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    How to prevent no-shows in your practice

    Learning from other industries that this practice is rude


    No-shows and cancellations are an annoying part of any optometry practice. They are disruptive and costly, but mostly they are rude.

    There have been a variety of strategies employed over the years to minimize the impact of these aggravating realities, but none have been successful at alleviating them.

    Our industry is not alone in this battle to make sure that appointments are kept and customers meet their obligations. Many of our attempts to decrease no-shows have been modeled after others industries.

    Previously from Dr. Rothschild: 5 zones of your practice that need TLC

    How other industries do it

    No-shows are probably most common in the airline industry.

    So many things impact your ability to get on every plane—in every city—every time.

    Weather, delays, and travel to the airport all play a major role. Multiply that times the number of people who fly every day, and it’s amazing we ever make it on time.

    It used to be relatively common to board a large airplane with only a handful of people on it. The expense of a semi-filled plane finally became too much to absorb, and the airlines adjusted. Now most flights are full—no matter what.

    How do they do it? They over sell.

    Michael Rothschild, OD
    Dr. Rothschild is the Director of Practice Management at Revolution EHR.

    2 Comments

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    • UBM User
      I have been using Square appointments for the last 3 months and have reduced my No show rate to almost 0. For $30 per month, it allows the patient to Schedule, Reschedule or cancel their own appointment. Your office sets the parameters for scheduling, so that you have total control for accepting or denying appointment requests. The patient receives an e-mail and text message reminder prior to their appointment. If the patient no shows, an e-mail and text message will be sent to the patient. In a technology world, where everyone is looking at their phones 24 hrs a day, this system has been highly effective.
    • Anonymous
      I am in private practice and currenlty using Square appointments. For $30 per month, it allows patients to book, reschedule or cancel their appointments. It allows the provider to do the same. It sends the patient both and email and text remindesr of their appointment. If the pt is a no show, it also informs them by email and text. It has reduced my no show rate to almost zero. The practice controls the parameters for the patient scheduling and accepts or declines any appointment request. In our world of technology, I find everyone has an email address or cell phone or both and this scheduling system is has a captive audience.

    Optometry Times A/V