Late or Missed appointment

Hi All - I’m working on creating a protocol/policy on patients who are late or arrive after their scheduled appointment.

We have implemented electronic notifications and pre-check in email/text reminders. The appointment reminder includes the message to arrive 15 min prior to their scheduled time.

Our practice has 15 physicians and 4 AP’s that all have different views on patients who arrive late to their appointment.

Could you share if you have a policy. How effective is it? How do you define late? Etc.

Thank you,

Connie Mellin
Western CO Pediatric Associates

Yes, we have a late cancel and N/S policy. We too send text reminders, automated phone calls, and personal confirmation calls for unconfirmed appts the day before and still run at about a 13% n/s rate. We have about 44% Medicaid population at our office and we can not charge for missed appts to that population, so our partners have made the decision to not charge anyone; however, we do have new patients sign our “Compliance Agreement” at their first appt. If they n/s or late cancel 2 appts, they get a warning of dismissal letter in the mail. We can and do occasionally dismiss patients after the third offense, but more likely the 5th or 6th occurrence.

Thank you for sharing your information!