Comments on: How to Reduce Cancellations, Reschedules and No-Shows: Our Strategy http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy/ Practice growth for alternative, holistic and integrative health professionals Sun, 20 May 2012 15:09:15 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Dan http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy/comment-page-1/#comment-13730 Dan Sun, 20 Feb 2011 13:29:21 +0000 http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy.html#comment-13730 Hi Clairee, It sounds like your biggest challenge might not really be scheduling, but in finding a way to differentiate yourself. If your clients see so little difference between you and other optometry practices that they'd switch on a moment's notice, then it may be time to start thinking about how to improve. For us, that means service, but it may mean something different in your practice. But you might start be gathering some of your best clients and asking them why they stick with you, what they like, and what could make the experience even better. We did something similar for the women's health services at our clinic. It's an insightful process - you can see the results here: http://stonetreeclinic.com/2011/02/09/patient-centered-care-how-our-well-woman-visit-was-born/ Hi Clairee,

It sounds like your biggest challenge might not really be scheduling, but in finding a way to differentiate yourself. If your clients see so little difference between you and other optometry practices that they’d switch on a moment’s notice, then it may be time to start thinking about how to improve.

For us, that means service, but it may mean something different in your practice. But you might start be gathering some of your best clients and asking them why they stick with you, what they like, and what could make the experience even better.

We did something similar for the women’s health services at our clinic. It’s an insightful process – you can see the results here:

http://stonetreeclinic.com/2011/02/09/patient-centered-care-how-our-well-woman-visit-was-born/

]]> By: Clairee http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy/comment-page-1/#comment-13506 Clairee Thu, 17 Feb 2011 17:09:25 +0000 http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy.html#comment-13506 I'm in two year old optometry practice, thus 90% of our appointments are for new patients and most appointments are made less than a week ahead of time. There are at least 10 similar practices within 2 miles of my location where patients can receive same day appointments. We call our patients the day before their appointments, we stress that we need notice if they need to reschedule or cancel their appointment. However, I still have many no shows. I feel like charging the patients for not showing up is an unrealistic option, as most will just ignore the charge and go to see the competition instead. I dont know what I can do differently to reduce the quantity of no shows. Help! I’m in two year old optometry practice, thus 90% of our appointments are for new patients and most appointments are made less than a week ahead of time. There are at least 10 similar practices within 2 miles of my location where patients can receive same day appointments. We call our patients the day before their appointments, we stress that we need notice if they need to reschedule or cancel their appointment. However, I still have many no shows. I feel like charging the patients for not showing up is an unrealistic option, as most will just ignore the charge and go to see the competition instead. I dont know what I can do differently to reduce the quantity of no shows. Help!

]]> By: Managing your appointments - heartharmony.com.au - Small Business Tips http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy/comment-page-1/#comment-106 Managing your appointments - heartharmony.com.au - Small Business Tips Fri, 22 Aug 2008 11:56:32 +0000 http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy.html#comment-106 [...] why I loved this blog post by Alternative Health Practice.com - it outlines some great strategies to help all businesses manage their appointments. Some of the [...] [...] why I loved this blog post by Alternative Health Practice.com – it outlines some great strategies to help all businesses manage their appointments. Some of the [...]

]]> By: Acupuncture http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy/comment-page-1/#comment-105 Acupuncture Thu, 17 Jul 2008 01:55:25 +0000 http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy.html#comment-105 Thanks, Dan. As my acupuncture practice grows, I have found myself doing reminder calls for the habitual cancellers/postponers. I haven't put it into practice for everyone, but it seems to be working out better. Cheers! Thanks, Dan. As my acupuncture practice grows, I have found myself doing reminder calls for the habitual cancellers/postponers. I haven’t put it into practice for everyone, but it seems to be working out better. Cheers!

]]> By: Dan http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy/comment-page-1/#comment-104 Dan Thu, 26 Jun 2008 10:33:33 +0000 http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy.html#comment-104 @Acupuncture: Thanks for the comment! I can't imagine not doing our reminder calls. It takes about an hour to call everyone for an upcoming busy day, but for us, if we can save just one missed appointment, it covers the cost of about two weeks of paying someone to make those calls. Even if you don't have staff, I think you can pay a person for 30 minutes a day to just make your reminder calls, and come out money ahead. @Acupuncture:

Thanks for the comment!

I can’t imagine not doing our reminder calls. It takes about an hour to call everyone for an upcoming busy day, but for us, if we can save just one missed appointment, it covers the cost of about two weeks of paying someone to make those calls.

Even if you don’t have staff, I think you can pay a person for 30 minutes a day to just make your reminder calls, and come out money ahead.

