Reducing no-shows in healthcare is crucial to ensure efficient use of resources, minimize patient wait times, and improve overall healthcare delivery. Additionally, missed appointments may impact a physician’s revenue and further strain the health system.
In a 2022 Medical Group Management Association (MGMA) Stat poll, almost half (49%) of medical groups reported an increase in no-show rates since 2021.¹
Leveraging a combination of communication strategies and technology can be an effective approach to reduce patient no-shows while helping to streamline practice operations:
- Provide patients with an online portal to allow for seamless appointment scheduling that helps them control their schedule.
- Ensure clear and concise communication with patients regarding appointment details, including date, time, location, and any necessary preparation instructions
to avoid confusion or misunderstandings that may contribute to no-shows. - Educate patients about the importance of attending scheduled appointments and the potential consequences of no-shows. Highlight the impact on their own health and the healthcare system. Provide patients with a written no-show policy outlining the required notification and fees if appointments are not cancelled within the required time.
- Implement automated patient reminders through HIPAA compliant text messaging, email, automated phone calls, or via patient portal which facilitates easy appointment confirmations and allows the patient to cancel in a timely manner if needed. Healthcare providers can identify potential no-shows in advance and reschedule accordingly.
- Offer flexible scheduling options to patients, such as evening or weekend appointments to help accommodate their availability and reduce the likelihood of no-shows due to conflicting commitments.
- Reduce patient barriers to care by providing convenient access to telemedicine and virtual appointments for certain healthcare services.
- Provide transportation assistance or information on available public transportation options for patients who may have difficulty reaching the healthcare facility. Lack of transportation can be a significant barrier to attendance for some patients.
- Address potential financial obstacles that may prevent patients from attending appointments by offering flexible payment options, assistance programs, or insurance guidance.
¹Harrop C. “Patient no-shows pose concern amid medical practice staffing challenges, consumer price hikes.” MGMA. Aug. 3, 2022. Available from: https://www.mgma.com/stat-080222.
Andie Tena is CAP’s Assistant Vice President of Practice Management Services. Questions or comments related to this column should be directed to ATena@CAPphysicians.com.