Transform No-Show Appointment Messages Into Reschedules

In a perfect world, patients would always show up for their appointments. But we don’t live in a perfect world.

No-shows cost the American healthcare system an estimated $150 billion a year, or an average of $200 per missed appointment, according to Forbes.

The best solution, of course, is to prevent no-shows. Proven solutions that significantly reduce no-show rates include:

• Sending automated appointment reminder messages at different stages leading up to the appointment date
• Confirming appointments with patients close to the appointment date
• Including an option that allows patients to reschedule or cancel ahead of time if necessary

But for patients, as for all of us, life happens, and every healthcare facility has its share of unanticipated no-shows. To mitigate the loss and ensure those patients reschedule at a time that works for them, create no-show appointment messages that reduce appointment leakage.

Handling No-Show Appointment Messages

When a patient doesn’t show up, getting them back on the schedule is a top priority. To accomplish this, what’s the best no-show appointment message to send? Here are two simple steps that can help:

Step #1: Automatically Request a Reschedule

Did your “confirmed” patient fail to show up? Use your automated system to immediately request that they schedule a new appointment.

An effective no-show appointment message goes out the same day as the missed appointment and links to a new-appointment request form, giving the patient an immediate chance to reschedule. It might look something like this:

“We’re sorry you couldn’t make your appointment with us today. Please use this link to reschedule for another time.”

Most patients didn’t no-show because they wanted to. By reaching out to them right away, you give them the chance to reschedule while it’s still top-of-mind.

Step #2: Reach Out With 2-Way Texting

For both patients and staff, a prolonged game of follow-up phone tag is frustrating. Simple Interact recommends solving the problem by using 2-Way SMS Chat.

Today, people are much more likely to read and respond to a text than to answer or return a phone call. Text messages reach patients wherever they are, and they aren’t drowned in a sea of email inbox marketing. They stand out, and they provide a convenient form of asynchronous communication that patients appreciate and respond to.

To Recap

Appointment no-shows happen. First, focus on preventing them with proactive, automated communication before scheduled visits.

Then, if a patient fails to appear, work quickly to restore them to the schedule:

• Have your automated system reach out the same day to request a reschedule.
• Use 2-way texting to follow up with patients and finalize a new appointment time.

No one wants no-shows to disrupt their calendar or affect their profitability. Simple Interact would love to show you our easy, customizable tools for reducing no-shows and appointment leakage, including automated appointment reminders and 2-way SMS texting.

Contact us for a demo.