Effective strategies for dealing with patient no-shows
Now you know the reasons why patients don't show up to their appointments, it is important to have a look at different strategies you can employ to reduce this number.
No-show fees
Some practices charge patients a certain amount if they don't turn up to their appointments. While this strategy can reduce no-shows and cover a small portion of the lost revenue, it isn't always that effective. Most of the time, patients aren't made aware of the no-show fee, and if charged, they are much less likely to return to the practice.
Double booking
Double booking patients only works effectively if one of the patients doesn't show up for their appointment. Although this can be an option for patients who repeatedly don't show up, it has the potential to lead to long wait times and frustrated patients.
It would be best to only double book patients who have a track history of missing appointments, are willing to be double booked, and/or only have a minor concern to consult about. That way, even if both patients come in, one will be done quickly, and the other can come in without waiting for hours.
Automated appointment reminders
The most effective option is automated appointment reminders. These generate email or text reminder messages to patients prior to their upcoming bookings. The best systems integrate with your pre-existing software, allowing all of your information to be stored and accessed from the same platform. Your clinic simply needs to formulate a template, and the system will automatically send out the reminders to the relevant patients.
Use multiple communication methods
Reminding patients through one communication channel may not be enough. For example, utilizing email, calls, and texts can significantly increase the chances of clients actually seeing your appointment reminders—especially if they're scheduled at different times.
Some patients may prefer some methods over others (hopefully, you've asked for their preference!), and by incorporating communication through different mediums, you can promote inclusion and increase client engagement.
Pre-paid appointments
Pre-paid appointments are a great way to ensure clients show up, as it acts like a deposit, and provide an incentive for patients to attend their appointments. Clients don't want to lose their money or go through the hassle of retrieving it, and so for this reason, you're much more likely to reduce no-shows. This strategy is the principle behind promo packages and session bundles.
Reduce waits
No one likes waiting, so even during busy periods, you must have efficient business processes in place to reduce waiting. If clients don't feel you value their time, then they certainly aren't going to value yours! Long waits are one of the biggest reasons clinics lose patients, so make sure you don't fall into this category.
If long waiting times can't be helped, consider incorporating interactive distractions within the room, such as magazines or a TV for adults, or some toys for the kids—but be sure to keep it quiet.
Reward loyal patients
If patients are on time, consider providing discounts or offering rewards through loyalty schemes. If clients know they're in to win or are going to save money, they're far more likely to show up on time to your practice.
Follow-up
When a patient doesn't attend their scheduled appointment, consider sending a simple ‘Sorry we missed you!' message or email. As well as contributing to customer engagement, this serves as an effective reminder to patients who simply forgot about their commitments. It prompts clients to reschedule or get in touch about any concerns they have, and it's a good way to let them know that hey, life happens sometimes!
Give thanks
It's very easy to focus on the negatives and spend time chasing up no-shows in hopes to retain customers. However, this perspective tends to dismiss the loyal patients that you do have, and a simple thanks can go a long way! Give appreciation to those who do show up, as well as those who manage to successfully reschedule with you. It's positive reinforcement and can work towards increasing client loyalty and satisfaction.
Strengthen patient relationships
Perhaps the best method for reducing no-shows, building, fostering, and nurturing patient relationships is absolutely essential to ensure they arrive at appointments on time. It shows that you care about your client's health and that they also respect your professional opinion and quality of care. There are numerous ways to do this, including regular newsletters containing updates of your practice, as well as sending birthday and holiday cards.
