SMS and Telephone Communication as Tools to Reduce Missed Medical Appointments

The aim of this study was to analyze the effectiveness of implementing an automated appointment confirmation system in a mental health clinic and to assess its impact on patient attendance, which may indirectly support the patient recovery process. The study was conducted at a mental health outpatient clinic in Gdańsk, Poland, and focused on medical appointments across three affiliated outpatient units. Data from 2019 and 2023 were compared, focusing particularly on the rate of missed appointments (relationship between number of visits that did not take place and total number of visits that were scheduled in the software), form return rates (the relationship between the number of forms returned by patients and the total number sent), and patient opinions regarding the usability of the new system. The results showed a significant reduction in no-show rates—from 18.55% to 7.01%—confirming the high effectiveness of the automated system. The form return rate reached 55.41%, with the highest engagement observed among individuals aged 35–44. Patient evaluation of the system was highly positive—over 93% found it intuitive and meeting their expectations. A proprietary software solution developed in Python, alongside databases and Microsoft Office Access/Excel tools, was used for data collection and analysis. The study demonstrated that a comprehensive approach, combining automated reminders with the ability for quick patient response and telephone support, is an effective tool for improving the accessibility and quality of healthcare services. The analysis also considered limitations related to digital barriers and identified directions for further research, including studies on how patient abstention from appointments affects their recovery process.