7 Ways to Reduce No-Shows in Your Veterinary Clinic
A veterinary clinic’s appointment schedule is carefully crafted to meet the needs of its veterinary team, clients, and patients. Missed appointments can disrupt this workflow and lead to lost revenue. But with the right technology and strategies, you can reduce no-show rates and keep your schedule running efficiently and smoothly. Here are seven things to consider if your hospital struggles with concerning no-show rates.
What causes no-shows in veterinary practice
Understanding why pet owners fail to attend scheduled appointments can help you find solutions to remedy the issue. Examples of reasons for missed appointments or appointment cancellations include:
● Forgetting — Everyone loses track of their schedule now and again.
● Ineffective reminders — Appointment reminders work only when clients get them at the right times.
● Finances — Pet owners encountering financial difficulties might cancel at the last minute.
● Emergencies — Unforeseen circumstances can derail the client’s schedule.
● Perceived value — Pet owners might skip a scheduled checkup if they think their pet’s condition has resolved or a wellness service isn’t needed.
How to reduce no-shows in your veterinary practice
1. Update your appointment reminder protocol
Well-timed, automated reminders delivered strategically are among the best strategies to reduce missed appointments. Many veterinary professionals find that a multi-channel approach works best and helps reduce workload for the veterinary team. Modern practice management software (PIMS) or client communication platforms can personalize reminders with the pet’s name and send them at various intervals via:
● Text message
● Email
● Mobile app notification
● Client portal
● Postcard
2. Take deposits for new clients or chronic offenders
Introducing a prepayment or appointment deposit policy can significantly reduce no-shows and appointment cancellations. You don’t have to ask everyone for money upfront, but asking for a small deposit at the time of booking can discourage new clients, surgery appointments, or repeat offenders from affecting the clinic’s bottom line. Alternatively, you could consider a no-show fee for last-minute appointment cancellations, but ensure you communicate this policy verbally and in writing so there are no surprises.
3. Offer online booking
Online scheduling is convenient for busy pet owners who don’t have time to call during the typical work day. With an online booking system, clients have the freedom to schedule a visit when they have the time, day or night. The same is true for appointment cancellations and rescheduling visits if something comes up at the last minute.
4. Communicate value
Building strong client relationships and communicating the value of your services can improve appointment adherence. Use multiple channels, such as social media, newsletters, and an online health information hub, to educate clients about preventive care, life-stage guidelines, and common health issues. Discuss how skipping routine care or failing to follow up after an illness can endanger a pet’s health.
5. Offer flexible appointment options
Scheduling is always a delicate balancing act between new clients, existing clients, routine care, sick visits, emergencies, and procedures. Flexible scheduling options allow the team to work more efficiently while offering clients a convenient way to get the care they need. For example, consider setting aside time for same-day urgent care drop-off visits or incorporating telemedicine.
6. Help clients understand the impact of no-shows
Pet owners might not realize the effect no-shows have on your clinic’s bottom line or your ability to help other pets waiting for appointments. Including a statement on appointment reminders or digital channels can help you get the message across and discourage no-shows. Consider this statement or something similar:
"If you cannot make your scheduled appointment time, please notify us at least 24 hours in advance so another pet can get the care they need."
7. Follow up when clients miss a visit
After an isolated missed appointment, give clients the benefit of the doubt and follow up with them to ensure everything is okay. Check to make sure reminders went out and that the client's phone number, email address, and postal address are correct in the computer system. Consider a call, text, or email expressing concern for the pet and encouraging the client to reschedule at their convenience.
No-shows in veterinary practice can impact hospital revenue and delay care for other pets awaiting visits. You can improve appointment management by adopting modern practice management software that enables multi-channel reminders, makes scheduling and rescheduling more convenient, and helps you communicate and enforce deposit or appointment cancellation policies. While eliminating no-shows is unlikely, reducing them can help your veterinary hospital improve efficiency and profitability while helping more pets in the community.
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