RE: Wait times and No show/cancellation rate average

[Guest guest]

Barbara,

The data came from PT Benchmark 2005. Follow this link to learn more:

http://www.hcsconsulting.com/ Click on the PT Benchmark 2006 logo to learn

about the upcoming study and read the FAQs. Click on the PT Benchmark 2005

logo to learn about last years study.

Chuck

R. Felder, PT, SCS, ATC, MBA

HCS Consulting, Inc.

PO Box 9815

Newport Beach, CA 92658

Phone:

Mobile:

Fax:

Email: CFelder@...

www.HCSconsulting.com

This message contains confidential information intended only for the

individual named and is protected from disclosure. If you are not the

intended recipient you should delete this message, not use or disclose it in

any form and contact the sender.

Re: Wait times and No show/cancellation rate average

When I was at an outpatient clinic in Buffalo, NY we regularly had 25 - 30%

cx/ns rate. Obviouosly that clinic is no longer operating. . .

Mark Milleville PT

Looking to start and own 100% of your own Practice?

Visit www.InHomeRehab.com.

PTManager encourages participation in your professional association. Join

and participate now!

[Guest guest]

Joe;

I don't think anyone could adequately summarize how to do this in an e-mail,

or any brief response. Perhaps the simplest way to put it is that these

clinics place their patients needs above their own, which is truly what any

consumer or customer is truly looking for isn't it? They don't punish

patients for not being treated, or make them feel threatened at the outset;

they effectively communicate the benefits and value of their services.

ly, I find that too many PTs don't value their own services, which

means they don't have a prayer of convincing anyone else of their value.

Ken Mailly, PT

Mailly & Inglett Consulting, LLC

Tel. 973 692-0033

Fax 973 633-9557

68 Seneca Trail

Wayne, NJ, 07470

www.NJPTAid.biz

Bridging the Gap!

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Re: Wait times and No show/cancellation rate average

When I was at an outpatient clinic in Buffalo, NY we regularly had 25 - 30%

cx/ns rate. Obviouosly that clinic is no longer operating. . .

Mark Milleville PT

Looking to start and own 100% of your own Practice?

Visit www.InHomeRehab.com.

PTManager encourages participation in your professional association. Join

and participate now!

[Guest guest]

Joe;

I don't think anyone could adequately summarize how to do this in an e-mail,

or any brief response. Perhaps the simplest way to put it is that these

clinics place their patients needs above their own, which is truly what any

consumer or customer is truly looking for isn't it? They don't punish

patients for not being treated, or make them feel threatened at the outset;

they effectively communicate the benefits and value of their services.

ly, I find that too many PTs don't value their own services, which

means they don't have a prayer of convincing anyone else of their value.

Ken Mailly, PT

Mailly & Inglett Consulting, LLC

Tel. 973 692-0033

Fax 973 633-9557

68 Seneca Trail

Wayne, NJ, 07470

www.NJPTAid.biz

Bridging the Gap!

Confidentiality Note: This electronic mail is a communication from M & I

Consulting that may be privileged, confidential or otherwise protected from

disclosure. This information contained herein, is intended to be for the

addressee only. The authorized recipient of this information is prohibited

from disclosing this information to any other party and is required to

destroy the information after its stated need has been fulfilled.

If you are not the addressee, any disclosure, copy, distribution or action

taken in reliance on the contents of this electronic mail is strictly

prohibited. If you have received this electronic mail in error, please

notify the sender immediately.

Re: Wait times and No show/cancellation rate average

When I was at an outpatient clinic in Buffalo, NY we regularly had 25 - 30%

cx/ns rate. Obviouosly that clinic is no longer operating. . .

Mark Milleville PT

Looking to start and own 100% of your own Practice?

Visit www.InHomeRehab.com.

PTManager encourages participation in your professional association. Join

and participate now!

[Guest guest]

Ken,

Wow!

So your implying that all of us with rates higher than 5% " punish patients

for not being treated " , what is God's name does that even mean? Get off

your high horse!

Joe Ruzich, PT

Re: Wait times and No show/cancellation rate average

When I was at an outpatient clinic in Buffalo, NY we regularly had 25 - 30%

cx/ns rate. Obviouosly that clinic is no longer operating. . .

Mark Milleville PT

Looking to start and own 100% of your own Practice?

Visit www.InHomeRehab.com.

PTManager encourages participation in your professional association. Join

and participate now!

[Guest guest]

Ken,

Wow!

So your implying that all of us with rates higher than 5% " punish patients

for not being treated " , what is God's name does that even mean? Get off

your high horse!

Joe Ruzich, PT

Re: Wait times and No show/cancellation rate average

When I was at an outpatient clinic in Buffalo, NY we regularly had 25 - 30%

cx/ns rate. Obviouosly that clinic is no longer operating. . .

Mark Milleville PT

Looking to start and own 100% of your own Practice?

Visit www.InHomeRehab.com.

PTManager encourages participation in your professional association. Join

and participate now!

[Guest guest]

Joe,

Wait! Let's think about this. If you go to a facility that

considers you their number one patient/client, and treats you as

such, aren't you going to try your best to be there to receive those

services and probably give sufficient notice if you can't make an

appointment? However, if a clinic threatens you with a " fine " at the

front desk and with the paperwork that you are " a bad patient " if you

miss an appointment or don't follow the rules, don't you get a little

rebellious or say " screw it " , I don't need to be treated like this,

and most likely find another clinic? I see Ken's point. Good

customer service and confidence in your services begets good patient

response in both attendance and outcomes.

