My clinic has a “clear” cancellation policy that is very visible on the initial office policy and I also remind them of it when they’re booking their appointment (it also appears on our appt card we give them!). When someone cancels with less than 24 hour notice, we charge a $50 fee, and for the most part, this works fine and dandy. However, every now and then there is the “special” patient, often someone like a doctor or executive who has been a very good patiient, but for some reason, probably busy schedules, starts to sluff off and starts a series of either no-shows (in which case we charge), and in this recent case, after 2 no shows, rescheduled several apptments, and then calls last minute to cancel (after the two prior no shows). This particular patient has 2 more appointments on the books, and the no shows will be charged, but the last minute (5:30pm prior to a noon appt the following day) cancellation is harsh. I work alone, and although right now it doesn’t pose a problem as things have tappered off in the recession, under normal conditions, there would have been someone for that spot and I’m left holding the bag. But, the more difficult aspect, and the true reason for this blog, is HOW CAN ONE RETAIN THIS PATIENT (or, does one want to/need to??). I have been clear w/ many no-showers in the past and have gotten rid of certain patients who had trouble with our policy. But in this case, it is someone who has really benefitted from the acupuncture et al, and has no problem paying (it’s not the $$: I feel it’s more the stigma/embarrassment that she might feel after no-showing so many times): how can I get her past this as a general suggestion?

I have considered writing a hand-written note (my asssistant will send her invoice w a nicely worded reminder/explanation of WHY we initiated our policy). My note might say something like: Dear X, It has been a while since I have seen you. I realize that you are very busy, however, my interest is for your greatest health, and I know how much benefits you receive from the acupuncture. I hope that you are able to create some time aside in the future so you can experience the well being and pain reduction that acupuncture offers. I look forward to seeing you on your next scheduled appointment on ________.

This is my idea, but i would like to hear from you and others as to how they have dealt with these sticky types of situations. I know a local chiropractor who has been in practice for 30 years, and she still has difficulty in these “special” cases.

Thank you for allowing a forum for this question.

Looking forward to hearing people’s experiences

No-shows are never fun, but when they occur in a busy week when new patients have been scheduled far into the future because of no openings–yikes.

I need an office procedure to smoothly handle these matters. Otherwise people take advantage of my good nature! I know I’m not alone. Many solo practitioners face this as a constant glitch in their practice management. Suggestions?

Thank you.