Using Telephone Reminders to Increase Attendance at Psychiatric Appointments: Findings of a Pilot Study in Rural Appalachia

OBJECTIVE: This study examined whether phone reminders increased attendance at intake and therapy appointments in an Appalachian community mental health center and whether it mattered who (therapist or staff) made the call. METHODS: One of three conditions (no reminder calls, therapist made calls, or staff made calls) was assigned to each week of the nine-week study. During the study period, 451 appointments were scheduled (310 for therapy and 141 for intake). Mixed-effects logistic regression was used to analyze the data. RESULTS: Phone reminders were effective for intake appointments when therapists made direct contact with patients (43% for no contact and 94% for direct therapist contact). The other conditions did not significantly increase appointment keeping. As a result of these findings, therapists were asked to place reminder calls to patients scheduled for intake appointments for a ten-week period. Findings from the second pilot study replicated findings from the first, with direct contact resulting in significantly more kept appointments. CONCLUSIONS: Direct contact with therapists before initial appointments may increase appointment keeping by patients.