If you’re not familiar with the term “ghost” beyond the friendly ghost, Casper -- let me explain. Being ghosted is when someone stops all forms of communication with you suddenly, without explanation. It’s quite uncomfortable because you’re generally left wondering what went wrong and find yourself recapping all of the steps that led to you being ghosted. It can knock you off your feet a bit and leave you reconsidering your entire process.

So… have you ever been ghosted by a patient? 

It’s okay, a lot of people have and it’s not a completely uncommon circumstance to find yourself in. According to a study published in the National Library of Medicine, 1 out of 3 appointments booked are either cancelled or the patient simply doesn’t show.

It’s important to know that it can happen to the best of us and it’s not 100% preventable. However, we have a few tips to take those relationships out of the graveyard and give them the kiss of life. 

Tip #1: Automations Are Your Friend, Not Your Foe

Automations can be scary. You may feel like you're over communicating with your patients and annoying them by having these messages but in reality, your patients need them. It’s easy to forget about an appointment you made 6 months ago, especially when you didn’t know what your schedule would look like at the time. And then if you’re not reminded about the appointment until a few days before, you may feel your only options are to cancel or simply not show up.

At Hi5 Practice, we recommend setting up the following appointment reminder automations: 

• First reminder: 14 days before the appointment via text and email
• Second reminder: 2 “business” days before the appointment via text and email
• Third reminder: 24 hours before the appointment via text and email
  
  

This schedule makes sure your patients not only remember they have an appointment, but gives them ample time to reschedule in case they cannot make their reserved time. Research done by the University of Medicine and Dentistry of New Jersey-Robert Wood Johnson Medical School showed at least a 5% decrease rate in no-shows when using just one appointment reminder automation. Imagine what the results of three automations would do for your practice!

Tip #2: Set Proper Expectations With Your Patients

The best way for you to expect your patients to show up to their appointments is to set clear expectations from the start. Doctors are trained and encouraged to listen to all of their patients' worries and concerns when it comes to their own treatment plans. From there, clear expectations are set with the patient in regards to timelines and doctor capabilities.

So why shouldn’t you be asking for that in return? 

By being crystal clear with your office expectations, you’re making sure the patient fully understands that your time is valuable too. 

These expectations do not need to be anything elaborate as they simply create clear boundaries for what is and is not okay for appointment cancellations. These boundaries can include anything from timeframes that a patient is able to cancel an appointment, when a patient can and cannot reschedule an appointment, and a “cancellation fee” associated with breaking these boundaries.   

Tip #3: Don’t Be Afraid to Reaffirm Your Expectations

While setting boundaries is one thing, maintaining them is an entirely different beast as it requires you to have to play “bad cop” from time to time. However, if you’re clearly defining your practice’s policies from the start, you are well within your reason to reaffirm your boundaries with your patients. 

If you notice you’re having issues with no shows and cancellations at your practice across the board, it may be time to send out messaging to your entire patient list in regards to your cancellation policy. When writing this messaging, it is important to:

• Let your patients know that they are seen and appreciated
• Express concern over the doctor’s scheduling 
• Put the important aspects of your policy in bold
• Let your patients know you value their time and give them an opportunity to call the front desk with questions
  
  

When sending out these notices for practices in the past, we have noticed a significant decrease in no shows and cancellations. Like in any day-to-day situation, if a problem is not brought to attention there will not be any solution available and patients want to respect the practice’s boundaries. 

So while we cannot fully keep patients from “ghosting” you, there are ways to bring these relationships back to life. While these tips are a great starting point, consistent communication is the best way to get patients from walking out the back door. We know this is a big task and the team at Hi5 Practice is more than happy to lend you a helping hand.

So just remember... 

🎶 When you need some help getting patients back -- Who you gonna call? Hi5! 🎶

Published May 18, 2021 12:00 pm CST