A well-run clinic starts with the efficiency of its scheduling system and patient no shows are a source of frustration to every clinic. From the wasted preparation time to the lost income, having a strategy in place to reduce them is essential.
What practical steps can you take?
There are a number of ways to effectively reduce the volume of DNAs:
Repeating appointment details – by repeating appointment details clearly and often may sound simple but how many times have you made an appointment only for it to be the wrong day? Clarifying the day and date is easy to do and cements the appointment in your mind and the mind of your patient. Even if a patient records their next appointment in a diary or on their phone, ask if they want an appointment card to remind them of the details. Appointment confirmations should also be sent by text and/or email.
Use multiple reminder methods – the next step is to set up a reminder system and this can be automated via text or email as many days before the appointment as necessary.
What else can be done?
Enabling the patient to book themselves an appointment online makes life easier for you and your patients. Patients can find and book treatments at their convenience and not have to rely on the clinic’s opening times.
Taking a small deposit via an online payment – whilst booking an appointment online, the next step is to enable the patient to pay for the treatment at the same time. By taking a small deposit, or even paying for the entire appointment, provides a huge incentive for patients to turn up as they’ve already committed the cash!
Sending a ‘no show’ message – as a gentle reminder that the patient has missed their appointment, send a polite but firm message, letting them know you’re sorry to have missed them and encourage them to contact you right away to reschedule. If you have a policy of charging for DNAs, remind them of the terms.
Introduce a reward scheme – for patients who consistently keep their appointments and arrive on time, you can reward them with perhaps a small discount or a gift card. Letting them know that you appreciate their efforts and cooperation helps to build patient loyalty. When patients feel valued, they are considerably less likely to become a no-show.
What can e-clinic do for my clinic?
e-clinic 2 is an easy-to-use clinic management software package which is packed with features so your clinic has everything it needs in one place.
And to help with your DNAs, we’ve launched BookmyClinic, a fast and easy to use online booking app, to make life easier for you and your patients. BookmyClinic connects patients to the medical services they seek. Patients can find and book treatments round the clock then quickly and easily pay for them.
