A qualitative study of staff, stakeholder and parental perspectives of non-attendance at paediatric outpatient clinics

Background: Non-attendance at healthcare appointments may have serious consequences for patients in delayed diagnosis or treatment and implications for waiting times, patient-provider relationships and financial resources. This study explored non-attendance at paediatric outpatient clinics from the service provider and parent perspective. Methods: Semi-structured interviews were conducted with 37 NHS staff and stakeholders from secondary or primary care and 22 parents of children referred for a paediatric outpatient appointment. Data were analysed using a thematic framework method. Findings: All respondents discussed the importance of parents’ motivations, values and beliefs about appointments and their child’s health. Organisational and procedural problems were also emphasised e.g. forgetting; travel, financial or time barriers; communication issues. However staff focused on perceived characteristics of families who missed appointments. Discussion: There are parallels in these findings with models of non-adherence to medication. Developing a model of non-attendance may contribute to more effective strategies for managing missed appointments.