Urology Coding Alert

Most offices give patients 1 'free' no-show

When a patient does not show up for a scheduled appointment, you lose time and money, but deciding how much to collect for a no-show and when to start charging can be confusing.

See what the experts have to say about developing a fair no-show payment policy.

Remind Patients of Charge Early

You should note your office's no-show charge in the new-patient paperwork, says Jennifer Darling, owner of BBC Medical Management Services LLC in Dallas.
 
"The no-show policy can be stated in the practice brochure, which is given to the patient. This is the best way to inform patients -- in writing," says Catherine Brink, CMM, CPC, president of HealthCare Resource Inc. in Spring Lake, N.J.

Remind Often

For instance, Brink says, you might try this sample script in your new-patient paperwork or brochure: "Our practice has a policy to charge a no-show fee of XXX for the second time a patient has a no-show for his appointment."

After receiving the written notice, "patients can be reminded of the no-show fee again when you call to remind them of their appointment," Brink says.

That way, you've already told the patient in writing and over the phone about your no-show policy, so there should be no misunderstandings if a charge is levied.

No-Show Fee May Vary for Different Services

Each medical office will have to decide for itself how much it should collect from patients for no-shows. Darling proposes a no-show fee about on par with a typical copay amount, in the $20 to $40 range. "This amount is small enough for the patient to pay, and large enough to compensate the physician for the time the patient took in the schedule," she says.

You might also consider charging different no-show amounts for different types of services.

"If the visit was for a big-money service, say a $1,000 procedure, then you should charge more, maybe $250. Some practices charge the fee of the service that was scheduled," Brink says.