Qatif Central Hospital – Saudi Arabia – International Best Practice Competition – 2025 – (Reducing No-Shows by Optimizing Outpatient Workflow)

Qatif Central Hospital has implemented a best practice to reduce patient "no-show" rates at its Outpatient Department (OPD), addressing a critical issue of wasted clinical resources. Faced with a 40% no-show rate in January 2024, the hospital launched a comprehensive patient reminder and engagement system using a Plan-Do-Check-Act (PDCA) quality improvement approach. The initiative combines technology and personalised communication, with patients receiving appointment reminders through multiple

BPIR Categories

1.3.2 Determine & provide customer contact mechanisms
6.4.1 Improve process/service performance
7.3.1 Respond to information requests
14.3.2 Implement an improvement approach/method/technique