One call solves all at dietetic clinic

One call solves all at dietetic clinic

A new patient orientated approach to bookings by the hospital’s dietetic clinic has seen a dramatic drop in appointment non-attendance, from 50 per cent of patients to zero in the last 6 months.

Dietitian Nicole Walker found that with one call both she and her patients are getting more out of appointments.

“The high level of non-attendance meant clinician’s time was being wasted and the waiting list of people who weren’t being seen was growing.

“By calling the patient directly, confirming their appointment time, and what they wanted to achieve, the patient felt more in control, better cared for, and also came more prepared to their appointments.

“I can tell them exactly what they need to do, whether to create a food diary or bring in any extra information.

“I went from having 30 to 40 patients on my waitlist down to zero and patients only waiting two to ten working days for an appointment.”

“By creating this relationship the patients feel more obligated to show up and feel like they already know me. Just through one phone call the appointment became far more personalised.”

Nicole says that it takes her about 30 minutes to call her patients per week, but she estimates that she’s saving two to three hours a week through the reduction of non-attendances.

“If they have any simple enquiries that can be attended to over the phone I can help them on the spot, rather than having them come all the way into the clinic.

“It also allows me to discover who physically cannot attend appointments and refer the community dietetic service.”

Nicole will present her findings at the national meeting of the New Zealand Society for the Study of Diabetes on the first week of May.

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