1. Strategies to Reduce FTKA 1) Reduce the wait time 2) Measurement 3) Reminders 4) Impact 5) Selling the visit 6) Scripting 7) Make cancellations easy 8) Display the data 9) Call post visit 10) Re-set intervals

2. Strategy #1: Reduce the Wait Time The longer the wait, the less likely the patient will remember; or, the reason for the visit no longer exists. There is correlation between length of time between when appointment was made and when it was attended, and an increased likelihood of no-show occurring.

3. Strategy #2: Measurement There is variation in no show rates, consider stratifying the no-shows. Measure no-show rates by the provider, by the type of visit and by receptionist. Display the metrics; VA displayed no-show rates in clinic waiting rooms and told patients that when they no-show one of their buddies cannot get in.

4. Strategy #3: Reminders Letters and/or postcard reminders sent to patients will reduce FTKAs. Robot calls

5. Strategy #4: Impact Call patients for appointments with the highest impact, i.e. physical exams, as that is a lot of time to waste.

6. Strategy #5: Selling the Visit Using scripting to either close the visit or for new appointments Provider sells the return visit, “I need to see you back in ___ weeks and at that time I will review your meds, ….” Receptionist sells the new visit because there is no established experience

7. Strategy #6: Scripting Approaches Scripting to establish a verbal contract by asking patient to call if they cannot keep appointment, and to confirm if they will Selling of visits Closing the visit

8. Strategy #7: Make Cancellations Easy

9. Summary of Strategies The most important strategies; reduce the wait, measurement, and selling Synergistic effort - the more strategies you use the more you can impact the FTKA