Why patients do not come
- They forgot. By far the most common.
- They feel better after three sessions and think they are done.
- They are not sure it is working.
- Work, kids, traffic.
- They never committed to a course of treatment.
1. Remind every patient
An SMS the day before, which the patient confirms by replying YES, is the single most effective step. Email reminders are free for patients who prefer email. See SMS and email appointment reminders. Keep mobile numbers current: the Reminders sent card shows who was skipped for having none.
2. Rebook before they leave
A patient who leaves with the next appointment booked is far more likely to come back. Book the whole course with repeat bookings. See appointment scheduling.
3. Explain the plan
Tell patients at the initial how many sessions they are likely to need and why stopping when the pain eases often means it comes back. Show them their numbers with outcome measures.
4. Sell packs
Patients who prepay for a course come for more of it. See prepaid packs and credits.
5. Fill cancellations from the waiting list
When someone cancels, the waiting list shows who wants that exact slot. A quick text usually fills it.
6. Record it properly
Did not attend for a no-show; Cancelled, with a reason, for a cancellation. The Cancellations and non-attendance report then shows the patterns.
7. Recall the ones who drift
The Last attendances report lists patients who have not been back, and recalls go out automatically to bring them in.
8. A fair policy, stated once
If you charge for late cancellations, put the policy in your intake form and confirmations and apply it the same way for everyone.
Frequently asked questions
What is the best way to reduce physio no-shows?
Remind every patient the day before by SMS, rebook before they leave, explain the full plan, sell packs, and fill cancellations from a waiting list.
What is the difference between a no-show and a cancellation?
A no-show did not come and did not tell you; a cancellation told you in advance. Record them differently, because they need different fixes.
Should we charge for no-shows?
That is your practice's call. If you do, state it clearly and apply it fairly.