the conclusion of the QI project, results were analyzed to determine whether the FQHC should adopt, adapt, or abandon the interventions. Results: The FQHC no-show rate was reduced by 5% during the eight-week intervention period from 27% to 22%. Patients reported transportation and forgetfulness as contributing factors to no-shows. Transportation issues were reported by 29% of the patients in the survey.","Thesis (D.N.P.)--Michigan State University. Psychiatric mental health practitioner, 2024","Includes bibliographical references (pages 28-32)"]},{"key":"dc:format","label":"Dc Format","values":["52 pages","application/pdf"]},{"key":"dc:title","label":"Title","values":["Reducing missed behavioral health appointments in a federally qualified center : a quality improvement project"]}]}],"canonical_facts":{"dc:contributor":["Bowen, Morgan"],"dc:coverage":["Michigan"],"dc:creator":["Stephen-Green, TaSharra"],"dc:date":["2024"],"dc:description":["Background: The COVID-19 pandemic has highlighted the importance of mental health in public health services, leading to an increased reliance on telehealth for behavioral health care (Koonin et al., 2020). However, the shift to telehealth has been associated with higher rates of missed appointments in behavioral health settings (Koonin et al., 2020). Problem: Since January 2023, a Federally Qualified Health Center (FQHC) in Southeastern Michigan has experienced a significant increase in no-show rates compared to the periods before and during the pandemic. Purpose: This quality improvement (QI) project aimed to reduce the no-show rate by 5% by identifying barriers to attendance and implementing targeted interventions, including 24-hour appointment reminders and gratitude calls. Methods: An initial 5-question survey was used to gather data on potential barriers. Appointment data were collected from the Electronic Health Record (EHR) system. The interventions were executed using the Plan-Do-Study-Act (PDSA) model and evaluated with statistical analysis in Excel. At the conclusion of the QI project, results were analyzed to determine whether the FQHC should adopt, adapt, or abandon the interventions. Results: The FQHC no-show rate was reduced by 5% during the eight-week intervention period from 27% to 22%. Patients reported transportation and forgetfulness as contributing factors to no-shows. Transportation issues were reported by 29% of the patients in the survey.","Thesis (D.N.P.)--Michigan State University. Psychiatric mental health practitioner, 2024","Includes bibliographical references (pages 28-32)"],"dc:format":["52 pages","application/pdf"],"dc:identifier":["dnp:64","oclc:1477989761","local:R_7fxQNAdtQv8UzdO","https://doi.org/doi:10.25335/ws1g-wp53"],"dc:language":["English"],"dc:relation":["Doctor of Nursing Practice Projects"],"dc:rights":["In Copyright"],"dc:subject":["Medical appointments and schedules","Mental health services--Utilization","Patient compliance"],"dc:title":["Reducing missed behavioral health appointments in a federally qualified center : a quality improvement project"],"dc:type":["Text","Theses"]},"updated_at":"2026-07-24T03:16:39Z"}