Module 5: No-Show and Follow-up
Managing No-Shows and Follow-ups
Proper management of no-shows and follow-ups is essential for maintaining patient engagement and optimizing clinic scheduling. This module covers the protocols for handling missed appointments and conducting effective follow-ups at Advantage Healthcare Systems.
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Master no-show documentation procedures
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Learn effective follow-up communication techniques
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Understand rescheduling protocols
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Develop skills for managing the no-show list
Effective management of no-shows helps maintain patient engagement and optimize clinic scheduling. At Advantage Healthcare Systems, we follow specific protocols for documenting and following up on missed appointments.
No-Show Documentation Process:
Follow-up Communication:
When contacting patients who have missed appointments, use the following guidelines:
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Call the patient on the same day as the missed appointment
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If unable to reach by phone, send a follow-up message through the patient portal
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Offer rescheduling options during the call or in the message
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Document all contact attempts and outcomes in the patient's chart
Follow-up Message Template:
Dear [Patient Name],
We noticed you missed your appointment with [Provider Name] on [Date] at [Time].
We understand that unexpected circumstances can arise. Please call us at [Clinic Phone Number] to reschedule your appointment.
Regular appointments are important for your continued care. We look forward to seeing you soon.
Sincerely,
Advantage Healthcare Systems
Minimum Outcome Standards:
- Document all no-shows in MedHiWa or eClinical
- Attempt contact with all no-show patients
High Performance Expectations:
- Achieve 80% or higher rescheduling rate for no-shows
- Maintain detailed documentation of all follow-up attempts
A patient missed their appointment yesterday. Practice documenting and following up on the no-show.
No-Show Documentation
Complete the no-show documentation form:
Follow-up Call Script:
Select the most appropriate opening for your follow-up call:
Test your understanding of No-Show and Follow-up procedures:
1. When should a patient be marked as a no-show?
2. When should follow-up contact be attempted for no-shows?
3. What is a high-performance expectation for no-show management?
Excellent work! You've mastered the No-Show and Follow-up module.
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1. 15 minutes after the scheduled appointment timecheck_circle
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2. Same day as the missed appointmentcheck_circle
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3. Achieve 80% or higher rescheduling rate for no-showscheck_circle
Congratulations!
You have completed the Front Desk Training Module for Advantage Healthcare Systems.
You now have the essential knowledge and skills to provide exceptional service at the front desk. Remember to apply these practices daily to ensure the best experience for our patients.