What factors are contributing to the 30% increase in no-show rates for Eden Health's in-person clinic appointments since last month?

Introduction

The recent 30% increase in no-show rates for Eden Health's in-person clinic appointments is a concerning trend that requires immediate attention. This analysis will systematically identify potential root causes, validate hypotheses, and propose targeted solutions to address this issue. We'll examine both internal and external factors, considering the broader impact on Eden Health's operations and patient care quality.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal component. Has this increase coincided with any particular season or holiday period?

Why it matters: Seasonal patterns could explain temporary fluctuations. Expected answer: No clear seasonal correlation. Impact on approach: If seasonal, we'd focus on temporary mitigations; if not, we'd look at systemic issues.

• Considering user segments, I'm wondering if this affects all patient types equally. Are we seeing higher no-show rates in specific demographics or appointment types?

Why it matters: Helps identify if the issue is universal or specific to certain groups. Expected answer: Higher rates among younger patients and for routine check-ups. Impact on approach: Targeted interventions for specific groups vs. system-wide changes.

• Thinking about recent changes, have there been any updates to the appointment booking or reminder system in the last month?

Why it matters: Technical issues could be causing miscommunication or confusion. Expected answer: Minor updates to the reminder system were implemented. Impact on approach: Focus on technical fixes vs. user behavior changes.

• Considering external factors, has there been any change in local health policies or insurance coverage that might affect clinic visits?

Why it matters: External policy changes could influence patient behavior. Expected answer: No significant policy changes noted. Impact on approach: Shift focus to internal factors if external influences are minimal.