Assessment of No Show / Cancellation for Ticket-based vs Traditional Scheduling

Statistical analysis

Categorical variables were summarized using frequency and percentage, and compared using Chi-square test. Continuous variables were summarized using mean and standard deviation, and compared using the Kruskall-Wallis test. A p-value < 0.05 was considered statistically significant. All analyses were performed using R (version 4.3.1).

Overall analysis

Table 1 summarizes patient demographics and MyChart status, by appointment status.

Table 1: Summary of patient demographics and appointment status

Characteristic	Canceled, N = 13,0011	No Show, N = 1,4411	Completed, N = 139,9141	p-value2
Age	58 (30, 70)	52 (31, 65)	55 (31, 69)	<0.001
Sex				<0.001
Female	8,417 (65%)	860 (60%)	83,300 (60%)
Male	4,584 (35%)	581 (40%)	56,608 (40%)
Nonbinary	0 (0%)	0 (0%)	6 (<0.1%)
Race				<0.001
American Indian or Alaska Native	83 (0.6%)	8 (0.6%)	849 (0.6%)
Asian	387 (3.0%)	35 (2.4%)	4,108 (2.9%)
Black or African American	1,167 (9.0%)	386 (27%)	10,626 (7.6%)
Native Hawaiian or Other Pacific Islander	26 (0.2%)	0 (0%)	222 (0.2%)
Patient Declines to Answer	139 (1.1%)	21 (1.5%)	1,650 (1.2%)
Unknown	25 (0.2%)	3 (0.2%)	156 (0.1%)
White	11,106 (86%)	982 (68%)	122,158 (87%)
Unknown	68	6	145
Ethnicity				<0.001
*Unspecified	72 (0.6%)	10 (0.7%)	138 (<0.1%)
Hispanic/Latino	851 (6.5%)	184 (13%)	10,922 (7.8%)
Not Hispanic or Latino	11,978 (92%)	1,236 (86%)	127,839 (91%)
Patient Declines to Answer	87 (0.7%)	10 (0.7%)	938 (0.7%)
Unknown	13 (<0.1%)	1 (<0.1%)	77 (<0.1%)
MyChartStatus				<0.001
*Unspecified	4 (<0.1%)	1 (<0.1%)	30 (<0.1%)
Activated	10,999 (85%)	920 (64%)	120,825 (86%)
Activation Code Generated, but Disabled	1 (<0.1%)	0 (0%)	2 (<0.1%)
Inactivated	364 (2.8%)	62 (4.3%)	2,672 (1.9%)
Non Standard MyChart Status	235 (1.8%)	60 (4.2%)	2,056 (1.5%)
Patient Declined	50 (0.4%)	14 (1.0%)	729 (0.5%)
Pending Activation	1,348 (10%)	384 (27%)	13,600 (9.7%)
VisitType				<0.001
BONE MNRL DNSTY UWNI	971 (7.5%)	107 (7.4%)	3,210 (2.3%)
DR (XRAY) 45 UWNI	1 (<0.1%)	0 (0%)	10 (<0.1%)
DR (XRAY) 60 UWNI	1 (<0.1%)	0 (0%)	7 (<0.1%)
DR ABDOMEN UW	329 (2.5%)	28 (1.9%)	4,359 (3.1%)
DR CHEST UW	1,201 (9.2%)	69 (4.8%)	24,807 (18%)
DR EXT/SP/TRNK UW	4,348 (33%)	338 (23%)	62,949 (45%)
DR GEN (XRAY) 15 UWNI	2,605 (20%)	607 (42%)	35,057 (25%)
DR HEAD/NECK UW	50 (0.4%)	6 (0.4%)	831 (0.6%)
DR SCOLI UW	189 (1.5%)	12 (0.8%)	507 (0.4%)
DR TVO UW	68 (0.5%)	3 (0.2%)	232 (0.2%)
MYC DR ABDOMEN	124 (1.0%)	10 (0.7%)	269 (0.2%)
MYC DR CHEST	253 (1.9%)	14 (1.0%)	657 (0.5%)
MYC DR EXT/SP/TRNK	461 (3.5%)	38 (2.6%)	1,561 (1.1%)
MYC DR SCOLI	1 (<0.1%)	0 (0%)	15 (<0.1%)
UWH BONE MNRL DNSTY	2,399 (18%)	209 (15%)	5,443 (3.9%)
1 Median (IQR); n (%)
2 Kruskal-Wallis rank sum test; Pearson’s Chi-squared test

• Sex: Females more likely to cancel;
• Race: Black or African American more likely to no show;
• Ethnicity: Hispanic or Latino more likely to to no show.

