Establish Some Ground Rules For Patient Cancellations
One of the most common problems with patient no-shows and cancellations is the lack of proper communication between the practice and its patients. Introducing a more pro-active patient communication strategy can go a long way to establishing a better patient/provider experience.
Setting the ground rules for any business relationship is important, and patient / provider relationships are not any different. It is critical that patients understand that last minute cancellations and have an impact on not only your practice, but also on their health, and other patients.
Here are quick tips to foster better patient appointment communication:
1. Know Your Patients
Our lives are busy today, and we often forget the important things when not organized. If you have a patient demographic that is young, or elderly, or on Medicare/Medicaid these patients require special attention. Introduce a method of contact form, to determine the patients best method of contact. Understanding your audience will allow you to communicate more effectively with them.
2. Confirm Your Patient Appointments
Confirm your patients’ arrival 2 days prior to their appointment. This should be a mandatory policy for your practice. By contacting and confirming your patients 48 hours prior to their appointment, you will have time to fill the appointment from your back up or waiting list should they cancel their visit.
3. Communicate Your Message
Make it a point of posting your cancellation policy prominently in your office and make it part of your reminder process as well. Take every opportunity to make your policy known at every “touch-point”. Studies show that reinforcement works if done properly.
4. How You Communicate Is As Important As Your Message
One of the main reasons that patients do not notify practices of their appointment cancellations is the fear that they will be penalized. So how do you overcome this hurdle? Create a message that is more patient friendly. Feel free to email me for sample verbiage that has been proven effective with our clients.
5. Use Technology To Assist You In Managing Your Patients
Patient Communication has evolved tremendously the past five years. Take the time to research the best technology for your busy practice and implement it in your practice environment. You will notice an immediate difference in office efficiencies and patient cancellations.
December is the perfect month to review and configure an effective patient communication strategy for 2011. Visit the MGMA Buyers Guide for a list patient communication services that can assist your practice.