The effects of client participation in keeping appointments

This study was designed to determine if the element of choice in appointment making would influence appointment keeping behavior. The subjects were 120 clients of a regional evaluation and diagnostic center within a hospital setting.

There were three treatment groups. The letter assignment group received a letter which announced an appointment date and time. The phone assignment group received a phone call to inform them of appointment date and time. The phone choice group was also contacted by phone, but they were asked to make a choice of appointment date as well as time. Every subject received a written reminder.

Data analysis indicated that both phone conditions produced a greater rate of appointment keeping than did the letter condition. There were no differences between phone groups. No subject variables were identified which may have influenced outcomes. Findings indicate that aspects of appointment making procedures can have beneficial effects on appointment keeping behavior.