Table 2 summarizes patient demographics and MyChart status, by appointment status and scheduling method.

Table 2: Summary of patient demographics and appointment status, stratified by scheduling method

Traditional Scheduling

Characteristic	Canceled, N = 11,5481	No Show, N = 1,2981	Completed, N = 136,9361	p-value2
Age	58 (29, 70)	53 (32, 66)	55 (31, 69)	<0.001
Sex				<0.001
Female	7,436 (64%)	760 (59%)	81,361 (59%)
Male	4,112 (36%)	538 (41%)	55,569 (41%)
Nonbinary	0 (0%)	0 (0%)	6 (<0.1%)
Race				<0.001
American Indian or Alaska Native	70 (0.6%)	8 (0.6%)	842 (0.6%)
Asian	344 (3.0%)	30 (2.3%)	4,032 (2.9%)
Black or African American	1,053 (9.2%)	354 (27%)	10,454 (7.6%)
Native Hawaiian or Other Pacific Islander	23 (0.2%)	0 (0%)	217 (0.2%)
Patient Declines to Answer	123 (1.1%)	18 (1.4%)	1,615 (1.2%)
Unknown	20 (0.2%)	3 (0.2%)	152 (0.1%)
White	9,847 (86%)	879 (68%)	119,481 (87%)
Unknown	68	6	143
Ethnicity				<0.001
*Unspecified	72 (0.6%)	10 (0.8%)	134 (<0.1%)
Hispanic/Latino	751 (6.5%)	162 (12%)	10,782 (7.9%)
Not Hispanic or Latino	10,635 (92%)	1,116 (86%)	125,024 (91%)
Patient Declines to Answer	78 (0.7%)	9 (0.7%)	919 (0.7%)
Unknown	12 (0.1%)	1 (<0.1%)	77 (<0.1%)
MyChartStatus				<0.001
*Unspecified	4 (<0.1%)	1 (<0.1%)	30 (<0.1%)
Activated	9,564 (83%)	779 (60%)	117,875 (86%)
Activation Code Generated, but Disabled	1 (<0.1%)	0 (0%)	2 (<0.1%)
Inactivated	354 (3.1%)	62 (4.8%)	2,659 (1.9%)
Non Standard MyChart Status	235 (2.0%)	60 (4.6%)	2,056 (1.5%)
Patient Declined	50 (0.4%)	14 (1.1%)	729 (0.5%)
Pending Activation	1,340 (12%)	382 (29%)	13,585 (9.9%)
VisitType				<0.001
BONE MNRL DNSTY UWNI	759 (6.6%)	95 (7.3%)	2,717 (2.0%)
DR (XRAY) 45 UWNI	1 (<0.1%)	0 (0%)	10 (<0.1%)
DR (XRAY) 60 UWNI	1 (<0.1%)	0 (0%)	7 (<0.1%)
DR ABDOMEN UW	318 (2.8%)	27 (2.1%)	4,328 (3.2%)
DR CHEST UW	1,182 (10%)	69 (5.3%)	24,792 (18%)
DR EXT/SP/TRNK UW	4,296 (37%)	336 (26%)	62,869 (46%)
DR GEN (XRAY) 15 UWNI	2,206 (19%)	540 (42%)	34,303 (25%)
DR HEAD/NECK UW	50 (0.4%)	6 (0.5%)	831 (0.6%)
DR SCOLI UW	163 (1.4%)	9 (0.7%)	442 (0.3%)
DR TVO UW	68 (0.6%)	3 (0.2%)	232 (0.2%)
MYC DR ABDOMEN	15 (0.1%)	2 (0.2%)	58 (<0.1%)
MYC DR CHEST	32 (0.3%)	1 (<0.1%)	254 (0.2%)
MYC DR EXT/SP/TRNK	70 (0.6%)	2 (0.2%)	687 (0.5%)
MYC DR SCOLI	0 (0%)	0 (0%)	1 (<0.1%)
UWH BONE MNRL DNSTY	2,387 (21%)	208 (16%)	5,405 (3.9%)
1 Median (IQR); n (%)
2 Kruskal-Wallis rank sum test; Pearson’s Chi-squared test

