Count what you are losing
Pull last quarter's numbers: no-shows, cancellations within 24 hours, and how many of those slots were refilled. Multiply the unfilled ones by your average fee. Most physios are surprised by the total. Clinic reports show cancellations and no-shows by practitioner and by month.
Reminders do most of the work
People rarely skip on purpose; they forget, or something changes. A reminder a day or two before, with an easy way to confirm or change, catches most of it. See SMS appointment reminders. When a patient replies to say they cannot come, you hear about it in time to offer the slot to someone else.
Make changing easy, so people tell you
If cancelling means calling during business hours and explaining yourself, many people just do not turn up. Let patients move their booking from the confirmation link instead. An early change is far better than a no-show.
Have a policy and use it kindly
A clear cancellation policy, stated when booking and in the confirmation, sets expectations. Most practices apply a fee for late cancellations or no-shows but waive it for genuine emergencies. The policy matters less as a fee than as a signal that the time is valuable.
Refill the gaps
A waiting list of patients who want an earlier time turns a late cancellation into a filled slot. Keep it current and offer slots quickly.
Look for patterns
Repeated no-shows from the same patient, at the same time of day, or with the same service tell you something. Early-morning or Friday-afternoon slots may need a different reminder or a deposit. See reducing no-shows for more.
Frequently asked questions
What is a normal no-show rate for physiotherapy?
It varies by practice and patient group. Measure your own over a few months, then aim to bring it down steadily.
Should I charge a cancellation fee?
Many practices do, with exceptions for genuine emergencies. Explain the policy at booking so it is never a surprise.
How far ahead should reminders go out?
A day or two before suits most patients: close enough to remember, early enough to rebook if they cannot come.