How to Reduce No-Shows in Veterinary Practice: Frequently Asked Questions
Configuring a veterinary clinic schedule that works for all staff preferences, capabilities, and schedules can be challenging. Add to that clients who show up late or don’t show at all, and the schedule quickly becomes a mess. No-shows throw off everyone’s day, and they can also negatively impact your veterinary practice’s profitability. However, the right tools and strategies can reduce no-shows.
In this FAQ-style guide, we answer the most common questions clinics have about reducing missed appointments, improving client communication, and optimizing appointment management.
Question: Why do pet owners miss appointments?
Answer: No-show clients may skip appointments for various reasons, including:
- Forgetfulness — The client made an appointment and forgot to add it to a calendar or didn’t receive pre-visit reminders.
- Last-minute conflicts — An unplanned emergency might derail a client’s day.
- Financial concerns — Pet owners who think they can’t afford a visit may opt to stay home if they feel the team might judge them or push unnecessary services.
- Lack of perceived value — Clients may decide that a wellness checkup isn’t worth their time or money.
- Difficulty rescheduling — Pet owners may struggle to find time during the workday to call and cancel or reschedule a visit.
Understanding the root causes of no-shows can help your veterinary team create solutions that fit your clients' needs and practice style.
Q: How can clinic teams reduce no-shows?
A: Continuous communication and reminders through multiple channels help ensure that at least one message reaches the pet owner. Use your practice management software to automate and personalize appointment reminders using SMS text messaging, email, mobile application, phone calls, and postcards. Include the pet’s name and appointment details, and add pre-visit instructions for good measure.
Q: Should my hospital require deposits or prepayment?
A: Deposits can be helpful in certain situations, such as for new clients, high-cost procedures, or repeat no-shows. Requiring an appointment deposit or prepayment can help reduce no-shows, but it can also feel off-putting to some pet owners if you require one for all situations. Alternatively, consider imposing a no-show fee as part of a comprehensive appointment cancellation policy that is clearly explained in your appointment messages and confirmation emails.
Q: What about online booking?
A: An online booking system makes it easier for clients to schedule appointments and make last-minute changes without picking up the phone. That flexibility means fewer forgotten cancellations or, ideally, fewer appointment cancellations altogether. Online options also allow clients to confirm visits instantly, add them to their virtual calendars, and access pre-visit information.
Q: How should I handle last-minute cancellations?
A: A waitlist is a great way to fill a last-minute opening. Some practice management systems can automate this process by prioritizing specific appointment types and sending texts to clients when a slot becomes available. You can also reduce last-minute cancellations by embracing schedule flexibility, including same-day drop-offs and telemedicine. If you charge clients for appointment cancellations, clearly communicate the policy in writing and ask new clients to sign a copy.
Q: What should my team do when a client no-shows?
A: After a no-show appointment, give the client the benefit of the doubt and reach out to check on the pet and reschedule the visit. Let them know you were expecting them and want to ensure the pet gets care. For repeat offenders, require deposits to hold appointment slots. When clients repeatedly no-show or seem to do so in a vindictive manner, leadership should speak directly with the person or deliver written notices that the behavior will not be tolerated.
Q: Can practice management software help reduce no-show rates?
A: Veterinary practice management software has powerful tools you can use to reduce no-shows. The right software leverages automation and digital communication to reduce veterinary team workloads while increasing engagement with pet owners. Cloud-based software systems can:
- Automate appointment confirmations
- Send repeated reminders
- Enable online booking
- Track and analyze no-show patterns
- Manage deposits and billing
- Integrate a waitlist
Holding an appointment time for one pet sometimes means saying no to another, and you can help pet owners understand the impact of no-shows. Explaining your cancellation and no-show policy and enforcing it fairly can help your veterinary practice reclaim lost revenue, protect your time, and deliver better patient care while strengthening client relationships.
