Patient No-Show Appointment Management

Processes and Technology to Improve Appointment Adherence

Automation and Patient No-Shows

Appointment no-shows are a big challenge for medical practices. No-shows lead to lost revenue, productivity, wasted resources, and disrupted care. There are strategies that healthcare facilities can implement to reduce no-show rates. This document shows you details on how Analog Informatics AI technology automates the management of patient no-shows.

Patient Support Community Engagement

Patients can add/remove others to be informed about their appointments and care in real-time.
Office staff can add others to be informed during intake based on the patient’s permission.
Additional parties receive notifications of new appointment bookings, arrivals, pick-ups, no-shows, cancellations, and pathology status.
Additional parties keep patients on schedule and minimize
no-shows.

Pre-Appointment Reminders

All patients and guests receive a welcome message to the practice on their first appointment. This message introduces them to the practice, their provider, and other info.
Patients and authorized third parties receive appointment reminders, calendar files, pre-op care instructions, transportation/parking info, Uber/Lyft links to the office, nearby pharmacies, WiFi, restroom location/access details, and navigation to the office.

Missed Appointment Detection

Front desk staff are required to change the appointment status in the EMR to no-show when they have determined the patient is a no-show.
No-shows should be recorded within a couple of hours of the determination.
There is no need to leave the EMR and no additional work to begin re-engagement of no-show patients.

Appointment Anomaly Detection

Communication workflows to patients and guests are based on the accurate and timely entry of changes in appointment status in the EMR by the front desk staff.
All appointments must end as Fulfilled (completed), No-Show, or Cancelled.
When we detect changes in appointment status, we switch to the appropriate workflows for the appointment type.
Our AI technology detects appointments that have not been completed correctly by staff. We automatically generate alerts to staff when we detect errors.
Once mistakes are corrected, our AI takes over completing the appropriate workflows.

Re-Engagement

When our software detects an appointment status changing to No-Show in your EMR, we immediately email and text the patient (and their authorized contacts) to reschedule their appointment online (link provided) or to directly contact the office.
Repeated reminder messages are generated until the patient re-engages with the practice.
The number of reminders and their frequency are controlled by the practice.

Rescheduling

Patients are given custom website links in their re-engagement messages to reschedule their visit.
The website page for rescheduling can provide immediate self-service selection of a new time slot based on the appointment type and new patient status (new or existing patient).
The practice can provide different options for rescheduling based on the appointment type, location, and practitioners’ preferences. Some medical practices prefer that the patient call the office directly to set a new appointment, depending on the appointment type.

Tracking Results

Different no-show strategies produce different results.
Operational No-Show data is available and charted continuously.
Charts for the number of No-Shows, Cancellations, and Self-Service Rebookings over the last 7 days are on the administrator console.
Data can be sorted and filtered by location and date.
Automation options for patients, such as cancellations and rescheduling by self-service, produce happier patients and a fuller schedule.

KEY TAKEAWAYS

- Most practices ignore no-show patients and have no methodology to get them to re-engage.

- AI-automated messaging workflows take over the task of reminding patients, caregivers, families, and others to have patients reschedule.
- Patients can contact your staff or use our self-service scheduling based on open time slots in the EMR.
- Your staff no longer needs to manually make outbound calls, emails, or texts to no-show patients.
- Neglecting your no-shows is simply ignoring revenue that is easy to capture with the right technology.

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