MyChart Self-Scheduling

Characteristic	Canceled, N = 1,4531	No Show, N = 1431	Completed, N = 2,9781	p-value2
Age	53 (34, 68)	47 (27, 58)	57 (37, 70)	<0.001
Sex				0.2
Female	981 (68%)	100 (70%)	1,939 (65%)
Male	472 (32%)	43 (30%)	1,039 (35%)
Race				<0.001
American Indian or Alaska Native	13 (0.9%)	0 (0%)	7 (0.2%)
Asian	43 (3.0%)	5 (3.5%)	76 (2.6%)
Black or African American	114 (7.8%)	32 (22%)	172 (5.8%)
Native Hawaiian or Other Pacific Islander	3 (0.2%)	0 (0%)	5 (0.2%)
Patient Declines to Answer	16 (1.1%)	3 (2.1%)	35 (1.2%)
Unknown	5 (0.3%)	0 (0%)	4 (0.1%)
White	1,259 (87%)	103 (72%)	2,677 (90%)
Unknown	0	0	2
Ethnicity				<0.001
*Unspecified	0 (0%)	0 (0%)	4 (0.1%)
Hispanic/Latino	100 (6.9%)	22 (15%)	140 (4.7%)
Not Hispanic or Latino	1,343 (92%)	120 (84%)	2,815 (95%)
Patient Declines to Answer	9 (0.6%)	1 (0.7%)	19 (0.6%)
Unknown	1 (<0.1%)	0 (0%)	0 (0%)
MyChartStatus				0.4
Activated	1,435 (99%)	141 (99%)	2,950 (99%)
Inactivated	10 (0.7%)	0 (0%)	13 (0.4%)
Pending Activation	8 (0.6%)	2 (1.4%)	15 (0.5%)
VisitType				<0.001
BONE MNRL DNSTY UWNI	212 (15%)	12 (8.4%)	493 (17%)
DR ABDOMEN UW	11 (0.8%)	1 (0.7%)	31 (1.0%)
DR CHEST UW	19 (1.3%)	0 (0%)	15 (0.5%)
DR EXT/SP/TRNK UW	52 (3.6%)	2 (1.4%)	80 (2.7%)
DR GEN (XRAY) 15 UWNI	399 (27%)	67 (47%)	754 (25%)
DR SCOLI UW	26 (1.8%)	3 (2.1%)	65 (2.2%)
MYC DR ABDOMEN	109 (7.5%)	8 (5.6%)	211 (7.1%)
MYC DR CHEST	221 (15%)	13 (9.1%)	403 (14%)
MYC DR EXT/SP/TRNK	391 (27%)	36 (25%)	874 (29%)
MYC DR SCOLI	1 (<0.1%)	0 (0%)	14 (0.5%)
UWH BONE MNRL DNSTY	12 (0.8%)	1 (0.7%)	38 (1.3%)
1 Median (IQR); n (%)
2 Kruskal-Wallis rank sum test; Pearson’s Chi-squared test

• Race/ethnicity differences in cancellation/no show persist after adjusting for scheduling method.

Analysis by scheduling method

Table 3 summarizes cancellation and no show rates by scheduling method. Figure 1 shows a barchart of appointment status by scheduling method.

Table 3: Cancellation and no show rates by scheduling method

Three-category

Characteristic	Traditional Scheduling, N = 149,7901	MyChart Self-Scheduling, N = 4,5741	p-value2
AppointmentStatus			<0.001
Canceled	11,548 (7.7%)	1,453 (32%)
No Show	1,298 (0.9%)	143 (3.1%)
Completed	136,936 (91%)	2,978 (65%)
1 n (%)
2 Pearson’s Chi-squared test

Two-category

Characteristic	Traditional Scheduling, N = 149,7901	MyChart Self-Scheduling, N = 4,5741	p-value2
AppointmentStatus2			<0.001
Canceled/No Show	12,846 (8.6%)	1,596 (35%)
Completed	136,944 (91%)	2,978 (65%)
1 n (%)
2 Pearson’s Chi-squared test

Figure 1: Barchart of appointment status by scheduling method

• Scheduling Method: MyChart self-scheduling has significant higher cancellation and no show rates compared to traditional scheduling.

Analysis by visit type

Table 4: Cancellation and no show rates by visit type