Cancellations are the bane of any medical practice’s existence. In the plastic surgery world, the average no-show rate averages between 20% and 30%. In some areas or specialties, the cancellation rate may be even higher. This can result in major financial losses for your practice. Thus, limiting the number of cancellations and no-shows is vital for running a successful plastic surgery practice. Here are the 5 best ways to prevent cancellations.
#1: Two-Way Texting
Many practices have already invested in automated appointment reminder texts. This ability is even built into some electronic medical records and scheduling systems now. However, not all of this texting software lets someone text back beyond the expected “Yes” or “No”. Sending an automated appointment reminder, but also allowing your patient to reschedule the appointment or discuss it with a real person on your team, can help cut down on cancellations.
While communication to reduce cancellations can also be achieved by calling, smartphones have made it easier and often more convenient to text. Catering to patients’ lives and needs in this way helps reduce cancellations, whether it be reminding a patient of their appointment or helping them reschedule.
#2: Price Simulator
It may seem counterintuitive that a lead generation tool would help reduce cancellations. In the case of Price Simulator (a tool for providing procedure estimates to prospects), this tools cuts down no-shows because of the experience and information the patient receives.. Firstly, they receive a price quote with an expiration. Even if your prices do not change within the expiration window, Price Simulator only guarantees individual quotes for 90 days. This encourages patients to schedule quickly and keep their appointment.
Additionally, the experience of using Price Simulator is one they will likely remember due to the easy-to-use interface and because not all practices take advantage of this powerful technology yet.
#3: Cancellation Fees
Even though cancellation fees are a well known tactic, it is worth mentioning that implementing cancellation fees limits no-shows. Often, the fee is somewhere in the range of $50, though this will vary and is set by each practice. Ensure that in their pre-appointment paperwork or the phone call where they make their appointment that the cancellation fee is clearly and prominently mentioned. Also, of course, there are unforeseen circumstances and emergencies that inevitably occur. It is best not to advertise the waving of the cancellation fee (except for in the case of rescheduling), but feel free to do so at your discretion.
#4: Confirmation Correspondence
Another common, but highly effective tactic is confirmation correspondence. This involves calls, emails, and texts that ask the patient to confirm their appointment. Normally these are carried out one to two days before the appointment. You certainly do not need to do all three forms of confirmation correspondence, but if you cannot reach them one way, it is worth it to try another.
If you do reach a patient and they confirm, this has a very low no-show rate. This is because it is now less likely that a patient will forget their appointment. It also makes a patient feel a level of integrity and responsibility to show up since they affirmatively committed to the appointment.
#5: Encourage Rescheduling
Offering patients a free alternative to canceling is often an attractive option. It helps retain patients who may not want to cancel their appointment, but need to for some reason. The best way to encourage rescheduling is to waive the cancellation fee if the patient reschedules. Of course, while unlikely that they would cancel or no-show again, it may happen, so some practices institute fees for frequent or last-minute rescheduling. However, if you are having a major cancellation problem, it is best to offer free rescheduling.
Also, using software or a system that can automate rescheduling is helpful and can clear up the burden of rescheduling on your team so that they can schedule more and deal with the more difficult cases. People like being able to solve their problems themselves, especially if they fully intend to attend the appointment and must reschedule.
Final Thoughts
Appointment cancellations and no-shows are an inevitable part of running a plastic surgery practice. Limiting them and discouraging them are the only ways to keep them as infrequent as possible. The only way to reduce cancellations and no-shows is to take an active role in preventing them by implementing tools and policies that do so.
Nothing is more important in your plastic surgery practice than seeing and serving patients. Cancellations prevent you from doing this while also costing you money. Consider implementing some of the tools and tactics mentioned above to cut down on appointment cancellations.