]]> By: Acupuncture http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy/comment-page-1/#comment-103 Acupuncture Thu, 26 Jun 2008 04:17:19 +0000 http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy.html#comment-103 Thank you for this post, as well as the comments! I just began a business and do find that while I had set a cancellation policy, I haven't stuck to it as I should. I think reminder calls for people who prove unreliable can be helpful, but then, should I really take my time to remind them? It seems to be a fine line between knowing life happens and wanting to be forgiving & flexible, but then sending the wrong message and not respecting our own time. With recent cancellations and finding your post, I certainly have to figure out what will work for me! Again, thanks for your tips :) Thank you for this post, as well as the comments! I just began a business and do find that while I had set a cancellation policy, I haven’t stuck to it as I should. I think reminder calls for people who prove unreliable can be helpful, but then, should I really take my time to remind them? It seems to be a fine line between knowing life happens and wanting to be forgiving & flexible, but then sending the wrong message and not respecting our own time. With recent cancellations and finding your post, I certainly have to figure out what will work for me! Again, thanks for your tips :)

]]> By: Dan http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy/comment-page-1/#comment-102 Dan Tue, 24 Jun 2008 15:31:16 +0000 http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy.html#comment-102 Hi Julie, Thanks for the comment! We're a little more lenient. Maybe it's the Canadian in me... :) Mostly, though, I screw up the odd appointment myself in my personal life, so I know it's not always malicious disrespect when a client makes an honest mistake. Our three-strike rule usually applies to existing clients. They spend a decent amount at the clinic, and we're flexible - if they miss a couple of appointments over a couple of years of spending thousands of dollars with us, it's hard for me to gripe. New clients who just don't bother to show or call don't get the same level of flexibility, though. Hi Julie,

Thanks for the comment! We’re a little more lenient. Maybe it’s the Canadian in me… :)

Mostly, though, I screw up the odd appointment myself in my personal life, so I know it’s not always malicious disrespect when a client makes an honest mistake.

Our three-strike rule usually applies to existing clients. They spend a decent amount at the clinic, and we’re flexible – if they miss a couple of appointments over a couple of years of spending thousands of dollars with us, it’s hard for me to gripe. New clients who just don’t bother to show or call don’t get the same level of flexibility, though.

]]> By: Julie http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy/comment-page-1/#comment-101 Julie Tue, 24 Jun 2008 15:17:48 +0000 http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy.html#comment-101 The hardest yet most important part is enforcing the cancellation policy. I think that giving people warnings and three strikes is way too lenient and it further teaching people how to treat you (and your business). How you treat your clients affects other therapists too so be aware that what you do is also affecting the next client. I have a very strict policy being a massage therapist. My schedule is full, I can only do so many sessions a week so each appointment matters to me. I recently had a few people cancel at the last minute who knew that I would charge but thought that they would get away with the first one as long as they rebooked right away. I said it wasn't so they left angry never to come back which is OK with me but it is a reflection of the whole profession. It is all about getting people to respect us. When they don't they are more likely to cancel at the last minute or just no show. Julie The hardest yet most important part is enforcing the cancellation policy. I think that giving people warnings and three strikes is way too lenient and it further teaching people how to treat you (and your business).

How you treat your clients affects other therapists too so be aware that what you do is also affecting the next client. I have a very strict policy being a massage therapist. My schedule is full, I can only do so many sessions a week so each appointment matters to me. I recently had a few people cancel at the last minute who knew that I would charge but thought that they would get away with the first one as long as they rebooked right away. I said it wasn’t so they left angry never to come back which is OK with me but it is a reflection of the whole profession.

It is all about getting people to respect us. When they don’t they are more likely to cancel at the last minute or just no show.

Julie

]]> By: Weekly Links- New on CMNotes | Chinese Medicine Notes http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy/comment-page-1/#comment-100 Weekly Links- New on CMNotes | Chinese Medicine Notes Thu, 22 May 2008 13:17:56 +0000 http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy.html#comment-100 [...] How to reduce cancellations- this is the short version of the long subject line of a post over at Alternative Health Practice, a blog with lots of ideas about running a clinic for alternative health, which applies to CM. Note it. [...] [...] How to reduce cancellations- this is the short version of the long subject line of a post over at Alternative Health Practice, a blog with lots of ideas about running a clinic for alternative health, which applies to CM. Note it. [...]

]]> By: Ingrid http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy/comment-page-1/#comment-99 Ingrid Tue, 25 Mar 2008 21:46:49 +0000 http://practitionersjourney.com/2008/03/how-to-reduce-cancellations-reschedules-and-no-shows-our-strategy.html#comment-99 Great post! You have outlined some terrific strategies that apply to anyone whose business runs on appointments. Great post! You have outlined some terrific strategies that apply to anyone whose business runs on appointments.

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