Non-attendance to the paediatric clinics in a Malaysian tertiary hospital: a sizeable problem and identification of an efficacious intervention

Aim: To determine the rate, causes and risk factors of non‐attendance to the paediatric clinic in a tertiary hospital in Malaysia and to determine the efficacy of one telephone call to confirm a new appointment. Methods: For all non‐attending patients, during a 2‐month period, a pro forma was filled up based on patients' records. During a phone call, additional questions were asked, and a new appointment was offered. Results: Of 1563 patients who had an appointment, 497 (31.8%) were non‐attendees. Weather conditions, the sub‐specialty and timing (morning or afternoon) had a significant effect on non‐attendance. Forgetfulness was the main cause. Only 160 patients could be successfully contacted. Among the contactable patients, 55 already had an appointment, and 10 had reasons not to get a new appointment. Of the 95 remaining patients, 73 (76.8%) attended the new appointment. Conclusion: The non‐attendance rate was high. One telephone call had a reasonable efficacy for the contactable patients, but because a high number of patients were not contactable, overall effectiveness was poor.