Last week I wrote a piece on charging cancellation fees to patients who no-show without notice, and finishing on time even though a patient comes late (and even if you have an empty slot after).
It may sound like I’m being harsh/hard on the patients, but if you study the business processes and flow and operations, the no-show and late policy trains patients to come on time and/or inform us in advance if they can’t make it – so we can free up the slots for other patients who are waiting for that slot.
I don’t like doing this as much as you do, but it’s an important business decision that we made after testing, and the results were amazing:
That being said, we expose this policy to all new patients, in every SMS reminders and notice at the counter, so that it becomes a norm to patients and therapists and front counter, and as they inculcate this habit, it becomes a norm for the patients to come on time or inform us otherwise.
Today, we have less than 1% of patients who are habitual latecomers and no-showers.
I hired a clinic manager to speak in person who are flagged up by our front desk if any patients are found to have canceled 2x in a row be it last minute no show or within the 12 hours period, to find out if everything was ok and to ensure that their rehab is not sidelined.
Did you miss the hint of how we did it?
It’s in this paragraph:
We expose this policy to patients as often as we can:
This policy is something that I will likely not remove from my therapy businesses…ever. It’s THAT important and useful for the business.Back to top of page