Abstract
Purpose: In NHS digital's annual report into Hospital Outpatients Activity 2018–2019, physiotherapy had the highest did not attend (DNA) rate when compared to other specialities. It reports that for every 10.4 attendances one service-user DNA (9.6%). High DNA rates increase costs and waiting times. This improvement project aimed to identify the factors involved in DNA rates of a musculoskeletal (MSK) physiotherapy outpatients department.
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