Q: I've had a full practice for years, but my staff reports that it's now harder to fill the schedule and no-shows are increasing.
How do I keep my schedule full without advertising?
Keith Borglum, CHBC
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A: This is an increasing problem experienced in much of the country, though there are pockets where it still takes up to a
year to get an appointment. Practices are also reporting that patients with health savings accounts are declining care in
order to save money.
Before considering advertising, try these steps:
- A chart audit: Have staff pull all your charts, at 20 per day, in order, and review them for patient adherence with your
clinical standards, maybe as if you were back in residency and the chief resident were judging you. Note nonadherence and
have staff call the patients and tell them, "The doctor was reviewing your chart and says you need..."
- Adjust your schedule so that new patients can be seen within just a few days to create a good first impression. New patients
also often need more care, tests, and follow-ups than regular patients.
- Consider adopting some "open-access" scheduling routines.
- To control no-shows, call and confirm appointments the night before, and charge a significant no-show fee or warn patients
of dismissal if no-shows are repeated.
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Medical Economics Consultant Keith Borglum, CHBC (left), of Professional Management and Marketing, has been a licensed practice broker, appraiser,
author, and management consultant to physicians for more than 25 years. He is based in Santa Rosa, California, and practices
nationally. Send your practice management questions to mepractice@advanstar.com
.
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