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Research paper on Reduce no show rate of UIC department of Otolaryngology Project

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Research paper on Reduce no show rate of UIC department of Otolaryngology Project

PA 590 MPA Capstone | Memorandum of Understanding


Agency Name: UIC Department of Otolaryngology

Agency Contact and Contact Information: Dr. Heather Weinrich

Primary Team Contact:


Team Members and Preferred Contact Information:

































Project Starting Date: May 24, 2019

Project Ending Date:


Description of Project and Objectives:

The Department of Otolaryngology-Head and Neck Surgery at the University of Illinois is the longest continuously operating ENT department in the United States, which has been in operation for more than 150 consecutive years. The Department is nationally recognized for its outstanding care and leading-edge residency training program, they offer comprehensive care in seven specialty areas: Audiology and Neurotology; Facial Plastic and Reconstructive Surgery; Speech and Voice Care; Sinus and Nasal Allergy; Otology and Neurotology; Head and neck Cancer; and General Otolaryngology. Under the situation with limited resources, the ENT clinic’s no show rate and cancellation rate are comparatively too high, which leads to the low efficiency of utilization and lost revenue for clinic.

As the Capstone team for the summer of 2019, our objectives are to analyze available data and research best practices in patient scheduling and management to provide guidance to reduce clinic no shows and cancellations. To achieve these objectives:

(1) clients will provide related data to us before June 15;

(2) we will provide simple data analysis to know why the department has such high no show rate and cancellation rate, and calculate the cost of no shows and cancellations if we can get data from clients;

(3) we will find a similar institution which no shows and cancellations rate are lower than ENT clinic, making an analysis of processes and gaining experience;

(4) we will put forward improvement measures and make analysis on each recommendation, and then choose the best practices to enhance the quality of services reservation.


Scope of Work:

The major action steps needed to successfully complete the project are as follows:

  1. Information and data collecting:
  2. Research the current appointed registration system, determine how the current schedule system is working, and point out what kinds of significant drawbacks exist, if any.
  3. Simply handle the data provided by clients to us.
  4. Identify the basic information of the people who breaks and cancels appointment.
  5. Investigation into the reason for breaking and cancelling appointment.
  6. Identify the patient’s perception of the no show and cancellation.
  7. Data analysis:
  8. Cost-benefit analysis(if we can get the data from clients). Calculate the cost of no shows and cancellations for clinic.
  9. Sensitivity analysis. Measure each of the factors which could influence the access to care and utilization.
  10. Processes analysis:
  11. Find a similar institution which no shows and cancellations rate are lower than ENT clinic.
  12. Make strengths and weaknesses analysis of procedure for these clinics.
  13. Provide recommendations and suggestions on how to decrease no shows and cancellations rate.
  14. Develop material and recommendations:
  15. The final report
  16. Recommendations


Team Project Deliverable:

  1. Data analysis report
  2. Include:
  3. Original data from clients.
  4. Revenue lost for clinic of no shows and cancellations(if we can get data).

                     iii. Assumption of decrease of no show and cancellations rate.

  1. Recommendations.
  2. Date delivered:
  3. Draft report: July 12, 2019
  4. Final report: July 26, 2019
  5. Presentation

            Deliverable date: August 8, 2019



Student Signatures:
















Professor Signature:






Client Signature:


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