Struggling with high cancellation rates in your therapy clinic? This article offers actionable tips to help reduce no-shows and cancellations. From patient education and collaborative treatment plans to effective front desk strategies like reminders and clear cancellation policies, you'll find practical solutions to keep your clinic's schedule full and your patients engaged in their recovery.
In the therapy world, cancellations are inevitable, especially in outpatient physical therapy clinics. Cancellations can interrupt a patient’s treatment plan and lead to regression if a patient is canceling too often. There are several techniques that can be utilized, by both the therapist and the front desk, to help decrease the number of cancellations your clinic is experiencing. If your practice is experiencing a high volume of cancellations, here are a few techniques to try:
Lower your cancellation rate with these 7 tips!
- Educate your Patient on the Importance of Attending Therapy
First and foremost, patient education on the plan of care and length of treatment should be discussed in depth at the initial visit. In conjunction, therapists should also emphasize the importance of patient attendance to remain on track with their individualized treatment plan and stay on the expected course of recovery at each follow-up session. Explaining each exercise and identifying the patient’s progress at follow-up sessions can also help the patient stay motivated and continue to be invested in their recovery plan.
Additional Insight: According to research, patients who understand the long-term benefits of staying committed to therapy tend to have higher engagement levels. Take the time to explain how consistent attendance directly impacts their progress, recovery speed, and overall health. Use clear language, and provide a visual timeline of the patient’s treatment journey.
- Collaboration is Key
Oftentimes, the patients who continue attending their regularly scheduled therapy sessions are the ones who are directly involved in their treatment plan and have collaboratively set goals with their therapist. Allowing the patient to give input into the goals they want to accomplish by the end of therapy provides them the opportunity to be more invested in their individualized care plan. When a patient is invested and buys into their recovery, the likelihood of the patient canceling decreases.
Additional Insight: Consider using a goal-setting framework such as SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound). Encouraging patients to visually track their progress in the clinic can foster ownership of their recovery journey. Let them know their involvement in the process makes a tangible difference.
- Create a Fun, Welcoming, Encouraging, and Positive Environment
Give praise, high fives, and celebrate accomplishments, whether a patient progresses with an exercise or achieves one of their goals! Building an interpersonal relationship and getting to know your patients on a more personal level has a much greater impact than you may think! The more invested you are in your patient’s recovery, the more invested the patient is likely to be in showing up to their therapy appointments.
Additional Insight: Clinical research has shown that a positive, supportive environment improves patient outcomes. When patients feel like they are part of a supportive community, they are more likely to be committed to the process. Take a few extra minutes to chat and engage on a personal level, which will build trust and help patients see you as a partner in their recovery.
- Continually Progress the Patient’s Treatment Plan
Another good way to keep the patient engaged and invested in their therapy is to continually progress the patient’s treatment plan. As the patient progresses and continues to be able to do more activities and exercises, the therapist should adjust the treatment plan so that the patient is always being challenged. By keeping the treatment session fresh and interesting, the patient is more likely to show up for their session and less likely to attempt to finish up their plan of care at home. If the therapist is not providing cues or does not frequently switch up the patient’s exercises, then what’s to prevent the patient from canceling and just completing their exercises at the gym or at home?
Additional Insight: Progressive challenges are key to keeping patients motivated. Research indicates that patients are more likely to stick with a program that progressively pushes their boundaries while remaining attainable. Use a step-by-step approach to show the patient their improvements. Celebrate each milestone, no matter how small, to keep them engaged.
Techniques for the Front Desk:
- Create and Enforce a Cancellation Policy
If you don’t have one already and you are seeing a large number of cancellations, enforcing a cancellation policy may be the way to go. It might help to charge a fee if a patient cancels less than 24 hours prior to their appointment time. Explaining and emphasizing the cancellation policy at the patient’s first appointment is crucial to ensure there is no misunderstanding.
Additional Insight: Be transparent and empathetic when enforcing the cancellation policy. Some clinics have found that automated reminders combined with the cancellation policy can significantly decrease no-shows. Ensure your front desk team is consistently reinforcing the policy and that patients understand the reasoning behind it – namely, to maintain high-quality care and service.
- Remind Patients by Phone or Email
Many patients often forget about their appointments, especially if they are only attending therapy once or twice a week. Therefore, sending out an appointment reminder 24-48 hours prior to the patient’s appointment may help reduce cancellation rates. This also provides the patient with an adequate amount of time to cancel and reschedule if an emergency or conflict of interest has occurred. Be sure to check with each patient at the first appointment to determine which communication method works best for them!
Additional Insight: Automated SMS and email reminders have proven to be highly effective in reducing cancellations. Research suggests that patients are more likely to show up when they receive a personalized reminder that includes details such as the therapist’s name, session goals, and any preparation needed for the session.
- Provide Wallet-Sized Appointment Cards
While it may seem outdated, providing wallet-sized appointment cards—especially for those patients who are not as tech-savvy—can do wonders. The appointment card should have the date and time along with the clinic’s phone number and address on it, so that should the patient need to reschedule, they can easily contact the clinic.
Additional Insight: For patients who prefer physical reminders, a wallet-sized appointment card can also be a great conversation starter, and can increase engagement. It is essential to align this with a digital confirmation system that provides patients with multiple channels for managing their appointments.
Final Note
Cancellations will always be present in therapy clinics, but by implementing the above techniques and improving the soft skills of not only your front desk workers but your therapists as well, you will likely see a decrease in your clinic’s cancellation rate and overall improved patient outcomes. Just remember, as Dr. Francis Peabody once said, “The secret of the care of the patient is caring for the patient.”
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