Just because someone has given a mobile number, doesn’t mean that this should be the only way of issuing appointments.
Relative with dementia, doesn’t drive and needs someone with him at appointments repeatedly only gets the appointment notice via mobile with a few days notice. He can take calls on his phone but the automated appointment reminder is not suitable for him - he is in his 80s.
This results in a frantic scurry of organising time off work to escort relative and arranging transport.
This person is being currently being seen at six different clinics.
We have also turned up at clinics, sat for 30mins and left as no-one appeared to take the clinic. Contacted the clinic and was told letter had been sent cancelling (no letter had been sent). Two days later cancellation letter arrived with a rescheduled appointment for the following week.
We also turned up at one appointment to hear - I don’t really know why you’re here.
It is not an easy task to amend a relative’s details with you, even with POA. We’re trying to remove the texting option and add another address.
While your appointment letters always include a short paragraph on the cost of missed appointments, you need to be mindful that poor organisational and scheduling on your part impacts on more than just the patient.
Summary
-ensure appointment letters are sent out for patients with dementia and also a copy to relative/POA
-consider the organisation that goes on to escort at patient with dementia
-don’t assume that all patients have the same IT skills.
"Poor organisation and scheduling of appointments"
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