Differential effects of text message reminders on non-attendance and late cancellations in a paediatric outpatient clinic.

INTRODUCTION: SMS text appointment reminders reduce non-attendance rates in outpatient paediatric settings. The potential effect on late cancellation rates, however, has not been assessed. The aim of the present study was to assess if SMS text messaging reminders affect non-attendance and late cancellation rates in a secondary paediatric outpatient centre. METHODS: Non-attendances and late cancellations in children and adolescents aged 0-19 years of age were recorded prospectively during a year before and after the introduction of automatic SMS text messaging reminders. In a telephone interview, the families of late-cancelling patients were asked about the reasons for their cancellation. RESULTS: During the year before the introduction of SMS reminders, the clinic had 4,556 scheduled appointments in 1,466 patients (878 boys (59.9%) and 588 girls (40.1%); the year after the introduction, the clinic had 4,464 scheduled appointments in 1,424 patients (828 boys (58.1%) and 579 girls (41.9%). Before the introduction, 163 (4.3%) non-attendances and 162 (3.5%) late cancellations were recorded; after the introduction, 67 (1.5%) (p < 0.001) non-attendances and 177 (4.0%) (p = 0.28) late cancellations were recorded. During the no-SMS and SMS period, a total of 85 (52.5%) and 115 (65%) (p = 0.26), late cancelling families, respectively, said that that they had forgotten the appointment and could not manage to visit. CONCLUSIONS: SMS text reminders only improved the non-attendance rate; they did not influence the late cancellation rate. Most late cancellations were explained by forgetfulness. FUNDING: none TRIAL REGISTRATION: not relevant.