familyplanning.uchicago.edu

Study ClinicCall Center Training 11.13.12

A new script for scheduling IUD insertion patients

Why a new script?

Our research and discussions with staff and providers show that some patients still have trouble getting their IUD placed on the date they are scheduled for their appointment.

The updated script is designed to address the biggest issues we found that might prevent successful IUD placement.

Issue #1: No-shows

No-shows continue to be a concern at all clinics, especially in the Title X clinics.

Data collected from the three Chicago Title X clinics in October 2012 show that just over 40% of scheduled IUD insertion visits resulted in no-shows. Only 3 people (4%) called to cancel appts during this same month.

Issue #2: Unprotected sex before the appointment

An IUD cannot be placed if the patient had any unprotected sexual intercourse in the two weeks prior to her appointment.

However, women consistently arrive at clinics without following these instructions or stating they did not know this, and so cannot get their IUDs that day.

Issue #3: General Instructions

Other issues seen that prevent women from receiving their IUDS:

• Bringing a child to the appointment without another adult to watch the child

• Not having ID• Arriving late/unable to be rescheduled• No payment/ incorrect payment method

What will be changed to address these issues?

• Clarification of general visit instructions

• Clarification of IUD-specific instructions

• Easier, color-coded script flow-chart

New Script: General Instructions

General instructions:· We accept cash, credit card or money order

only. Payment is expected at time of visit.· Additional testing will be at an additional cost.· Any child must be accompanied by a separate

responsible adult (at least 18 years old) at all times. Children are not allowed in exam rooms. There are no exceptions to this rule.

· Remember to bring a valid photo ID.· Please let us know 24 hours in advance if you

need to cancel or reschedule your appointment. We are holding a spot for you!

New Script: IUD Instructions

IUD instructions:

· You cannot have unprotected sex for two weeks prior to your appointment. If you have unprotected sex, you will not receive an IUD during your appointment.

· If you are using a hormonal birth control method like pills, patch, ring or Depo, please make sure you continue to take it until your IUD insertion.

· If you do not use a hormonal method, you must use a condom or not have vaginal intercourse.

· Please eat or drink something before your visit. DO NOT FAST.

· You may take 400 mg of Ibuprofen 30 minutes before your appointment if you are not allergic.

· You will receive a pregnancy test at your visit.

What has stayed the same?

Many of the items on the currently used script will stay the same, including:

• Order of scheduling• Registration• Type of appt / booking a HOPE appt first for patients

who don’t know which type of IUD they want to use• Payment options, information and instruction• Title X guidelines for annual/well woman exam prior

to IUD insertion• Many of the general visit instructions stay the same

What do we hope to accomplish?

• Better attendance rates• Fewer women turned away due to missed

instructions• Less rescheduling or multiple appointment-

making• More efficient use of clinic and call center

time and resources• Increase in satisfied patients

Thank you!

Questions?