Leverage Patient Engagement to Reduce Cancellations & No-Shows and Increase Clinic Revenue
Download the framework here!
Are Cancellations & No-Shows Impacting Your Therapy Practice?
Check out this interview I did with Paul Wright from the Practiceology Podcast to discuss what I call the Cancellation Reduction Framework:
It seems that these days, with the typical rise in cancellations & no-shows in healthcare practices, especially physical therapy practices, resulting from the economic environment and the rapid commoditization of healthcare services, clinics across the country (and even the globe) struggle to ensure that prospective patients who book an appointment actually keep the appointment that they scheduled.
Obviously, increasing cancellations impacts the revenue for the business and causes stress and uncertainty for management.
The Cancellation Reduction Framework
Here is a framework I outline in my book Better Outcomes: A Guide to Humanizing Healthcare to help you reduce missed appointments and keep your therapy clinic schedule full.
Whether you run an outpatient orthopedic clinic or a home health- care agency, improving patient experience and engagement is always a priority. Many points along a patient life cycle (see how we’re building on previous chapters) have the ability to either add to or detract from a patient’s total experience in your clinic or facility.
Often, these “touch points” appear rather benign and harmless; but taken in totality, they have far-reaching effects on how our patients perceive the quality and ultimate value of the care we provide.
A Bottom-Up Process to Preventing Cancellations & No-Shows
Enter what I call a Bottom-up Framework for on-boarding new and prospective patients.
If you look at that flow of the information collected in that preceding process, you notice that you not only end up with the necessary information (administrative, demographic, and insurance), but you also get some insight into the patient’s situation.
On top of that, the order in which you obtained that information was entirely patient- centered. You give the patient the opportunity to share their experiential perspective before you get to the traditional and necessary information.
Following this process leaves patients with a unique experience that builds trust, increases their confidence in your clinic’s ability to help them, and increases the odds of them showing up to their first appointment.
Grab your copy of the cancellation reduction framework here!
For more informational reads, check out our Insights Page to see all the articles we’ve published to date, recent podcast episodes, and links to past webinars and videos. Or if you want to develop a system to attract, acquire, engage, and retain more patients to increase your clinic’s revenue, learn how Rehab U Practice Solutions can help here! You can also schedule a call with me to discuss your clinic or organization’s situation and learn here.
Check out my latest book, Better Outcomes: A Guide to Humanizing Healthcare, on Amazon!
Rafael E. Salazar II, MHS, OTR/L (Rafi) is the Principal Owner of Rehab U Practice Solutions and the host of The Better Outcomes Show and the author of Better Outcomes: A Guide to Humanizing Healthcare. He works to help healthcare clinics and organizations deliver uniquely impactful patient experiences by improving service delivery, increase revenue, and deliver better outcomes.
Work With Me
If you’re ready to craft a strategy to help your organization bring in more clients, retain them throughout their course of care, and create uniquely impactful patient experiences, then reach out. We’d love to talk with you about how Rehab U Practice Solutions can help.
What I can help you do:
✅ Train your staff and clinicians to be able to confidently communicate the value your organization provides…
✅ Leverage best practices, new technology & telehealth, and marketing/messaging to maximize patient engagement & retention…
✅ Develop a system that keeps patients & clients happy, engaged, and satisfied throughout the entire process of care…
We help you not only craft marketing messages & campaigns that build that know, like, & trust value you need to convert leads into scheduled clients; but we also work with your clinicians and staff to make sure that, once a patient decides to schedule an appointment, you have a system setup that keeps them happy, engaged, and satisfied throughout the onboarding, treatment, and discharge process.
In short, we help your whole organization become focused on the most important thing in healthcare: people – the people who work for your organization, and the people who your organization treats and serves.