1. More reminder calls, less no-shows, healthier systems, healthier patients!
No-shows negatively affect the system by contributing to inefficiency and increased health care costs and can worsen clinical outcomes for the patients themselves. Appointment reminders have a well-documented evidence basis with a substantial body of research that has identified individual levels associated with missed visits. Reminder calls can drastically decrease the number of no-shows in a short time frame.
Waushara County, Department of Human Services

2. The Starting Line Baseline Data Identify the staff member
Follow the process
Understand patient expectations.
Collect baseline data for no-show consumers without any follow-up.
Baseline data is the initial gathering of data. It provides a comparison point and helps assess whether a change made is having the expected impact.
Important to measure agency performance before making any changes.
If you do not measure now, there will be no way to evaluate.
Identify a staff member to make the reminder calls to the consumers.
Create a process for the reminder calls that is followed weekly.
a. Create a standard script to follow.
b. The same day, each week (Thursday).
c. Review any patients confidentiality conflicts. Make sure messages can be left on a voic or with another member of the family.
Understanding the patients expectations from us as an agency is just as important as the expectations we require from them.

3. Making the Change Start the process Make reminder calls Track
Be accommodating
Review the process of making reminder phone calls.
Practice script if necessary.
Make sure all confidentiality conflicts are resolved.
Make reminder calls on the same day each week for the next weeks appointment.
Track and calculate for accurate charting amounts.
Kept Appointments
Appointments cancelled by the client
Appointment cancelled by the staff
Patient no-shows
Reschedule if needed and accommodate the consumers schedule, when possible.

4. Three Month Results
As the chart shows, no show clients decreased after making reminder phone calls.

5. What’s Next? Strong relationships Create a plan
Continue to develop strong patient relationships to help improve their commitment to their appointments.
Examples such as, birthday cards, offering ongoing information, patient newsletters
When patients feel valued and an interest is shown individually, they are less likely to become a no-show.
Create a plan to continue with reminder calls. Start investing time to follow – up calls with no-show patients.
Call after ten minutes of a no-show. This shows interest and individual interest improves kept appointments.
Follow – up with no-show patients to reschedule the appointment.

6. Finishing Strong! Follow-up with no-shows Ways to use the information
Immediate action
Motivational Interviewing
Accountability
1) Follow-up with no-shows to find out why the client did not show up and address barriers to continuing with treatment.
2) Use the information gathered for other change ideas that can help other consumers as well.
3) Follow-up with the very first missed appointment. Consumers will realize that someone is noticing and cares if they do not show up.
4) Therapists can make follow-up calls and use motivational interviewing to help re-engage the consumers.
5) If consumers do not show up on time, call and start looking for them 10 minutes after the scheduled appointment time.