Optimize Patient Scheduling

Steps for Implementing Your Scheduling Procedure

Designing Your Template

• Determine the target number of visits per day.
• Establish the preferred time for the first and last appointment of the day.
• Establish a consistent time for lunch in the schedule.
• Determine the amount of time required for new and established patients.

Things to Consider

• Stagger appointment times and leave enough time to allow for registration, etc.
• Make provisions in the schedule for double-bookings, walk-ins, and/or late patients.
• Allocate some time for patients requiring additional time to address the reason for the visit.

Reducing No-Show Rates

• Do not schedule appointments more than six months in advance for established patients and no more than a month in advance for new patients—patients may forget or find another doctor and may not cancel their appointments.
• Place reminder calls at least 24 to 48 business hours in advance of the appointment.
• Track patients who are habitually late or do not show:
  • Schedule these patients at the end of the day so they won’t interfere with flow.
  • Double-book the slot with an appointment opposite in nature, e.g., new appointment opposite a follow-up appointment.
  • Implement a no-show policy and apply a nominal fee, which must be applicable to all patients in the practice.

References

1. Womack J, Jones D. Lean Thinking. 2nd ed. New York: The Free Press; 2003.