How to Reduce No-shows and Cancellations in Your Clinic

The reality is that you and the client want the best outcomes for their health. Maintaining their appointment schedule and care plan recommendation is vital for that outcome to be achieved. Missed and appointment cancellations diminish your ability to create those outcomes for your clients.

Here are 6 ways you can reduce no-shows and cancellations:

1. Send a welcome email / video / letter

This gives you an opportunity to answer any client questions, send over new client paperwork, welcome your client and reinforce their decision of choosing you.

2. Set expectations

This can be done in the welcome communication or in the form of a “client agreement” form. This clarifies the care plan ahead, how you’re going to work together to achieve their outcome goals as well as your cancellation policy.

3. Reminders

Things come up in life, reminding your clients of their appointment via email, SMS and/or phone call is a great way to ensure they make it in. Allowing enough time for clients to reschedule in an emergency takes the pressure off them and you.

4. New Client Orientation

A new environment can make clients feel overwhelmed or uncertain. To minimise the uncertainty, you could induct your new client to your clinic. Your admin (or VA) can call or email your client before their appointment to outline what to expect at the first appointment. The personal touch really goes a long way in connecting with your clients.

5. Reschedule immediately

In the event of a cancellation, it’s important to quickly reschedule to minimise any interruption to the clients care plan. While automated procedures do work, the personal touch of a friendly phone call shows the client you care that they return.  Clients can feel like it doesn’t matter if they return or not… whilst we know that’s not true, it can be real for your clients.

6. Post appointment follow up

A personal call or email to follow up on the previous appointment and to rebook is a kind gesture. Keeping the communication open between appointments by sending helpful links, articles and videos encourages connection.

The Psych Assistant can help you introduce or improve all of the steps mentioned above in your clinic. We’d love to help you and your clients, book your free 15 minute discovery call to see how we can help.