Does organizational culture affect out-patient DNA rates?

Author: Jackson Susan  

Publisher: Emerald Group Publishing Ltd

ISSN: 0955-2065

Source: Health Manpower Management, Vol.23, Iss.6, 1997-06, pp. : 233-236

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Abstract

Government interest in health service "did not attend" (DNA) rates was seen to occur by accident, following which efforts to reduce DNAs have tended to concentrate on operational rather than strategic issues. Considers the effect hospital culture has had on DNA rates from an organizational and patient perspective. Identifies some of the key cultural issues that impacted on DNA rates by utilizing observation and telephone survey research methods. Concludes that , in the main, the lack of customer-oriented organizational culture was seen to affect DNA rates adversely within one NHS provider trust.