Patient Cancellations And No-Shows: Why Do They Happen?

In the healthcare industry, patient no-shows and cancellations are a common problem. Physical therapy clinics can experience this at a high rate. According to research by the Journal of Family Medicine and Disease Prevention, the rates of missed appointments in the United States range from 5% to 55%. This significant number can have long-lasting consequences for the healthcare industry.

With how common patient cancellations are, it’s understandable that some healthcare professionals are wondering what exactly is causing it. Simply put, there are a variety of reasons why they could happen. This blog will inform you of the common reasons for no-show patients and appointment cancellations.

6 Reasons Why Patient Cancellations and No-Shows Happen

1. Patients Are Experiencing Pre-Appointment Jitters

Not everyone wants to visit a clinic, regardless of the type of care they need. In fact, it’s common for those who are going in for therapy appointments to experience pre-appointment jitters. Most of the time, this is because they fear the session could bring even more bad news regarding their health. As a result of this fear, they tend to either cancel their appointments or simply avoid coming altogether.

If you’re trying to reduce no-show patients, one way you can do so is to mitigate their pre-appointment jitters. To accomplish this, simply let them know what they can expect from their time at the clinic. By letting them know what to expect, patients will feel more assured about their appointment even as the day draws closer.

2. Patient No-Show Can Occur Because of Transportation or Financial Troubles

Let’s admit it: Physical therapy appointments can be costly. Unfortunately, not everyone can afford the costs often associated with medical care. This is especially true if the patient needing physical therapy is uninsured. With how expensive healthcare can be in general, it’s not surprising that some patients cancel their appointments at the last minute or avoid appearing for the appointment at all.

To help indigent patients who are unable to pay for their treatment directly, consider educating them about financial alternatives. By doing so, you can put their minds at ease and help enable them to get the treatments they deserve.

Another reason patients cancel appointments is transportation problems. Remember, only some have easy access to transportation, public or private. When patients experience transportation difficulties, appointment cancellations are inevitable.

To avoid cancellations because of transportation issues, consider providing patients with information about viable transportation options when setting up appointments. Providing them with this helpful information lets them know the easiest and most convenient way to get to your medical clinic.

3. Your Clinic Has a Long Wait List

According to MGMA Strat’s 2023 poll, 52% of medical clinics stated that their patient no-show rates have remained the same compared to 2022. 37%, on the other hand, reported an 11% increase in no-show rates. Another potential reason for this increased cancellation or no-show rate is because the clinic has a long waitlist.

Physical therapy clinics can have long wait times, especially on the weekends when people have more free time and are more likely to schedule appointments. However, patients don’t like waiting too long for their appointments, even more so if they need urgent care. With that in mind, it’s no wonder that long wait times can often result in cancellations or no-shows.

Fortunately, there are ways to mitigate your clinic’s long wait list and retain patient appointments. For instance, your clinic can take measures such as schedule optimization and online check-in to avoid long wait times. A virtual receptionist service can significantly help implement these measures, so consider adding them to your clinic as well.

4. They Forget They Have an Appointment

With how busy everyday life can get, patients can forget many things, and medical appointments are no exception. This can be a problem if they book the check-up weeks in advance. In fact, forgetting that they have an appointment in the first place is a common reason clinics experience no-show patients.

To get around this dilemma, don’t hesitate to send patients text reminders to confirm if they’ll come to their appointments. Email reminders or phone calls can also assist you in this endeavor. Additionally, by knowing whether or not a patient will come in for their check-up in advance, you can fill the gap between appointments by moving another patient up on the waitlist.

5. Patients Have Scheduling Conflicts

Scheduling conflicts, such as social events or work commitments, are another reason for appointment cancellations. Most of the time, patients choose to attend these events and obligations instead of attending their medical check-ups. Luckily, there are a few ways medical clinics can mitigate this issue.

One way clinics can address scheduling conflicts is by offering flexible rescheduling procedures. That way, patients can move their appointments should any scheduling conflicts arise. Through this method, clinics can also move patients up the waitlist, preventing any gaps between appointments.

Apart from the above-mentioned method, periodic reminders of the patient’s appointments can also work in the clinic’s favor. With the occasional reminder, patients will be more careful about scheduling social events, preventing patient no-shows or cancellations in the process.

6. Patient Cancellations Can Happen Because of Other Emergencies

Finally, patient cancellations and no-shows can occur because of other unavoidable emergencies. These can include a child getting sick or a family member needing help. Once emergencies arise, it’s understandably hard for a patient to commit to their medical appointments.

As there’s no way around this, clinics can also consider offering flexible rescheduling for those currently experiencing emergencies. That way, the practice can begin taking steps to reduce patient no-shows.

Why Patient Cancellations and No-Shows Affect Your Practice

Unsurprisingly, patient cancellations and no-shows have a considerable effect on the healthcare industry. According to a National Library of Medicine study from 2020, it’s estimated that 67,000 no-shows alone can already cost the industry approximately $7 million. Meanwhile, a report by HealthCatalyst stated that canceled appointments can cost the U.S. healthcare industry $150 billion annually. With far-reaching consequences such as this, it’s clear that patient cancellations and no-shows can significantly affect a medical practice.

When patients cancel or don’t come to their appointments, it can affect the clinic’s revenue. As a result, healthcare professionals, such as physical therapists, can miss out on payments for every missed visit. Additionally, cancellations can disrupt the rhythm and flow of the clinic’s operations. This prevents the staff from operating as smoothly as possible, which can inconvenience patients who did arrive for their appointments.

How to Handle Patient Cancellations and No-Shows

Financial and operational issues are problems that no clinic wants to experience. As such, it’s not surprising that some are wondering what is the best approach to handling patient cancellations. Fortunately, there are a few ways to reduce patient cancellations and no-shows. These include:

Creating and reinforcing a cancellation policy
Confirming next appointment details
Managing and setting treatment expectations
Coordinating between the provider and the front desk

For an in-depth look at these mitigation methods, read this helpful and informative blog.

Patient cancellations and no-shows are major problems for your physical therapy clinic. Another way you can improve how your clinic handles appointments to reduce cancellations is by having a virtual office receptionist. If you’re looking for virtual receptionists, WelcomeWare is the perfect solution to your woes.

When you run a physical therapy clinic, you must cater to your patients immediately. That way, you and your staff can show your patients that you’re more than ready to tend to all their medical needs. This process begins at the front desk. With the aid of WelcomeWare’s live-streaming receptionists, you can significantly increase your clinic’s patient retention.