How to reappoint patients that never showed up

Keep in mind that this is almost like a “cold call” and patients may or may not remember your practice or the fact that they made an appointment.

Categorized as Marketing

For the full list of campaign ideas, click here. My observation is that if you call a patient back within 1 week of missing their appointment, they almost always agree to being reappointed.

  1. Pull data from your EMR

    Pull a CSV report of all patients where the last appointment date is not blank. Note that if there is an appointment date but no encounter date, this means that the patient never showed up

  2. Remove patients that have shown up

    Note the rows of data where the last encounter date is blank. These are the patients who you have never seen in your practice (i.e. they were a no-show for their very first appointment with you). Remove the rest of the patients.

  3. Remove patients with future appointment dates

    Run a formula in spreadsheets (microsoft or google) and filter out the patients that have a “Next appointment date” in the future. These patients will be part of another campaign – appointment reminders.

  4. Prepare your schedulers or callcenter staff

    Do keep in mind that this is almost like a “cold call” and patients may or may not remember your practice or the fact that they made an appointment. Follow the process you have defined above and hand data over to your staff.

  5. Start the process, report, pull data daily

    Report on your data daily to measure efficiencies, efficacy of the campaign

    Keep in mind that you will have to run this kind of an export / report every week (or every day) and add more patients that have fallen out of care.

    You can very easily schedule a report every day to get fresh data from your EMR.