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6 comments posted
No shows

It might be helpful to include in the message left "If you are unable to keep this appointment please call our office and we can reschedule to a more convenient time". No shows are hard and unfortunatly they happen all the time. Another suggestion is at the time of the appointment you could add "if something comes up and you are unable to keep this appoitment kindly let us know"
Good Luck!

Posted by NikkiMoreau on Fri, 07/02/2010 - 09:05
Great Suggestion on No Shows--Reminder Cards in Unique Color?

Thank you for the "no show" suggestions.  You want to make them feel "guilty" and "responsible" and you have done both with tact.  How do your appointment cards look?  With some cards it's difficult to find the phone number.  Perhaps an unusual "color" would be helpful--easier to find in a wallet.

Thank you for posting.



Posted by Sheila on Tue, 07/06/2010 - 20:18
Kind Encouragement

Hi NikkiMoreau & Sheila,

I like your advise on that:

feel "guilty" and "responsible" and you have done both with tact

Its a funny thing if you think about it. We are doing them a service that some point along the way, they actually requested. The "with tact" part, I think, comes by seeing them as the individual they are. Sometimes I (we) get so caught up in the routine of what I am doing that I need to focus more on my mission - why am I here? Is it to fill a doctor's schedule or to care for patients in need? Both are necessary, but the focus has to always be on the people - "How can I better serve them?" I feel that if we don't make people accountable for themselves, where they can be, we are actually doing them a dis-service.

~ officemanager

Posted by officemanager on Thu, 07/08/2010 - 09:20
Please, let's help "office manager".

Dear Office Manager,

I have found that if people don't return phone calls, emails or show up for appointments, it's sometimes helpful to take the "I was concerned (or worried) that something has happened.  Is everything okay?"

Anyone have any additional suggestions for office manager?




Posted by Sheila on Mon, 06/21/2010 - 17:56
Reducing Patient No Shows

In a busy office, it is crucial to be as efficient with time as possible. It is not uncommon that we are booked out three to four months. We keep a patient waiting list for when an appointment may become available, but often we get a no show instead of a phone call from the patient rebooking or canceling.

We make pre-calls the day prior to the appointment. Sometimes we get the patient on the line, other times we leave a voice message letting the patient know "This is ______ calling from Dr Bill's office. This is a message for John reminding you of your appointment with Dr Bill tomorrow at 9AM. If you have any questions, please call our office at 555-5555. Thank you!"

Is there anything you might suggest to help us get better results?

Thank you!

~ officemanager

Posted by officemanager on Fri, 06/18/2010 - 09:52
Customer Service & TIme Management Tips and Questions

Hello All,  Please post your customer service and time management tips and questions.  If 5% of the people that I have met in training programs do so, we can all help each other to do an even better job.  Thank you!  Sheila 

Posted by Sheila on Tue, 06/08/2010 - 19:17