Author Type

Graduate Student

Date of Award

2024

Document Type

Capstone

Publication Status

Version of Record

Submission Date

October 2026

College Granting Degree

Christine E. Lynn College of Nursing

Abstract

This QI project assessed the effectiveness of scripted follow-up telephone calls in improving patient satisfaction and reducing no-show rates at my project site. This project aimed to identify whether maintaining caring-based communication patterns could produce patient involvement and clinic functional efficiency improvements using a pre- and post-intervention design. This study presents qualitative data collected from 13 patients before and after the intervention, which involved receiving scripted monthly phone calls. The results showed that although patient satisfaction scores remained stable, it was impossible to attribute the improvement fully. The mean satisfaction scores increased from 6.33 before the intervention to 22.54 and 19.00 60 days later. Missed appointment rates remained elevated, with an average of 2.08. The study discovered no statistically significant link between missed appointments and satisfaction scores. This suggests that external factors influenced patient compliance, as evidenced by paired sample t-tests and correlation analyses in SPSS. The intervention, therefore, did not bring forth significant improvements in patient satisfaction or compliance but established the capacity for follow-up calls to strengthen satisfaction and patient commitment. The study concluded that individualized and integrated communication improved patient-clinician relationships, decreased no-show rates, and enhanced clinic productivity. Future communication strategies should include a variety of outreach methods and address logistical challenges in order to maximize their impact on patient outcomes and clinic operational efficiency.

Extent

39 p.

Identifier

faudnp000106

Format

pdf

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