What Can We Do About No Shows?

As the cost of living crisis lingers, healthcare professionals are becoming increasingly concerned about patients not showing for appointments, costing clinics vital funds. However, with patients also struggling to find the right treatment provider for their needs, can something be done to help both sides of the treatment table?

Everything Comes at A Cost

Patients missing appointments are never good for business.

Within the NHS, more than 15 million general practice appointments are being wasted each year because patients do not turn up and fail to warn surgeries that they will not be attending, costing the NHS more than £216million annually.

And the same can be said for those who offer private healthcare.

One clinic owner states:

“Our no-show rate has increased over the past year, and while we're able to reschedule the patients almost 100% of the time, we're still hurting from the original appointments that could have been filled.”

A therapist agrees, they said:

“You made an appointment. Show up or cancel it. I'm not your parent calling you to remind you to show up. If you don't show up you pay the fee. You're an adult. Put it in your calendar like the rest of us.”

A physiotherapist hasa more forgiving option for their clients:

“The [cancellation] policy does need to be enforced for it to be effective, we give grace for “severe illness.

In any instance we also allow them to change to a telehealth/virtual appointment instead of incurring the fee, as a lot of the time they just can’t physically make it to the clinic.”

Some practitioners have implemented a payment fee for missed appointments:

“Full fee, so $400 for follow ups, $800 for new patients. My no show-rates have dropped dramatically since I implemented this. I take insurance so for most patients, missing an appointment costs more than showing up for it.”

The clinics are struggling with this issue and have been for a while. But we need to remember every story has two sides.

On The Flip Side

So, what do the patients think about making medical appointments?

A 2017 survey revealed that 68% of patients would like to manage medical appointments online or via smartphone.

The same survey of 2,000 patients also found nearly three-quarters (72%) said they would like to be alerted to the availability of last-minute cancellation appointments by the NHS.

One patient on the ‘No stupid questions’ subreddit asked:

“Why can't I schedule a doctor's appointment online? I hate talking to strangers on the phone, especially about personal issues. Why are all doctors’ offices stuck in the dark ages?”

It’s not only appointment options and scheduling that can be an issue for patients. Some are finding difficulty in finding the right care provider for them:

“[I] can’t find the right therapist, I’ve seen countless. what is wrong with me? I feel so hopeless that ill actually find a good therapist at this point... how is everyone else finding a match after seeing under 10 therapists? I genuinely don’t get it. Especially since most people don’t click with most people— so statistically it shouldn’t make sense?"

Another patient states:

“I met a therapist that said she would work with me and then stop talking to me because she only works till 4:00. I work until 4:00. So does this mean that I just can't see a therapist?”

A different patient agrees that it can be difficult finding the right specialist.

“Finding a therapist can be hard. Similar to doctors, there are more competent and less competent individuals. There are specialists who may excel in one area but be clueless in another area.”

So, it seems that there could be some correlation between healthcare providers being left in the lurch, and patients not finding the care practitioner for their needs.

And it’s understandable knowing the story from both sides. The process of finding healthcare has been outdated for a while now and it seems like the situations for both healthcare professionals and patients are only going to get worse, unless something is done.

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References:

1. NHS (2019). Missed GP appointments costing NHS millions. Available at: https://www.england.nhs.uk/2019/01/missed-gp-appointments-costing-nhs-millions/(Accessed: 18 November 2024).
2. r/Healthcare Admins (2024). Reducing patient no-shows. Available at: https://www.reddit.com/r/HealthcareAdmins/comments/1f89olv/reducing_patient_noshows/?utm_source=share&utm_medium=web3x&utm_name=web3xcss&utm_term=1&utm_content=share_button (Accessed: 18 November 2024).
3. r/therapists (2023). I'm beyond sick of calling no-shows. Available at:https://www.reddit.com/r/therapists/comments/18lj2t2/im_beyond_sick_of_calling_noshows/?utm_source=share&utm_medium=web3x&utm_name=web3xcss&utm_term=1&utm_content=share_button (Accessed: 18 November 2024).
4. r/physiotherapy (2024). Reducing patient no-shows. Available at: https://www.reddit.com/r/physiotherapy/comments/1fprewt/comment/lp11kne/?utm_source=share&utm_medium=web3x&utm_name=web3xcss&utm_term=1&utm_content=share_button(Accessed: 18 November 2024).
5. r/Psychiatry (2024). No show rates. Available at: https://www.reddit.com/r/Psychiatry/comments/1alefrg/comment/kpe6d6a/?utm_source=share&utm_medium=web3x&utm_name=web3xcss&utm_term=1&utm_content=share_button(Accessed: 18 November 2024).
6. Healthcare Communications (2018). Patient insight: reasons for missed appointments. Available at: https://healthcare-communications.com/patient-insight-reasons-for-missed-appointments/(Accessed: 18 November 2024).
7. r/NoStupidQuestions (2016). Why can't I schedule a doctor's appointment online?Available at: https://www.reddit.com/r/NoStupidQuestions/comments/67yrbr/why_cant_i_schedule_a_doctors_appointment_online/?utm_source=share&utm_medium=web3x&utm_name=web3xcss&utm_term=1&utm_content=share_button(Accessed: 18 November 2024).
8. t/TalkTherapy (2024). Can’t find the right therapist, I’ve seen countless. what is wrong with me. Available at: https://www.reddit.com/r/TalkTherapy/comments/1g8zz41/cant_find_the_right_therapist_ive_seen_countless/?utm_source=share&utm_medium=web3x&utm_name=web3xcss&utm_term=1&utm_content=share_button(Accessed: 18 November 2024).
9. r/TalkTherapy (2022). How to see therapist if they don't work outside of the hours that I work. Available at: https://www.reddit.com/r/TalkTherapy/comments/y509k1/how_to_see_therapist_if_they_dont_work_outside_of/?utm_source=share&utm_medium=web3x&utm_name=web3xcss&utm_term=1&utm_content=share_button(Accessed: 18 November 2024).
10. r/YouShouldKnow (2020). YSK When people say "find a therapist", it can be really hard to find a good therapist, and bad therapists exist. Available at:https://www.reddit.com/r/YouShouldKnow/comments/jvgv2g/ysk_when_people_say_find_a_therapist_it_can_be/?utm_source=share&utm_medium=web3x&utm_name=web3xcss&utm_term=1&utm_content=share_button(Accessed: 18 November 2024).