Handling “No-Shows”

Claims data clearly demonstrates that not having a system in place to track and follow-up with patients who miss appointments significantly increases the likelihood of claims alleging failure to diagnose, delay in diagnosis, and missed diagnosis. Medical offices should have a written policy in place to address the handling of “no-show” patients that includes:

• Office staff must notify the physician when a patient cancels or does not show-up for an appointment.
• The physician will determine the clinical significance and urgency of contacting the patient to reschedule the appointment.
• Appropriate follow-up for those patients needing to reschedule will include:

–     At least two telephone calls to attempt to reschedule.

–     If unable to reach patient by phone, a certified letter is sent to their home explaining the importance of rescheduling the appointment.

• No-shows and cancellations are documented in the medical record.
• Efforts to contact patients are documented in the medical record.
• Copies of letters and signed certified mail receipts are placed in the medical record.

For more information, speak with a Risk Management Consultant.

 

Tungate Professional Insurance Services, Greater Lansing, is proud to represent The Doctors Company / American Physicians. This article is used with permission from The Doctors Company / American Physicians.