reminders

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.

Post-booking blues: How an OAS should promote your brand after each booking

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If you’re thinking about implementing an online appointment scheduling (OAS) solution – or switching your OAS partner – one of the questions you may have is, “Can an OAS help promote and protect my brand after a patient has booked an appointment?” We think that’s a great question, and we’re here to answer it. This is part two in our two-part series of using an OAS to protect and grow your brand. You can find part one here.

Fiction: An OAS has no impact on my brand once an appointment is booked. 

Fact: Remember in part one when we said that not all OAS solutions work the same way? Yeah, that’s the theme of this series, so we’re going to keep reminding you of that fun fact. At DocASAP, we feel that ongoing engagement with your patient is one of, if not the most, important aspects of online scheduling. Keeping your patients informed has a huge impact on brand perception, but you won’t get it from all OAS vendors. 

Think about it. We know ongoing engagement is positive from our own experience. No one likes to wonder if an appointment is actually confirmed or if the time you took off work for this appointment will be worth it. But we also have data to back it up. 

Using an OAS is actually proven to reduce the number of no shows and improve overall patient retention. Therefore, when looking at an OAS partner, consider one that offers these brand-supporting ongoing engagement features.  

  1. Notifications via email or text: This is a bit of a no-brainer, but it’s also important to allow the patient to be able to choose their preferred notification channel. When you interact with patients on their preferred devices, they are happier and say nice things on social networks about your brand.
  2. Ability to cancel or reschedule from email or text reminders: It’s common for patients to forget about an upcoming appointment. While reminders are helpful, patients often get these on-the-go. So why not let them cancel or reschedule directly from the text or email with just a few clicks? Having to call or log onto a website later often leads to no shows, but also makes it difficult for patients to interact which can be damaging for your brand. 
  3. Post-appointment care-driven reminders: With everything on our minds, patients don’t always think about preventative or post- care. However, a good OAS can remind patients of important actions that help them manage their health in an ongoing manner. Non-appointment related updates can help remind patients of the value of your brand, and help patients feel as if you are helping them stay on top of their health needs.
  4. Referral management: Telling a patient they need to see a different physician can be frustrating, especially if the patient also has to deal with booking another appointment. However, you can reduce frustration when your OAS has a built-in referral management solution that allows you to directly schedule an appointment online for a patient with the physician you’re referring to. This closed loop scheduling also keeps the patient within your network which is key to patient retention and brand loyalty.

There you have it. A good OAS shouldn’t drop engagement activities with patients after an appointment is booked. But some do. Pick the right one and see how much better your brand can be in the eyes of your patients.