Guest guest Posted January 26, 2006 Report Share Posted January 26, 2006 I would like to hear from anyone that has attempted to charge patients for last minute cancelations or for no shows. Has anyone had success with this strategy? I know that in the past when this question has been posted, the facilities that have attempted this strategy have not been very successful. Any information about success or failure would be appreciated. McMullen, PT Director Rehabilitation Services Dekalb Medical Center Atlanta, GA ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Quote Link to comment Share on other sites More sharing options...
Guest guest Posted January 26, 2006 Report Share Posted January 26, 2006 As a piggy back to this question, is anyone currently using an automated phone reminder system? We are currently investigating this and are considering using a company called TeleVox. Anyone using this company and have feedback? Also, anyone know of any actual studies that show the effectiveness (or lack thereof) of an automated phone reminder system in actually reducing cancels or no show rates? Thanks! Mike Hampton, PT Outpatient Therapy Manager St. ph Hospital Bellingham, WA Cancels/No Shows I would like to hear from anyone that has attempted to charge patients for last minute cancelations or for no shows. Has anyone had success with this strategy? I know that in the past when this question has been posted, the facilities that have attempted this strategy have not been very successful. Any information about success or failure would be appreciated. McMullen, PT Director Rehabilitation Services Dekalb Medical Center Atlanta, GA ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Quote Link to comment Share on other sites More sharing options...
Guest guest Posted January 26, 2006 Report Share Posted January 26, 2006 Believe it or not there are HIPPA concerns with an automated system. Make sure you ask about this. Something to do with " unauthorized " people intercepting phone calls/messages that involve medical information left from an " automated " process Ron Barbato P.T. Corporate Director , Rehabilitation Ephraim McDowell Health Voice (859 )239-1515 Fax (859 )936-7249 rbarbato@... " PRIVILEGED AND CONFIDENTIAL: This transmission may contain information that is privileged, confidential and/or exempt from disclosure under applicable law. If you are not the intended recipient, then please do not read it and be aware that any disclosure, copying, distribution, or use of the information contained herein (including any reliance thereon) is STRICTLY PROHIBITED. If you received this transmission in error, please immediately advise me, by reply e-mail, and delete this message and any attachments without retaining a copy in any form. Thank you. " Cancels/No Shows I would like to hear from anyone that has attempted to charge patients for last minute cancelations or for no shows. Has anyone had success with this strategy? I know that in the past when this question has been posted, the facilities that have attempted this strategy have not been very successful. Any information about success or failure would be appreciated. McMullen, PT Director Rehabilitation Services Dekalb Medical Center Atlanta, GA ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Quote Link to comment Share on other sites More sharing options...
Guest guest Posted January 26, 2006 Report Share Posted January 26, 2006 I own a small private pediatric OT practice. We charge $35 for last minute (less than 24hrs) cancellations or no shows; we do not charge when it is related to illness, such as when the child wakes up ill and needs to cancel. This policy is spelled out in the Clinic Policies that I have every new patient sign, I actually go through it with them and have them initial each paragraph. Most parents are very apologetic, and we collect the fee when we collect the co-payment for the next session. In cases of financial hardship I will spread the fee out over several weeks ($10/week). This strategy has worked for me. Just today I had a parent call to cancel an appointment 26 hours ahead, but she said that if she was going to be charged the fee she would come in anyway. Patients are aware, and the amount is enough to get their attention but not high enough to be really punitive. Diane Maxson, MS, OTR/L Clinic Director Therapeutic Learning Center Canton, MA Cancels/No Shows I would like to hear from anyone that has attempted to charge patients for last minute cancelations or for no shows. Has anyone had success with this strategy? I know that in the past when this question has been posted, the facilities that have attempted this strategy have not been very successful. Any information about success or failure would be appreciated. McMullen, PT Director Rehabilitation Services Dekalb Medical Center Atlanta, GA ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Quote Link to comment Share on other sites More sharing options...
Guest guest Posted January 27, 2006 Report Share Posted January 27, 2006 We don't use an automated system - we have our technician make reminder calls. Before she started, we had a 19% no show rate, aftwerward, we had a 3% no show rate - pretty staggering for our clinic. Sara Beth Holland, OTR/L Team Leader, Rehabilitation Services St. Hospital >>> mhampton@... 1/26/2006 2:02:13 PM >>> As a piggy back to this question, is anyone currently using an automated phone reminder system? We are currently investigating this and are considering using a company called TeleVox. Anyone using this company and have feedback? Also, anyone know of any actual studies that show the effectiveness (or lack thereof) of an automated phone reminder system in actually reducing cancels or no show rates? Thanks! Mike Hampton, PT Outpatient Therapy Manager St. ph Hospital Bellingham, WA Cancels/No Shows I would like to hear from anyone that has attempted to charge patients for last minute cancelations or for no shows. Has anyone had success with this strategy? I know that in the past when this question has been posted, the facilities that have attempted this strategy have not been very successful. Any information about success or failure would be appreciated. McMullen, PT Director Rehabilitation Services Dekalb Medical Center Atlanta, GA ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Quote Link to comment Share on other sites More sharing options...
