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Raising the Bar in Rehab

No Shows and Cancels

Published August 26, 2010 10:57 AM by Lisa West

I had dinner last night with some coworkers, including one of my PT colleagues who works in an outpatient setting. We were discussing our productivity, and started to mention the role no-shows and cancelations have on our daily productivity. I have completed observation hours at a few outpatient clinics, and through my clinicals I have learned that every outpatient clinic tends to handle this aspect of their clientele differently.

So instead of blabbing this week about my thoughts on these topics, I'm hoping I can get some feedback from you. How does your clinic incorporate no-shows and cancelations into your productivity? Ultimately, do these patients impact your overall performance as an employee? Does your clinic have rules set up to prevent this from happening? What do you think about all of this?

3 comments

The last outpatient place I worked would double book periodically throughout the day to make up for the no shows.  As far as the cancelation, the front dest was excellent in scheduling that time almost immediately by bumping someone up.  As far as me in the gym I was swamped with too many patients and not enough time to effectively chart.  The other thing that I thought worked out well was a group of ortho patients (all knees).  This make up for any lost productivity time that I did have in my day.  Althought I didn't enjoy the environment towards the end I learned so much that I would have never been exposed to if I didn't take the job.

Jason Marketti August 27, 2010 12:06 AM

Al,

Thanks for the comments.  I'm glad you enjoy reading the blog.  Let me know if you have any interesting topics you would like me to discuss here.

It's always interesting to get different perspectives.  I think we can all learn a lot from each other which can only help us become better practitioners.  

Lisa

Lisa West August 26, 2010 6:12 PM

Lisa - Cx's and Ns's will always kill you. In my facility, the rate of the two together runs about 16%. Most managers that set budgets will usually set <10% as a goal, but realistically, over the long haul, 14% is about as good as you can expect. I try to get the front desk to send the calls of pts that want to cancel back to me to see if it's legit. On Ns's, I try to call them within 30 minutes to see if we can reschedule for that day. It's best if the treating PT makes that call instead of the front desk because the PT will know his/her schedule and when would be the best time to squeeze them in. Most of our cx's seem to be due to money - parking, co-pays, etc. Just do the best you can and DON'T take it personally. I do enjoy reading your blog - AL

Al DiMicco, Ortho - Dir. of PT, Ortho. Spec. of Ala August 26, 2010 1:33 PM
Bessemer AL

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