Re: Cancellation Rate Benchmark

[Guest guest]

I typically find that a combined cancellation and no show rate runs about

12-17% in which we have a " visit rate " averaging 85-87%

Cancellation Rate Benchmark

> What is your average cancellation rate for your Outpatient Therapy Dept?

> I would like only those to respond with the same or similar type of

> practice:

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> Outpatient OT, PT, SLP

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> Hospital Based Adult Population

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> Primarily Neuro: SCI, TBI, Stroke, Parkinsons, MS

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> Thanks in Advance

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> Jim , MS, OT/L

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[Guest guest]

what is the type of practice you want to compare with?

Cancellation Rate Benchmark

What is your average cancellation rate for your Outpatient Therapy Dept?

I would like only those to respond with the same or similar type of

practice:

Outpatient OT, PT, SLP

Hospital Based Adult Population

Primarily Neuro: SCI, TBI, Stroke, Parkinsons, MS

Thanks in Advance

Jim , MS, OT/L

[Guest guest]

Adult hospital based outpatient rehabilitation. All dx listed below

plus work conditioning, orthopedics, and hands.

PT: 13.6%

OT: 16.1%

SLP: 15.9%

Redge L MS OTR/L

Director of Rehabilitation Services

on Hospital

Bremerton, WA 98310

Administrative Assistant:

Wanda Kotte: wandakotte@...

>>> jsmith2@... 9/14/2004 8:54:10 AM >>>

What is your average cancellation rate for your Outpatient Therapy

Dept?

I would like only those to respond with the same or similar type of

practice:

Outpatient OT, PT, SLP

Hospital Based Adult Population

Primarily Neuro: SCI, TBI, Stroke, Parkinsons, MS

Thanks in Advance

Jim , MS, OT/L

[Guest guest]

Jim,

We match up pretty well with you. Our cancel rate runs at 10%. Now...you didn't

ask for cancel AND no show rate. I track the combined rate and we run anywhere

from a low of 13% to a high of 18% regardless of what we do to try and influence

this number. We used to have a cancel/no show policy and have discontinued it.

We do not " charge " for missed appointments. I have emphasized the importance of

establishing relationships with the patients, involving them in care, focusing

on the importance of showing up etc. Even with these changes, I have yet to find

any correlation for any given month's cancel/no show rate. It usually is the

80/20 rule for us though. About 20% of our patients account for 80% of our rate.

I'm beginning to think it may have something to do with the phase of the

moon....

Mike Hampton, PT

Outpatient Therapy Manager

St. ph Hospital

Cancellation Rate Benchmark

What is your average cancellation rate for your Outpatient Therapy Dept?

I would like only those to respond with the same or similar type of

practice:

Outpatient OT, PT, SLP

Hospital Based Adult Population

Primarily Neuro: SCI, TBI, Stroke, Parkinsons, MS

Thanks in Advance

Jim , MS, OT/L

[Guest guest]

8-10% cancellation rate. OF that sickness the major cause.

Thanks,

Barker F. II

Clinical Director

Lakeway Aquatic Therapy & Wellness Center

P.O. Box 342348

1927 Lohmans Crossing, Suite 100

Austin, TX 78734

-Office Tel.

- Office Fax

- Mobile

www.lakewayaquatics.com

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Cancellation Rate Benchmark

What is your average cancellation rate for your Outpatient Therapy Dept?

I would like only those to respond with the same or similar type of

practice:

Outpatient OT, PT, SLP

Hospital Based Adult Population

Primarily Neuro: SCI, TBI, Stroke, Parkinsons, MS

Thanks in Advance

Jim , MS, OT/L

[Guest guest]

my contribution would read exactly the same. NS for the peds clinic is a little

lower but the CX/NS rate in combination is the same as adult about 14% on a good

month to 21% bad and averaging 18%. We starting posting individual cancel no

show rates and the staff compete for free lunch on recaptures... that is fun if

everyone is on board.

Cancellation Rate Benchmark

What is your average cancellation rate for your Outpatient Therapy Dept?

