Commitments, Norms and Custard Creams–A Social Influence Approach to Reducing Did Not Attends.

Martin et al (2012)
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Summary by 
Mark Egan

The Behavioural Insights Team looked at reducing the problem of ‘did not attends’ (DNAs) for NHS appointments. Trials have suggested DNAs can be drastically reduced through a combination of behavioral approaches; for example prompting patients to verbally repeat their appointment time to staff and using normative messages indicating how many patients usually turned up on time for their appointments.