Factors Affecting No-Show Behaviour:
A Study on Missed Appointment of Columbia Asia Hospital Taiping Patients

by Nur Izwa Binti Mohd Mukhtar

May 2021

Abstract

Missed appointments mean appointments that patients have not attended nor cancelled. One of the essential issues of hospital management is missed appointments because they will incur the inactivity of medical staff and equipment, occupy other patients with health resources, and thereby affect the quality of healthcare services.

To continue and track the efficacy and success of therapy treatments, physiotherapists use outpatient follow-up appointments. Thus, it is necessary to attend follow-up appointments, as non-attendance has detrimental effects for both the patient and the healthcare facility. This study aimed to examine the factors of no-show behaviour and to facilitate positive social change by raising awareness among patients, staff, and service providers about the factors why patients miss their appointments.

This is one shot and non-experimental design research conducted at the Physiotherapy Department of Columbia Asia Hospital Taiping with sample of 100 out-patients and 5 physiotherapists using online survey questionnaires. Descriptive statistics was used to identify the sample variables found. The data obtained were statistically analyzed using the SPSS or known as Statistical Package for the Social Sciences.

This study’s results may lead to social change by introducing new information or advising strategies to minimize medical no-shows. These results may also gain organizational value and improve health of the population.

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