Project Overview

This project involved designing a research plan to kickoff a research initiative to understand the root causes of missed appointments at the Justice Access Centres. To develop the plan, a generative research approach was taken with the objective to gain insights into the complex problem and inform subsequent steps of developing strategies or solutions.

Background

Funded by the Ministry of Attorney General, Justice Access Centres (JACs) play a vital role in providing clients with support in family law matters and Supreme Court civil law matters, offering legal information, self-help resources, and dispute resolution services.

Problem Statement

The JACs have experienced a concerning rise in missed appointments over the last year which impact resource allocation and efficiency, resulting in suboptimal utilization of JAC services. The rise in no-shows also points to potential issues in the appointment management process or barriers faced by clients, and raises concerns about the effective service delivery.

Goals

Addressing this issue requires a thorough investigation to understand the root causes of missed appointments and identify targeted solutions to improve appointment attendance at the JACs. So the following goals of the study were identified in the plan:

• Gain insights into the growing problem of missed appointments at JACs
• Provide recommendations for enhancing service delivery and reducing missed appointments

Research Questions

These questions were carefully chosen to address the core objectives of this study. They aim to identify the underlying reasons, patterns, and trends related to missed appointments, understand client perceptions of the appointment process, explore the consequences of no-shows, and generate actionable recommendations for improving the appointment system and service delivery. Together, these research questions will provide a comprehensive understanding of the issue, facilitating evidence-based decision-making and service improvements at JACs.

Methodology

A mixed-method approach incorporating both quantitative and qualitative data was selected to conduct the investigation on missed appointments at the JACs and collect the data. This comprehensive methodology was chosen as it combines the strengths of both data types, providing a more holistic and in-depth understanding of the issue, uncovering root causes and informing recommendations for service improvements.

To identify any significant differences or correlations between variables such as age, gender, appointment types, and missed appointment rates and analyse quantitative data, simple descriptive statistics and comparative analysis were selected.

Qualitative data analysis included affinity mapping, thematic and content analysis. Data will be coded based on keywords and phrases from interviews, surveys, and observations, then iteratively categorized into themes to reveal patterns and trends. These methodologies were deliberately selected to ensure a thorough understanding of missed appointments and service delivery at JACs, allowing for insights from both client and staff perspectives. Through these approaches, potential areas for improvement can be identified, contributing to the overarching objectives of the research plan.

Timeline

The timeline was established in the research plan for a structured framework for the research activities, allowing for systematic progress towards the ultimate goal of reducing missed appointments and enhancing service delivery.

Key Learnings

While working on this research plan, I learnt the importance of clarity in defining research objectives. Crafting clear and concise goals helped align the team and set a clear direction for the project

Additionally, I gained insights into the significance of selecting appropriate methodologies for data collection and analysis. Understanding the strengths and limitations of different approaches was crucial for designing a robust research strategy.

Recognizing factors such as resource limitations or time constraints also helped in designing a realistic and feasible research plan. Moreover, involving stakeholders in the development of the research plan fostered collaboration and ensured alignment with organizational objectives.