Practice Management Alert

Use this sample letter to create one that works for your practice.

Every practice has patients that miss appointments sometimes. When those missed appointments become a habit and cost your practice time and money, it's time to put the "problem patient" on notice. You learned in the Medical Office Billing & Collections Alert Vol. 11, No. A article "Clearly Outline Practice Expectations With No Show Letters and Fees" that sending a letter can be an effective way to remind patients of your no-show policy.

Create your own letter using this sample from Angie Noetzelmann, billing representative at the Windsor Family Clinic in Colo. to ensure your practice isn't letting patients take advantage of a lenient no-show policy.

Dear [Patient Name],

One problem which prevents us from seeing patients efficiently is when appointments are missed. A "no-show" or cancel with less than 24 hours notice prevents us from seeing another patient because we had reserved that appointment time for you. The purpose of this letter is to explain our policy concerning cancellation or not showing up for office appointments.

We also understand that there are situations which cannot be avoided, and certainly a last minute phone call is appreciated versus no notice at all. In these cases, this letter is not a reprimand but serves only to inform our patients of our policies.

1. First and second missed appointment: We will call you that day and a letter will be mailed to you about the missed appointment as a reminder about the cancellation policy.

2. Third missed appointment: A certified letter will be sent to you, and you will be billed for that missed appointment.

3. Thereafter, to schedule further appointments, a deposit in the amount of the scheduled appointment (check or credit card form) will be required upfront. If you keep your appointment, your check will be returned to you that day or your credit card will be disregarded. In the event that you do miss your appointment with no proper notification, your deposit will be processed.

4. Fourth miss appointment: Because repeated offenses have prevents other patients from being seen, your care will be reviewed for possible termination, and your check will be cashed or credit card run for the missed time slot.

Remember, if you cannot keep an appointment, call and cancel it within 24 hours or between 8:00-8:30 am. As much as we hate to implement this policy, we feel that not doing so would be a disadvantage to the 98% of our patients who faithfully keep their appointments. If you have any questions or comments about this please do not hesitate to call.

Sincerely,

[Doctor's Name]