What caused the sudden 30% increase in appointment cancellations for UW Health's primary care clinics last week?

Introduction

A sudden 30% increase in appointment cancellations for UW Health's primary care clinics last week is a significant issue that requires immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for the healthcare provider and its patients.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be a seasonal trend. Has there been a similar pattern in previous years during this time?

Why it matters: Seasonal trends could explain the spike and inform our approach. Expected answer: No similar pattern in previous years. Impact on approach: If not seasonal, we'll focus on recent changes or events.

• Considering the scale of the increase, I'm wondering if there have been any recent changes to the appointment booking or cancellation process. Have any new features or policies been implemented recently?

Why it matters: Recent changes could directly impact user behavior. Expected answer: A new online cancellation feature was introduced two weeks ago. Impact on approach: If confirmed, we'd investigate the new feature's usability and impact.

• Given the specificity to primary care, I'm curious about the performance of other departments. Are other specialties experiencing similar cancellation rates?

Why it matters: Helps determine if this is a primary care-specific issue or a broader trend. Expected answer: Other departments are not seeing the same increase. Impact on approach: If isolated to primary care, we'd focus on factors unique to this department.

• Considering potential external factors, has there been any significant local news or events that might affect patient behavior?

Why it matters: External events could explain the sudden change in cancellations. Expected answer: No major local events or news stories. Impact on approach: If no external factors, we'd focus more on internal processes and systems.

• Thinking about data integrity, I'm wondering if there have been any changes to how cancellations are tracked or reported. Has the definition or measurement of cancellations remained consistent?

Why it matters: Ensures we're dealing with accurate data and not a reporting anomaly. Expected answer: No changes to cancellation tracking or reporting. Impact on approach: If confirmed, we can trust the data and focus on actual causes rather than measurement issues.