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Description:The Patient-Centered Appointment Reminder Intervention is designed to decrease the number of missed appointments. Prior to the intervention, patients had the choice of receiving appointment reminders via phone or e-mail. Appointment reminders, based on patients’ preference, are made 2 weeks before, and within 24-48 hours of the scheduled appointment. The intervention includes a risk-stratified protocol developed and implemented to identify patients at risk for missing the next appointment. Patients at medium risk for missing their next appointment receive a pre-visit planning call from an assigned case manager. The case manager attempts to reach the patient via phone to provide a reminder about the appointment, identify and remove barriers to appointments (e.g., transportation and insurance issues) or offer incentives (e.g., gift card for food, bus pass, etc.). If the patient was not reached by phone, attempts are made to reach patient by text or e-mail. Patients at high risk for missing appointments receive a home visit by the patient-peer navigator who is a person with HIV and trained on motivational interviewing and peer support. The peer navigator uses a questionnaire to assess reasons for chronically missing appointments and offers a same-day medical appointment which includes transportation incentives. All no-show patients are contacted by clinic staff (i.e., physician/medical assistant, administrative director) within 24 hours of a missed appointment to reschedule and discuss barriers to appointment attendance. These cases are then referred to the case manager for mitigation.
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