PIEDMONT ACCESS TO HEALTH SERVICES, INC.
Policy Number: 01-02-031
SUBJECT: Follow-Up on “No-Show” Appointments
EFFECTIVE DATE: 10/31/2006
REVIEW/REVISE: 02/16/2012, 05/02/2012, 10/18/2013, 07/06/2015
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POLICY: PATHS Community Medical Centers provide access to comprehensive, primary health care for patients according to provider schedules. When a patient ‘no shows’ for an appointment, PATHS will make an effort to contact the patient to reschedule missed appointment.
PROCEDURE:
1. Throughout the course of a routine business day, the front desk staff at each PATHS Community Medical Center site monitors the schedule of patient appointments for each provider practicing in their particular site using the scheduling module of PATHS’ electronic health record.
2. When it is realized that a patient did not keep, nor call to cancel or reschedule, an appointment, the visit status will be updated to “N/S (No Show)” and create a telephone encounter and assign it to theirself.
3. In instances where the patient has a working phone number, and indicated that it is acceptable to contact them via phone:
a. A call via eClinical Messenger will be initiated, in which, the patient will be instructed to call the office as soon as possible to reschedule the appointment. Such will be noted in the telephone encounter.
b. The next business day, the staff member will revisit each of the pending telephone encounters to identify whether or not the patient rescheduled the appointment.
i. If there was no response, another message will be cued for the patient via eClinical Messenger. Such will be documented in the telephone encounter and it will be left as a reminder for later follow-up.
ii. If it is determined that the patient did reschedule the appointment, such will be documented in the telephone encounter and will be marked as addressed.
c. On the third business day, the patient’s record will be reviewed to determine whether or not the patient rescheduled the appointment.
i. If there was no response, another message will be cued for the patient via eClinical Messenger. Such will be documented in the telephone encounter, along with the following statement: “Patient no-showed for appointment originally scheduled for xx/xx/xxxx, and has not responded to any attempts to reach him/her. If follow-up is critical, please advise.” The telephone encounter will then be assigned to the patients Primary Care Provider. The patient’s PCP will assess the patient’s situation and has the authority to order additional follow up attempts via phone or letter, or may even request that the provider/patient relationship be terminated due to non-compliance.
ii. If it is determined that the patient did reschedule the appointment, such will be documented in the telephone encounter and will be marked as addressed.
4. In instances where the patient does not have a working phone number, or indicated that contact should be conducted by mail:
a. A letter will be generated instructing the patient to contact the office as soon as possible to reschedule the missed appointment. Such will be noted in the telephone encounter.
b. After a period of 5 business days, the staff member will revisit each of the pending telephone encounters to identify whether or not the patient rescheduled the appointment.
i. If there was no response, another letter will be sent requesting the patient to contact the office to reschedule the missed appointment. Such will be documented in the telephone encounter and it will be left as a reminder for later follow-up.
ii. If it is determined that the patient did reschedule the appointment, such will be documented in the telephone encounter and will be marked as addressed.
c. After a period of an additional 5 business days (10 total business days from the date of missed appointment), the patient’s record will be reviewed to determine whether or not the patient rescheduled the appointment.
i. If there was no response, such will be documented in the telephone encounter, along with the following statement: “Patient no-showed for appointment originally scheduled for xx/xx/xxxx, and has not responded to any attempts to reach him/her. If follow-up is critical, please advise.” The telephone encounter will then be assigned to the patients Primary Care Provider. The patient’s PCP will assess the patient’s situation and has the authority to order additional follow up attempts via letter, or may even request that the provider/patient relationship be terminated due to non-compliance.
ii. If it is determined that the patient did reschedule the appointment, such will be documented in the telephone encounter and will be marked as addressed.
SIGNATURES:
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Chief Executive Officer Date
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Medical Director Date
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Chief Operating Officer Date
01-02-031: Follow-Up On “No-Show” Appointments
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