By Kayleigh Robinson
No-shows are a frustrating phenomenon that can disrupt the flow of your day and cut into your profit.
As a clinic owner or practitioner, it can feel like a situation outside of your control. Especially when you’re already in a juggling act — on one end you’re handling business needs, and on the other, you’re balancing caring for your patients. Switching between these two modes might feel stressful and perhaps at odds with each other.
Stephanie Honess, a physiotherapist and the owner of Waso Physiotherapy, has discovered that the two are not mutually exclusive. Here, she shares some of her best practices for reducing no-shows, ranging from technical tips to the hands-on work of building relationships.
Her biggest takeaway? Taking care of business shouldn’t come at the expense of caring for your patients.
Try a three-strikes rule for no-shows
Establishing a clear and fair cancellation policy is essential. Like the game of baseball, Stephanie adopted a “three strikes and you’re out” policy at her clinic.
In the post-pandemic world, patients should be encouraged to stay home when they’re feeling unwell. But in Stephanie’s experience, this led to a surge in late cancellations attributed to “quote-unquote sickness.”
The rise caused Stephanie to adopt some new policies. She and her team struggled to find the best solution to respect patients’ health while ensuring accountability in managing their appointments. But this challenge led them to their current baseball-inspired approach.
Stephanie Honess, physiotherapist and owner of Waso Physiotherapy
“We still don’t charge anyone if it’s sickness-related just because I still want to encourage people to stay home.”
Stephanie continues, “But our policy is a first-time grace period. The second time you get a 50% fee; the third time, you get charged the full fee. We’ve never had anybody go past the 50%. Usually, if people get charged once, they either don’t come back, or they just don’t do it again.”
Remember to include your policy in print, on your website, and through consents. Stephanie also recommends having your front desk staff communicate your policy in person to drive the point home.
Streamline appointments with online booking software
Your online booking system isn’t just there to book appointments. Here are some ways you could optimize your software to handle your business needs:
Don’t go chasing payments
Now that you’ve developed your no-show policy, use your platform to be transparent about your protocols and take action when necessary. Consider asking for a deposit or a credit card on file to secure appointments. By adding this step before patients hit that “book” button, you’re making sure they’re committed to their appointment.
Set up automated payments
Stephanie loves letting your tech do the talking: “I think technology helps a lot. Having email and text reminders for patients is very helpful.”
Appointment reminders are a tried-and-true way to reduce no-shows. Send one reminder before the cancellation window closes, and another on the day of the appointment.
Offering patients the opportunity to cancel or reschedule without penalty helps build relationships, so you don’t have to worry about burning any bridges with new or returning patients.
Take advantage of the waitlist
Appointment reminders aren’t the only thing you can automate! If you use a waitlist feature in your practice, consider automating those notifications so that patients can immediately scoop up the next available slot. Having a waitlist lowers the chance of your patients taking their business elsewhere if they can’t find their preferred time.
Find your ideal patient
It’s worrisome to think that your cancellation policy could turn people away, but remember: you want patients who align with your treatment approach, values, and goals. If people can’t respect your no-show policy, they’re not your ideal patient.
Your clinic will have less no-shows when you attract patients who actively participate in their recovery journey. “It comes back to that relationship building — coming up with a solid treatment plan and having a strong buy-in,” Stephanie says, highlighting the importance of genuine connection. “Those people value being there, and I think that’s the biggest thing — finding those people as your people.”
Chronic no-showers fill up times that could be taken up by other patients who need care. In addition to financial loss, it shows a lack of respect for the people who are left waiting. By creating a space that resonates with motivated people who value their health, you simultaneously create a culture of commitment and accountability.
Stay curious and compassionate
It’s natural to wonder about the well-being of patients who have dropped off. Stephanie acknowledges, “There’s always people that I think back and wonder how they’re doing. That’s just inevitable.”
But this doesn’t have to be the end of the road. Sending a kind and empathetic follow-up message, even when patients are no-shows, makes them feel like they’re a priority. It also allows them to express any concerns or reasons for missing their appointment.
Stephanie advises, “Touch base with them and make sure they’re doing okay. And then usually you’ll hear back, and they’ll just tell you either they’re doing great or they moved on to something else.” She recommends sending a secure email, as it allows patients to share their decisions or circumstances without being put on the spot.
Preventing no-shows in your practice takes some elbow grease. Make the process enjoyable by letting your tech handle the admin aspects, while you focus on what you love to do — providing care for your patients and getting to know them as people. Stephanie sums it up: “If you’re doing a good job getting people better, they prioritize wanting to come to see you.”
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