12.3.4 Post Event: Follow-up

12.3.4 Post Event: Follow-up

12.3.4.1 Booking Did Not Show (DNS) Follow-up

It will be defined in the engagement plan between Whakarongorau and each DHB which party is responsible for following up consumers through outbound calls. This will be a mixed model, where each party may be responsible for following up with different groups of consumers within the DHB. When a consumer does not show to their appointment, they will be contacted on three separate occasions. The best practice for following up is to contact a consumer the day after the missed appointment, followed by two more attempts at the fourth day and seventh day after the appointment if no contact attempt is successful. Should the consumer remain uncontactable, the DHB is responsible for executing the most suitable follow-up response (further outbound calls or ceasing follow-up communications).