I would like only those to respond with the same or similar type of

practice:

Outpatient OT, PT, SLP

Hospital Based Adult Population

Primarily Neuro: SCI, TBI, Stroke, Parkinsons, MS

Thanks in Advance

Jim , MS, OT/L

[Guest guest]

Theresa,

In the PT Benchmark study of outpatient PT clinics we use the definition of

same day cancellations or no-shows. For example, if a patient calls on the

day before that is a delete, even if they reschedule to another day that

week to " make up the visit " . Once we leave the office the day before any

cancellation after that point is a cancel. I recommend this definition to

more accurately reflect the time availability of the therapist. A

therapist's time cannot be " banked " and reused later. If there is a hole in

today's schedule due to a cancel that day, that time is lost and cannot be

recovered.

The median for PT Benchmark 2003 was 14.9% (n=26), for PT Benchmark 2004 it

was 14.2% (n=34). I believe those numbers are slightly overstated since in

talking with some participants after the fact, a few reported not keeping

their numbers using that same definition. I carefully tracked this in my

practice for over 15 years and we were always around 12%, sometimes we could

keep it around 10% for a few months, rarely under 10% for any length of

time. Hope this helps!

Chuck

R. Felder, MBA, PT, SCS, ATC

HCS Consulting, Inc.

PO Box 9815

Newport Beach, CA 92658

Phone:

Mobile:

Fax:

mailto:CFelder@...

www.HCSconsulting.com

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Cancellation Rate Benchmark

>

>

>What is your average cancellation rate for your Outpatient Therapy Dept?

>I would like only those to respond with the same or similar type of

>practice:

>

>

>

>Outpatient OT, PT, SLP

>

>Hospital Based Adult Population

>

>Primarily Neuro: SCI, TBI, Stroke, Parkinsons, MS

>

>

>

>Thanks in Advance

>

>

>

>Jim , MS, OT/L

>

>

>

>

>

>

[Guest guest]

We define a cancel as less than 24 hours notice. A no show is when there has

been no communication to us from the patient that they were not going to come in

for their appointment and they don't show up.

Another question I have related to this topic. We have greatly improved our

process for getting cancellation times filled with patients on waiting lists.

So, if there is enough time from when the pt. cancels, we can often fill the

time-slot with another patient. Do folks still count this as a cancel when

figuring their rate? Do folks monitor how often they are able to fill slots

etc.?

Mike Hampton, PT

Outpatient Therapy Manager

St. ph Hospital

Cancellation Rate Benchmark

>

>

>What is your average cancellation rate for your Outpatient Therapy Dept?

>I would like only those to respond with the same or similar type of

>practice:

>

>

>

>Outpatient OT, PT, SLP

>

>Hospital Based Adult Population

>

>Primarily Neuro: SCI, TBI, Stroke, Parkinsons, MS

>

>

>

>Thanks in Advance

>

>

>

>Jim , MS, OT/L

>

>

>

>

>

>

[Guest guest]

We define a cancellation as one who calls before their scheduled appointment

time and a no show as one who doesn't call. We charge $25. for a no show. The

charge has dramatically reduced no shows, but had little effect on our total

cancel/no show rate. We have 4 free standing OP clinics that run a cancel/no

show rate of 10 to 20% with an average of around 15%.

Trevor Swan, PT, MS

HealthWorks Rehab & Fitness

943 Maple Dr.

town, WV 26505

fax

www.healthworksrf.com

Cancellation Rate Benchmark

>

>

>What is your average cancellation rate for your Outpatient Therapy Dept?

>I would like only those to respond with the same or similar type of

>practice:

>

>

>

>Outpatient OT, PT, SLP

>

>Hospital Based Adult Population

>

>Primarily Neuro: SCI, TBI, Stroke, Parkinsons, MS

>

>

>

>Thanks in Advance

>

>

>

>Jim , MS, OT/L

>

>

>

>

>

>

[Guest guest]

We count our no-show/cancellation rate any appointment actually missed

or called out on the day of the appointment; Excused or unexcused. If a

patient calls out prior to the date of the appointment, this is not

counted (even if appointment is not rescheduled within the same week).

Jim , MS, OT/L

Cancellation Rate Benchmark

>

>

>What is your average cancellation rate for your Outpatient Therapy

Dept?

>I would like only those to respond with the same or similar type of

>practice:

>

>

>

>Outpatient OT, PT, SLP

>

>Hospital Based Adult Population

>

>Primarily Neuro: SCI, TBI, Stroke, Parkinsons, MS

>

>

>

>Thanks in Advance

>

>

>

>Jim , MS, OT/L

>

>

>

>

>

>