reduce no shows

How to Reduce Waste in Your Health System by Tackling No-shows

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You’ve seen it time and time again—the patient schedules an appointment, your provider waits for them a few minutes past the appointment start time, the patient doesn’t show up at all. No text, no call. It isn’t just a poor experience for the doctor involved — it’s hurting the health system’s bottom line.

It’s no secret that hospitals and health systems across the nation are having issues with profitability. A large part of this equation has to do with keeping costs down. While you can’t just choose not to invest in your infrastructure, technology, or your people — something you can control is the money lost by no-show appointments. These no-show appointments are a colossal waste that lurks in your scheduling process and is estimated to cause the healthcare industry an estimated $150billion in losses each year.

What is a no-show appointment?

A no-show appointment is an appointment that a patient 1) makes with a provider; 2) fails to arrive at; 3) does not cancel before the time of the appointment. These are different than cancellations. In a cancellation, the patient reaches out to the provider before the appointment, giving the provider sufficient time to fill the slot with another patient.

Why are no-shows so wasteful?

With cancellations, there is an opportunity to schedule another patient in the canceled time slot. Usually, the window that you have to fill these canceled appointments will be as short as 24 hours but can be as long as three weeks. We call this the replacement window because this is the amount of time that you have to replace the canceled appointment with a new patient. In a no-show, the replacement window is zero, which is why you cannot get your money back. These no-shows translate to lost revenues which hurt your health system’s bottom line. By allowing your health system to continue this wasteful process systematically, you are undermining its profitability.

What tools exist for reducing these wasteful no-show appointments?

Fortunately, there are a few different approaches and tools at your disposal for tackling no-show appointments. The first approach is the old-fashioned punish and reward system. It goes like this: financially punishing no-shows while rewarding (either through a small discount on their bill or another incentive like a sweepstakes drawing) patients who show up on time. However, this carrot-and-stick method isn’t enough to move the needle by itself. While you may limit the return of no-show patients, you aren’t increasing the replacement window or maximizing patient volume.

Thankfully there are technologies already on the market that are designed to reduce no-show appointments and maximize your replacement window. The most effective of these are digital, multi-channel appointment notifications. To appeal to a broader range of patient demographics, we recommend offering reminders via several media, including text message, email, and phone calls. To maximize the effectiveness of reminder notifications, they should include appointment confirmations with options to cancel or reschedule. Additionally, these notifications should have appointment reminders within 24 hours of the appointment start time, and any other information pertinent to the appointment. Examples include directions to the appointment location and appointment preparation procedures.

For additional engagement, some solutions like DocASAP’s Consumer Connect include a calendar appointment that can be saved to the patient’s schedule. Consumer Connect provides a mobile-first, patient-centric solution that helps not only with patient engagement, but also reduces no-show appointments. On average, DocASAP’s Consumer Connect solution, which includes DocASAP Reminders, cuts down the no-show rate by over 35% in the first year after deployment.

How online appointment scheduling maximizes the replacement window

If appointment reminders are a powerful way of reducing no-show appointments, then online appointment scheduling is its significant other, maximizing access which optimizes the replacement window. Think of it this way: you are now reducing your no-show appointments, but still have some patients who elect to cancel or reschedule. Online appointment scheduling, proven to expand patient access, increases the chance that another patient will be able to fill your empty timeslot. By expanding patient access, you can increase the likelihood that you fill empty slots in your provider’s schedule. This maximizes patient volume, which translates to money in the bank. Appointment reminders can truly work in tandem with online appointment scheduling to improve your health system’s bottom line.

To summarize, if you want an impactful reduction in no-show appointments, you need to use an appointment notification service that includes multiple notification types and mediums. To make further improvements, you need to maximize your replacement window by implementing intelligent online scheduling. Marrying reminders with online scheduling is one of the most impactful ways to start reducing waste in your health system — ASAP.

Promises, promises. How to get everything you deserve from your Online Appointment Scheduling (OAS) solution partner

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Picking a technology partner can be difficult and confusing. And it doesn’t help when your partner makes promises that they can’t keep. A good OAS solution partner should help you understand the value of their solution –  meaning, how they’ll help you meet your stated business objectives, such as a volume or percentage increase in traffic, a jump in total number of appointments or a boost in revenue. 

But don’t just take their word for it. Everything about OAS is digital and has the ability to be measured. A good OAS solution partner will show you how running analytics on your data can help you reach and report on your progress. In addition, make sure to talk about the difference between reports and insights. The key to meeting your business objectives is uncovering what the data is telling you and mapping it to your objectives in order to determine the business impact of your new OAS solution.

Below are some key metrics that an ideal OAS solution should analyze and how you can use the insights to make informed business decisions about your healthcare clinic or system. 

  1. Patient demographics: Demographics are captured at the time of booking an appointment, so you’re able to see daily, weekly, monthly, quarterly and yearly data trends. This data helps you identify trends in online scheduling such as average patient age, highest performing care center or most common visit – all reasons that could also impact your staffing, hours, locations and other business functions. 
  2. Patient booking behavior: What time of day do patients generally book appointments? Often it’s after hours when your office is closed. How many days before an appointment do they book? What devices are commonly used to book? These questions all have clear answers when we take the time to look at the data. And the insights can help you modify business processes or staff behaviors to better meet the needs of patients. 
  3. No show data: It’s important to understand the reasons behind no show appointments because they cost you money. Your OAS solution should capture information that provides visibility into why an appointment was canceled. Knowing how far in advance the appointment was scheduled, if the patient had insurance, and other data points can help you visualize behavioral trends so you can take proactive steps to reduce future no shows.

When evaluating an OAS solution partner, make sure to discuss your business objectives up front. Then, have your potential partner walk through all the ways you can positively impact your business objectives by tapping into patient behavior data and insights. Only by showing you how they can support your business over the long haul shows you how an OAS partner keeps their promises.