Determining Scheduling Needs and Protocol for No-Show, Missed, Cancelled, or Follow-Up Appointments

When scheduling appointments, what factors need to be taken into account?

The needs of the patient, the habits and preferences of the provider, and the capacity of the facility.

Matrix

A grid with time slots blocked out when unavailable or closed

How would you prevent a no-show?

Automated call routing: patients can confirm or cancel appointments by pressing a key. Appointment cards: reminder of scheduled appointments. Confirmation calls: have preferred phone number (work, home, cell)

What do you do if a patient is a no-show?

Document the no-show in the patient's record for legal reasons. It is optional if the practice wants to charge a fee.

What do you do if a provider cancels their appointments?

If a patient is already there, ask to reschedule or ask if they want to wait. Call and reschedule patients with appointments for later that day. If the provider has an emergency or is ill, let the patients know. Do not disclose information about where and why the provider cancelled.

What do you do when a patient cancels their appointment?

Remove original date and time and add new appointment date and time. Have a list of patients who want to come in as soon as possible and call them. Note the cancellation in the patient's record.