Table 5.
No-show and attending patients’ opinions on telephone communication and the clinic
| OPINION | NO-SHOW, % | ATTENDING, % | P VALUE |
|---|---|---|---|
| Telephone communication | |||
| Short wait time on the line | 52.0 | 59.8 | .03 |
| Easy to navigate the call system to reach the front desk | 57.1 | 66.9 | .01 |
| Easy to hear the message | 91.6 | 96.7 | < .001 |
| Easy to follow the instructions | 92.7 | 93.0 | .31 |
| Easy to note information | 81.9 | 90.1 | < .001 |
| Clinic | |||
| Delay in the waiting room | .01 | ||
| • Very long or long | 15.9 | 9.5 | |
| • Reasonable | 64.9 | 65.3 | |
| • Very short or short | 19.2 | 25.2 | |
| General satisfaction | < .001 | ||
| • Excellent or very good | 75.5 | 85.1 | |
| • Good or fair | 24.6 | 14.9 |