MISSED APPOINTMENT/DEFAULTER MANAGEMENT SOP

1. Application: this SOP will be used to manage appointments in CCC, MCH/Differentiated Care and TB clinics
2. Appointment booking: All clients scheduled for appointments will be booked in the appointment diary in the
appropriate page
3. Appointment reminders: All clients scheduled for appointment will be reminded by direct phone calls/SMS where
possible or through the treatment buddies/CHV a day before the clinic appointment.
Note: Any client who has not arrived in the clinic by 12 mid day on the clinic day will be tracked by phone or using
any other means and reminded of the appointment.
4. Appointment tracking: All clients who visit the CCC/MCH/TB/DC clinics for appointments will be tracked and their
details ticked in the appointment diary. Those who have not come will remain without ticks
5. Verify missed appointments: At the end of the business, the list of all clients who missed appointments will be picked
by longitudinal lead and assigned to staff for verification using pharmacy records/MCH/TB clinic records and files.
6. Transfer list to Missed appointment/defaulter Register: True missed appointments will be transferred to missed
appointment/defaulter management register for tracing at the close of business after verification of true missed status.
7. Phone tracing: Tracing of clients who missed appoint by phone is commenced before close of business or first thing in
the morning the following day. All missed appointments on Friday or a day before public holidays must be phone traced
before closing the office.
8. Physical tracing: By the third day of missed appointment (appointment day being day zero), all clients who missed
appointments will be physically traced by facility staff, client mentor or CHV, whichever is appropriate for the facility
9. Documentation: All tracing level of efforts and tracing findings will be documented in the Missed
appointment/Defaulter Tracing Register
10. Re-planning tracing: All tracing interventions that do not result into client coming back for care will be re-planned
afresh and re-executed. Tracing efforts will official end after 90 days but the team will still be on alert to get clients
who are lost to follow up in case they show up again.
11. Differentiated care: The dates of appointment for clinical encounter will be harmonized. CCC/MCH diary must be in
harmony with the differentiated care diary. Clients who miss refill appointment will be treated as official missed
appointment and the list must be picked from pharmacy by longitudinal team and due tracing process followed.

KCCB-KARP October 2018