Keep a tracer log

Whenever a patient becomes a no-show, your CA should log the patient’s name in a missed appointment book, or a “telephone tracer log.”

The log keeps track of cancellations and no shows. It serves three purposes:

1. It allows your CA to log follow-up calls;

2. It tracks the no-shows, so that you can watch for a trend; and

3. It helps you to identify problems that might be brewing in your office.

The third point is critical. Before you or your staff blame patients for failing to come in for scheduled appointments, assess the situation carefully. Ask yourself (and your staff):

• Did your staff follow protocol — calling the patient the day before the scheduled appointment?

• Did you and your CA properly educate the patient about the potential effect of missing appointments at the report-of-findings?

• Have you trained your team to recognize when a patient may not be fully engaged?

• Is the office staff friendly and personable so that patients want to come back?

The answers to these questions can help you stem no-show problems before they develop.