QI Project Topic: Client follow-up for test results.

Thu, 12/06/2012 - 11:59 -- tkane

I met with a QI project team this morning that consists of: Clinic Staff, Disease Investigators, Lab and Call Center staff. The team is working to increase the number of clients that call the clinic to receive results (positive and negative) of HIV test results. The problem is that nurses are using valuable time making calls and leaving messages to track down clients. If staff could encourage or incentive clients to follow-up, staff could spend less time making calls and more time seeing patients and doing other important work.

For the next 2 weeks the core team will document a number of protocols and research promising practices (and other creative ways to assure a higher rate of call-backs), then the full team will meet to prioritize improvement strategies. Does anyone have suggestions?

Thanks - Ty

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prusso's picture
Submitted by prusso on

I've heard of a number of health departments using text messages to prompt action - whether it is going to a pharmacy to pick up the prescription waiting for them as a contact for other STDs - perhaps text messaging to prompt client to call would be faster than making phone calls?

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medicfurby's picture
Submitted by medicfurby on

there are plenty of implementations in the literature you can consult for inspiration on SRH service awareness, utilization, appointment reminders, testing notifications, adherence reminders, and other more health promotion / prevention / management-related content. full-scale deployments are more commonly seen in the NHS and in AUS/NZ, but there have been numerous pilot and mid-scale / shorter term interventions conducted domestically.

here are some refs from top of mind:

if i can be of any further assistance, pls feel free to contact me.

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cthroop's picture
Submitted by cthroop on

Ty, Robert has a lot of experience with text messaging, so if that is an option you end up looking into, he might be able to point you in the right direction in terms of what platforms you could use (like a lot of things, there is a range of functionality and an even wider range of cost out there).

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Grace Gorenflo's picture
Submitted by Grace Gorenflo on

Hi Ty - although this was not specifically addressed by the City of Portland, you may want to check in with them, given the other work that they have done around their HIV clinic.

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