Case study
Understanding the barriers to keeping an appointment In 2020-21, the number of clients who failed to show up for their first allied health appointment rose, and we wanted to know why. DPV Health initiated a project to understand what drives client attendance and surveyed 35 clients across services and locations. It soon became clear that there are a huge range of experiences navigating DPV Health services and that every client has unique challenges to attending appointments.
We used the feedback to create 3 client and 2 carer personas. We used journey maps to show the steps for each persona that resulted in a missed appointment. We found out more about: > how clients want to be reminded about appointments > support their need during the referral process > communicating how these appointments can help improve health outcomes.
We focus on understanding every client as an individual — personas and journey maps are useful tools that can help us break down client attendance barriers.