Dennis Ellingson, PT

Ken,

Wow!

So your implying that all of us with rates higher than 5% " punish

patients

for not being treated " , what is God's name does that even mean? Get off

your high horse!

Joe Ruzich, PT

Re: Wait times and No show/cancellation rate

average

When I was at an outpatient clinic in Buffalo, NY we regularly had 25

- 30%

cx/ns rate. Obviouosly that clinic is no longer operating. . .

Mark Milleville PT

Looking to start and own 100% of your own Practice?

Visit www.InHomeRehab.com.

PTManager encourages participation in your professional association.

Join

and participate now!

[Guest guest]

thank you Joe- well put.

The reality of the world is that people put their own lives first- which

they should! That is why we expect cancellations/reschedules to occur in

any service oriented business.

For our statistics, we only count a cancellation as a missed visit if we

were unable to fill the slot. With even a few hours notice, we can fill many

of our cancellations with other patients or evaluations due to strong

internal clerical and scheduling support. We also have a therapy agreement

that we review with the patient and have them sign during the first session-

this includes their scheduled days/times and stresses the importance of

attendance to recovery/improvement.

The real challenge is decreasing the incidenct of no shows because that time

really cannot be utilized effectively. We are going to try implementing a

charge for no shows with the belief tolerating no shows diminishes their

perceived value of the service. Placing a value on a therapist's time

should not diminish its value, rather make it clear that it has a financial

value. Money talks to many peole loud and clear. It is then up to the

professional or organization whether to actually charge the patient- there

are some very good reasons for no shows. The goal is to decrease the

occurrance with people who don't value your time, not punish the person with

a valid reason who truly does.

If we discover that there is no deterrent effect through data analysis, we

will change back.

Re: Wait times and No show/cancellation rate

average

When I was at an outpatient clinic in Buffalo, NY we regularly had 25 -

30%

cx/ns rate. Obviouosly that clinic is no longer operating. . .

Mark Milleville PT

Looking to start and own 100% of your own Practice?

Visit www.InHomeRehab.com.

PTManager encourages participation in your professional association.

Join

and participate now!

[Guest guest]

thank you Joe- well put.

The reality of the world is that people put their own lives first- which

they should! That is why we expect cancellations/reschedules to occur in

any service oriented business.

For our statistics, we only count a cancellation as a missed visit if we

were unable to fill the slot. With even a few hours notice, we can fill many

of our cancellations with other patients or evaluations due to strong

internal clerical and scheduling support. We also have a therapy agreement

that we review with the patient and have them sign during the first session-

this includes their scheduled days/times and stresses the importance of

attendance to recovery/improvement.

The real challenge is decreasing the incidenct of no shows because that time

really cannot be utilized effectively. We are going to try implementing a

charge for no shows with the belief tolerating no shows diminishes their

perceived value of the service. Placing a value on a therapist's time

should not diminish its value, rather make it clear that it has a financial

value. Money talks to many peole loud and clear. It is then up to the

professional or organization whether to actually charge the patient- there

are some very good reasons for no shows. The goal is to decrease the

occurrance with people who don't value your time, not punish the person with

a valid reason who truly does.

If we discover that there is no deterrent effect through data analysis, we

will change back.

Re: Wait times and No show/cancellation rate

average

When I was at an outpatient clinic in Buffalo, NY we regularly had 25 -

30%

cx/ns rate. Obviouosly that clinic is no longer operating. . .

Mark Milleville PT

Looking to start and own 100% of your own Practice?

Visit www.InHomeRehab.com.

PTManager encourages participation in your professional association.

Join

and participate now!

[Guest guest]

thank you Joe- well put.

The reality of the world is that people put their own lives first- which

they should! That is why we expect cancellations/reschedules to occur in

any service oriented business.

For our statistics, we only count a cancellation as a missed visit if we

were unable to fill the slot. With even a few hours notice, we can fill many

of our cancellations with other patients or evaluations due to strong

internal clerical and scheduling support. We also have a therapy agreement

that we review with the patient and have them sign during the first session-

this includes their scheduled days/times and stresses the importance of

attendance to recovery/improvement.

The real challenge is decreasing the incidenct of no shows because that time

really cannot be utilized effectively. We are going to try implementing a

charge for no shows with the belief tolerating no shows diminishes their

perceived value of the service. Placing a value on a therapist's time

should not diminish its value, rather make it clear that it has a financial

value. Money talks to many peole loud and clear. It is then up to the

professional or organization whether to actually charge the patient- there

are some very good reasons for no shows. The goal is to decrease the

occurrance with people who don't value your time, not punish the person with

a valid reason who truly does.

If we discover that there is no deterrent effect through data analysis, we

will change back.

Re: Wait times and No show/cancellation rate

average

When I was at an outpatient clinic in Buffalo, NY we regularly had 25 -

30%

cx/ns rate. Obviouosly that clinic is no longer operating. . .

Mark Milleville PT

Looking to start and own 100% of your own Practice?

Visit www.InHomeRehab.com.

PTManager encourages participation in your professional association.

Join

and participate now!