Patient and carer perceptions and experiences of technology-facilitated appointment reminders in healthcare: a scoping review
Anastasia Rousaki, Debra Jones, Dawn Dowding, Norina GasteigerAbstract
Background and aim
Missed healthcare appointments, or “Did Not Attends” (DNAs), pose challenges for healthcare systems. Technology-facilitated reminder systems, such as SMS and phone calls are often implemented to improve attendance. This scoping review aimed to map the evidence on patient and carer perspectives and experiences of technology-enabled appointment reminders in healthcare and, secondly, examine how equity-relevant characteristics were reported.
Methods
A scoping review which searched EMBASE, MEDLINE, PsycINFO, Web of Science, Scopus, and EBSCO from September to October 2025 for studies published between 2010 and 2025. Studies examining patient or informal/unpaid carer perceptions and experiences of technology-based reminder systems were included. Equity-relevant dimensions were examined using the PROGRESS-Plus framework. Data were extracted and summarised using a structured form; with findings synthesised thematically.
Results
A total of 45 studies were included. Most focused on patient perspectives, with comparatively fewer centered specifically on carers. The majority were cross-sectional surveys, with fewer longitudinal and theory-informed designs. SMS reminders were the most studied modality, followed by phone calls and app-based notifications. Patients and carers reported high satisfaction. Recurring barriers included digital exclusion, language challenges, confidentiality concerns, and socio-economic inequalities. Equity reporting across studies was inconsistent, with many studies describing sociodemographic characteristics without examining how they influenced engagement with reminder systems.
Conclusions
Technology-enabled appointment reminders are widely perceived as useful. Digital exclusion, privacy, language, and trust-related barriers limit engagement and access. Greater user involvement is needed to ensure reminder systems support, rather than reproduce, healthcare inequalities. Future research and implementation efforts should prioritise equity-informed design and evaluation.