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O impacto dos sistemas de lembrete na redução da não comparência dos utentes às consultas externas: revisão de âmbito
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Abstract(s)
Introdução – A não comparência dos utentes às consultas externas é um problema prevalente e sistemático que impacta negativamente tanto na efetividade dos sistemas de saúde como na saúde dos utentes. Os sistemas de lembrete emergiram como uma solução promissora para mitigar esse problema. Objetivo – Sintetizar a evidência disponível sobre o impacto dos sistemas de lembrete na taxa de não comparência (Tx.NC) dos utentes às consultas externas. Métodos – Sustentada na metodologia do Joanna Briggs Institute, a pesquisa realizou-se nas bases de dados PubMed, Scopus e Web of Science, utilizando palavras-chave como no-show patients, non-attendance e reminder systems, combinadas com operadores booleanos. O desenho do estudo seguiu os itens do PRISMA-ScR para Scoping Reviews, tendo sido incluídos apenas artigos de investigação original com foco nos sistemas de lembrete aplicados no âmbito de consultas externas. Resultados – Foram identificados 429 artigos, dos quais 15 foram incluídos na análise após aplicação dos critérios de elegibilidade. A implementação de sistemas de lembrete reduziu a Tx.NC dos utentes às consultas externas até 40-50%. Embora o SMS tenha sido a estratégia mais observada, foi a chamada telefónica, com confirmação de consulta, que revelou maior efetividade na redução da Tx.NC. Conclusão – Esta revisão evidencia a importância dos sistemas de lembrete na redução da Tx.NC às consultas externas, contribuindo ativamente para a efetividade dos sistemas de saúde.
ABSTRACT Introduction – The non-attendance of outpatient clinic appointments is a prevalent and systematic issue that negatively impacts not only the effectiveness of healthcare systems but also patient health. Reminder systems have emerged as a promising solution to mitigate patient non-attendance. Objective – Synthesize the available evidence on the impact of reminder systems on the no-show rate (No-Show Rate, NSR) of patients in outpatient appointments. Based on the Joanna Briggs Institute methodology, the research was conducted in the PubMed, Scopus, and Web of Science databases, using keywords such as no-show, missed appointments, or non-attendance, as well as reminder systems, combined through Boolean operators. The study design was developed according to the PRISMA-ScR items for Scoping Reviews, including only original research articles focused on reminder systems applied in the context of outpatient appointments. Methods – A total of 429 articles were identified, 15 of which were included in the analysis after applying the eligibility criteria. The implementation of reminder systems has proven effective in reducing the NSR of patients attending outpatient appointments, with a reduction of up to 40-50%. While SMS was the most used strategy, phone calls with appointment confirmation showed higher effectiveness in reducing the NSR. However, automated options remain equally valid when compared to the absence of reminders, highlighting the importance of evaluating the real needs of healthcare services to identify the most suitable solution. Conclusion – This review highlights the importance of reminder systems in reducing the no-show rate for outpatient appointments, contributing to the effectiveness of healthcare systems.
ABSTRACT Introduction – The non-attendance of outpatient clinic appointments is a prevalent and systematic issue that negatively impacts not only the effectiveness of healthcare systems but also patient health. Reminder systems have emerged as a promising solution to mitigate patient non-attendance. Objective – Synthesize the available evidence on the impact of reminder systems on the no-show rate (No-Show Rate, NSR) of patients in outpatient appointments. Based on the Joanna Briggs Institute methodology, the research was conducted in the PubMed, Scopus, and Web of Science databases, using keywords such as no-show, missed appointments, or non-attendance, as well as reminder systems, combined through Boolean operators. The study design was developed according to the PRISMA-ScR items for Scoping Reviews, including only original research articles focused on reminder systems applied in the context of outpatient appointments. Methods – A total of 429 articles were identified, 15 of which were included in the analysis after applying the eligibility criteria. The implementation of reminder systems has proven effective in reducing the NSR of patients attending outpatient appointments, with a reduction of up to 40-50%. While SMS was the most used strategy, phone calls with appointment confirmation showed higher effectiveness in reducing the NSR. However, automated options remain equally valid when compared to the absence of reminders, highlighting the importance of evaluating the real needs of healthcare services to identify the most suitable solution. Conclusion – This review highlights the importance of reminder systems in reducing the no-show rate for outpatient appointments, contributing to the effectiveness of healthcare systems.
Description
Keywords
Não comparência Sistemas de lembrete Consulta externa Gestão em saúde Non-attendance No-show rate Reminder systems Health management
Pedagogical Context
Citation
Barão S, Coelho A. O impacto dos sistemas de lembrete na redução da não comparência dos utentes às consultas externas: revisão de âmbito. Saúde & Tecnologia. 2005;(31):e901. Online first.
Publisher
Escola Superior de Tecnologia da Saúde de Lisboa, Instituto Politécnico de Lisboa