The DHB's Maori Relationship Board had been keenly awaiting the results of the report to see how it could encourage Wairoa's predominantly Maori population to access health care. The rates of those who did not attend appointments were highest among Maori and Pacific Island people.
Since 2005 there had been at least three attempts to find out why people were missing appointments and what could be done to encourage them to turn up.
Although there was no full assessment of the costs, a new referrals management project launched in 2010 was estimated to save $1.2 million.
Feedback from patients said there was a lack of understanding of their circumstances at home.
Families with multiple children found it difficult to attend appointments and others complained of receiving appointment letters on the day of the appointment. Others wanted alternative hours, or evening consultations rather than during business hours.
The report recommended a "change champion" be appointed to lead a programme to reduce the number of Maori and Pacific not attending appointments, by 50 per cent.
It also said the DHB should audit its outpatient management system, make it more "patient focussed". It urged the DHB to look at automated mobile communication technology, to remind people of appointments via telephone, mobile phone, email or letter.
Transport hinders patients
Transport is the major problem behind Wairoa people not being able to make their specialist medical appointments, according to the district's deputy mayor Denise Eaglesome.
Mrs Eaglesome is a Hawke's Bay District Health Board member and is on its Maori Relationship Board, which had wanted an investigation into the reasons behind people not attending outpatient appointments.
"A while ago we were made aware of the number of people in Wairoa who weren't attending and we wanted to look at the reasons why. So this report gives us the figures and statistics, which is what we need to work towards fixing the problem," Mrs Eaglesome said.
"Transport is the big problem and is one of the reasons why people from Wairoa can't get to their appointments in the Bay [hospital in Hastings]," she said.
"Also, there have been situations where people have multiple appointments over a number of days and we're looking to see if it would be better to hold all of those appointments in one day."
Mrs Eaglesome welcomed suggestions to use video conferencing to allow patients in Wairoa to connect with specialists in Hastings. She hoped the technology could be included as part of the $5 million redevelopment of the Wairoa health centre.
"I believe the people of Wairoa would welcome that. It won't take away the need to attend all appointments [in Hastings] but may help the ones which just require consultation."