Do you ever wonder why some patients miss their appointments, even when you believe they value your services? Many theories attempt to explain this phenomenon, but the real answer lies in a simple concept: ownership. To reduce missed appointments, you must take ownership of your practice, your systems, and the responsibility to address and fix the issue.
Emergencies and unforeseen circumstances can cause appointment no-shows, but some practices maintain impressively low cancellation rates. What sets them apart is the owner's recognition of their responsibility to:
Address the problem.
Prevent its recurrence.
Develop a system to manage it.
When discussing management and leadership within your healthcare team, remember there are two levels of leadership involved in reducing no-shows and last-minute cancellations. It's not just about doctor-patient communication; it also involves doctor-to-team communication. To achieve this, you need to invest in training and accountability within your team.
Some doctors may argue that they lack the time for this, but the solution is to bring in someone who can create accountability and provide training for the team. Training alone is insufficient without accountability. Teams thrive with structure and accountability, making them happier and more effective in their roles. Remember, the value of training is directly proportional to the level of accountability you enforce.
Here are some tips to enhance your client training efforts:
1. Evaluate Team Communication:
Scrutinize the language your team uses when scheduling and confirming appointments.
Establish mechanisms for holding the team accountable.
Implement spot checks and evaluations of occasional conversations.
Develop a rating system for phone calls.
Without accountability, even the best teams can slip. Teams respond faster when they know they are being monitored and evaluated. Make accountability a fundamental part of your approach, as recommendations without it are merely suggestions.
2. Visualize Your Policies:
Provide patients with a visual representation of your cancellation policy during scheduling.
3. Explain the "Why":
Share the reasons behind your cancellation policy with patients. Connect with them emotionally by explaining the purpose behind the rules. People appreciate understanding the why, which fosters a stronger connection and respect for your time.
4. Embrace Karma:
In business, your actions set the tone. Consistently moving appointments, taking last-minute vacations, or making patients wait can lead them to believe your time is flexible. Remember, we teach people how to treat us.
5. Consistency is Key:
Handle situations consistently and ensure the quality of care remains high. Patients who feel valued and important are more likely to respect their appointments.
Taking ownership of the appointment management process and instilling accountability within your team are the keys to reducing missed appointments. By following these tips and principles, you can build stronger patient relationships and a more successful practice. If you're interested in learning more about enhancing patient relationships, contact our team for a complimentary marketing planning session today.