Evaluation of a Patient-Care Planning Intervention to Improve Appointment Attendance by Adults After Bariatric Surgery.

OBJECTIVES:Bariatric surgery is recognized as a durable treatment for severe obesity; however, high rates of nonattendance and patient engagement during the postoperative period remain challenges. This pre/post study evaluates a quality-improvement initiative to improve attendance at bariatric surgery program appointments and to heighten program efficiency, as measured by appointment attendance, cancellations and new assessments. METHODS:Patients and staff were consulted in order to identify causes for patient attrition after surgery. The ideas for change that were implemented were advance care-planning calls and e-mails in order to tailor appointments to patients' needs and an online application of follow-up care information. Online surveys were used to assess patient satisfaction. After several plan-do-study-act cycles, appointment attendance rates for 5,676 appointments between April 1, 2014, and May 29, 2015, were compared pre- and post-quality improvement intervention. For the intervention, 1,294 patients were called, representing 4,124 appointments. Both preoperative and postoperative attendance rates and costs were examined. RESULTS:Although postoperative attendance and no-show rates changed by only 1.8% postintervention, advance cancellations increased by 6%; indications of special-cause variation were attributable to the intervention. With advance cancellations increasing, time was available for preoperative and nonroutine postoperative appointments, refilling 6.6 appointments per week. As a result, cost savings were $21,251 based on unused clinician time. The contact rate of patients was 45%, and patient satisfaction was high. CONCLUSIONS:In summary, this quality-improvement intervention was able to improve patient-centred care and clinic efficiency through the use of advance-care planning as evaluated by appointment attendance data and patient satisfaction surveys.