A strong no-show policy not only reduces late and no-show appointments but protects your practice revenue and patient relationships. Here’s how.
Does your practice manager constantly deal with no-show appointments and late cancellations? Missed appointments create plenty of hassle for hardworking healthcare staff and can significantly impact the bottom line and compromise care quality — but a no-show policy can help.
Every missed appointment interrupts care for the patient and revenue for the practice. A no-show also inconveniences and delays care for others. Missed appointments affect productivity and waste resources, increasing "soft costs." A 2023 Tebra survey reveals that no-shows and cancellations cost practices as much as $7,500 per month.
“ No-shows and cancellations cost practices as much as $7,500 per month. ”
Your practice needs a strong cancellation policy to reduce no-shows and support your team. But how you handle no-show appointments also impacts patient retention. The same Tebra survey found that 53% of patients would switch providers because of a no-show appointment policy. Therefore, an effective no-show policy must consider the needs of both practice and patients.
Here are best practices for writing a no-show appointment policy that won't alienate your patient base.
A policy that reads like a stern list of rules and punishments can sound condescending. It may also intimidate patients who are experiencing stress from school, jobs, or family while dealing with a health crisis. If your policy doesn't treat the patient as an individual with a life outside the clinic, why should the patient show consideration for the practice?
Instead, consider your cancellation policy as an invitation for patients to participate in an efficient and fair system that benefits everyone involved. To design a no-show policy that prioritizes patient engagement, use empathy along with clear, respectful communication.
Empathy is vital for a no-show policy that doesn't scare patients away. Your policy should be compassionate for the struggles that force people to miss scheduled appointments. Your policy can also help patients understand how missed appointments affect the practice, if you wish.
Missed appointments usually occur because of forgetfulness, work conflicts, illness, and transportation challenges. Often, these circumstances are beyond patients’ control. A policy that clarifies boundaries while offering some accommodation in such situations encourages patient trust in the practice and provider. Trust helps motivate patients to improve health behaviors, including appointment adherence, and can positively impact health outcomes.
Use straightforward but comprehensive language, and assume patients are intelligent, well-intentioned, and trustworthy. For example, to communicate why no-show appointments cause problems, include a few details about how a no-show makes extra work for the practice manager or increases wait times for other patients.
A no-show policy should clearly outline expectations for scheduled visits and explain how to cancel appointments. It typically includes information about:
Some no-show policies include information about unexpected schedule changes that occur on the practice side. This treats the patient equally, shows respect for their time, and empathizes with any issues caused if the practice cancels at the last minute.
HealthTexas Medical Group has a strong example of an empathetic policy written clearly and respectfully. It opens:
"We understand that situations arise in which you must cancel your appointment. It is therefore requested that if you must cancel your appointment you provide more than 24 hours notice."
Right away, the practice establishes empathy by using "we understand," and shows respect by using “requested.”
After outlining the details, the document wraps up with language that supports the clear communication necessary for patient trust:
"HealthTexas believes that a good physician/patient relationship is based upon understanding and good communication. Questions about cancellation and no-show fees should be directed to the clinic manager at [phone number]."
You can start with this basic no-show policy template and customize the language and formatting to fit your practice:
No-show/late cancellation policy
We understand that you may need to cancel an appointment occasionally. In such circumstances, please contact us no later than 24 hours before your scheduled appointment time. You may do so by calling [phone number], emailing [email address], or using the patient portal.
If you do not show up for your appointment, or cancel or reschedule within 24 hours of your appointment time, we will consider that a no-show. No-show appointments may be subject to a $25 fee. No-show fees are the patient’s sole responsibility and must be paid in full before your next appointment. If the no-show fee might prevent you from receiving necessary care, please contact us.
We know that unexpected situations sometimes arise. In the case of emergencies or extenuating circumstances, we may waive the no-show fee. Waivers are determined on a case-by-case basis at the practice management's sole discretion.
If our office must cancel your appointment with less than 24 hours notice, you may choose to meet with a different provider (if available) on the same day, to reschedule, or to cancel. In these circumstances, we will not charge you a cancellation fee.
If you have questions about our cancellation policy, or you’re experiencing an emergency, please call [phone number] or email the practice manager at [email address].
