Comparing kept appointment rates when calls are made by physicians versus behavior health technicians in inner city hospital: literature review and cost considerations.

Dropping out of scheduled care leads to medication non adherence, increased morbidity, relapse and readmission rates. As part of a performance improvement project to increase attendance rates at our outpatient clinic, psychiatric residents and Behavioral Health Technicians made reminder telephone calls under similar circumstances. We compared follow up appointment rates in the two groups. Our analysis showed that there was no significant difference in the rates of kept appointment overall between the two groups. The important finding is physician time could be better spent in other patient care duties and reminder calls could be delegated to other health staff.