Guest guest Posted January 30, 2006 Report Share Posted January 30, 2006 I manage a very small, very warm and friendly private clinic. For years we've had patients initial our no show policy: A charge for no-shows or cancellations within 24 hours. Upon registration, we also verbally emphasize our strict policy. We almost always wave the first no-show offense. When a patient no-shows, they get a telephone call and we mail the patient a note generated by our scheduling software that reiterates our no-show policy, explains why attendance is so important to a plan of care and states the remaining scheduled appointments. No matter what we've done, we've still been frustrated with no shows and late cancels. Recently, we have decided to call every patient the day before their appointment. We are amazed that we still have no-shows. The patients are, however, apologetic and are now acknowledging their no-show debt, and they are paying the charge. Formerly, I would wave the no-show because of vague " family emergencies " or " car trouble " or " woke up sick. " We never heard, " I'm sorry. I forgot! " Since our scheduling coordinator has spoken with the patient the day before to confirm the appointment, we are more confident in telling a no-show that they will have to pay the charge on or before their next appointment. Viel Mt. Eden PT --- Sara Holland wrote: > We don't use an automated system - we have our > technician make reminder calls. Before she started, > we had a 19% no show rate, aftwerward, we had a 3% > no show rate - pretty staggering for our clinic. > > Sara Beth Holland, OTR/L > Team Leader, Rehabilitation Services > St. Hospital > > >>> mhampton@... 1/26/2006 2:02:13 PM > >>> > > As a piggy back to this question, is anyone > currently using an automated phone reminder system? > We are currently investigating this and are > considering using a company called TeleVox. Anyone > using this company and have feedback? Also, anyone > know of any actual studies that show the > effectiveness (or lack thereof) of an automated > phone reminder system in actually reducing cancels > or no show rates? Thanks! > > Mike Hampton, PT > Outpatient Therapy Manager > St. ph Hospital > Bellingham, WA > > > Cancels/No Shows > > > I would like to hear from anyone that has attempted > to charge patients for > last minute cancelations or for no shows. Has anyone > had success with this > strategy? I know that in the past when this question > has been posted, the > facilities that have attempted this strategy have > not been very > successful. Any information about success or failure > would be appreciated. > > McMullen, PT > Director Rehabilitation Services > Dekalb Medical Center > Atlanta, GA > ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ > Quote Link to comment Share on other sites More sharing options...
Guest guest Posted January 30, 2006 Report Share Posted January 30, 2006 It is unrealistic to think that when patient's are scheduled to come in 2 or 3 times per week that there won't be cancellations. Things do come up at the last miniute and if a patient is scheduled 2 days in a row, a 24 hours notice is impossible. I certainly do not think it is a good use of my front desk resources to have them on the telephone all day to confirm appointments that 99% will be kept without the call. It always seems to be the few repeat offenders. We do not charge for cancels as long as they call prior to their appointment time but do charge a fee for those who just no-show, and I do collect these fee even as far as to be sent to collections. Quote Link to comment Share on other sites More sharing options...
Guest guest Posted February 6, 2006 Report Share Posted February 6, 2006 We initiated a $25. charge for anyone who does not show and fails to cancel before their scheduled appointment time. This has drastically reduced no shows but has not affected the overall no show/cancellation rate, which is about 15%. Trevor Swan, PT HealthWorks Rehab & Fitness town, WV Cancels/No Shows I would like to hear from anyone that has attempted to charge patients for last minute cancelations or for no shows. Has anyone had success with this strategy? I know that in the past when this question has been posted, the facilities that have attempted this strategy have not been very successful. Any information about success or failure would be appreciated. McMullen, PT Director Rehabilitation Services Dekalb Medical Center Atlanta, GA ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Quote Link to comment Share on other sites More sharing options...
Guest guest Posted February 6, 2006 Report Share Posted February 6, 2006 I am in NY state at a Hospital owned outpt clinic. here are my questions: Do you apply the no show charge to all patients regardless of insurance? What about Medicaid- are you able to charge the medicaid patients also? Has anyone found any issues with billing patients for no shows with other insurances with whom you have you have managed care contracts? Our Finance Dept thinks we should be okay to bill the patient regardless of contractual arrangements since we are not billing patients for a visit. Any information would be greatly appreciated. een Buckley Director, Saint Francis Hospital Cancels/No Shows I would like to hear from anyone that has attempted to charge patients for last minute cancelations or for no shows. Has anyone had success with this strategy? I know that in the past when this question has been posted, the facilities that have attempted this strategy have not been very successful. Any information about success or failure would be appreciated. McMullen, PT Director Rehabilitation Services Dekalb Medical Center Atlanta, GA ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Quote Link to comment Share on other sites More sharing options...
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