In the East London National Health Service (NHS) Foundation Trust (ELFT) Community Musculoskeletal (MSK) Physiotherapy Service, a large proportion of appointments were recorded to have not been attended by patients. The service offers approximately 21 000 appointments per year, thus averaging 400 patients per week, with each appointment lasting 30min. Baseline data identified that 23.76% of newly referred patients did not attend their first appointment and 23.74% of current patients failed to attend their follow-up appointment. The National Schedule of Reference Costs1 reports the cost of non-specialist MSK rehabilitation at £187/patient. Therefore, an average of 96 patients (~24%) per week not attending their appointment equates to a financial loss of approximately £18 000/week for this service.
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