process benchmarking WORKSHOP
NO-SHOWS FOR INITIAL OUTPATIENT APPOINTMENT
GUIDE TO PARTICIPATION
Overview: Process benchmarking is a powerful technique that uses benchmarking data to help identify potential best practices. In this workshop, a process benchmarking exercise will be conducted in the area of no-shows for the initial outpatient appointment. The objective of the workshop is to identify organizational strategies and practices that are most effective in minimizing the occurrence of no-shows for the initial outpatient appointment (as operationally defined below) Participants will leave with a quantified, rank-ordered listing of potential “best practices” that they can consider applying in their own settings. Through adoption of “best practices” organizational improvement can be expected to occur.
Advance Preparation: To prepare for this workshop, you will need to research the answers to the questions below. In some instances, special analysis of your data may be required. Please confer with appropriate staff within your center and place an “x” in the appropriate boxes to respond to each of the questions. In some instances, additional information is requested. If you employ techniques not listed below to enhance performance, please make note of them in the spaces provided. We will want to hear about them at the workshop!
Please bring this completed Guide with you to the workshop. We will gather your responses there confidentially through electronic audience polling. However, if you cannot attend the workshop and wish to contribute your data, please fax this completed form to 317-284-1728. No-show figures must be provided (below) in order to use your responses.
Workshop Participation: The questions that follow will be examined during the workshop to systematically contrast the methods used by centers with low initial no-show rates with those of centers with higher rates. Audience polling technology will be used to anonymously gather and quantify the responses to the questions. Approaches that distinguish between top performing organizations and others in terms of initial no-shows will be discussed in detail. Participants will be encouraged to suggest other approaches that may contribute to minimizing initial outpatient no-shows. The workshop will conclude with a ranked and sorted listing of the methods used by top performers. These methods would be considered potential “best practices”.
CALCULATION OF NO-SHOWS FOR INITIAL OUTPATIENT APPOINTMENT: No-show rate for initial outpatient appointment is calculated as number of no-shows for the initial outpatient appointment divided by total number of initial outpatient appointments scheduled. The calculated no-show rate should be expressed as a percentage. Ideally, the no-show rate should be based on most recent complete fiscal year-end figures but may be based on a recent reporting period of not less than one month. Cancelled appointments, including late cancellations, should not be included as no-shows. The no-show percentage should only reflect completely unexpected loss of appointment times. Do not include crisis appointments or initial outpatient appointments for specialized programs, such as partial hospitalization.
What is your organization’s no-show rate for the initial outpatient appointment, based on the above definition? / %PROCESS QUESTIONS
Yes / No /1. Do your scheduling staff discuss the importance of follow-through when the initial outpatient appointment is made?
2. Do your support staff routinely make reminder calls the day before the initial outpatient appointment?
3. Do you formally train or script support staff in methods to reduce initial no-shows?
4. Do you send letters or cards to remind individuals of their initial outpatient appointment?
5. Do you have an "intake group" or equivalent prior to scheduling a formal intake?
6. Do you sometimes refuse to schedule callers for an initial outpatient appointment based on established screening criteria designed to reduce no-shows?
7. Do your clinical staff routinely call clients prior to the initial outpatient appointment to introduce themselves and establish rapport?
8. Do you provide incentives to scheduling personnel to reduce initial no-shows?
9. Do you communicate data/rates regarding initial no-shows to your staff that schedule appointments?
10. Do you send directions or a map showing your location prior to the initial outpatient appointment?
11. Do you charge for no-shows and discuss your no-show policy when the initial outpatient appointment is scheduled?
12. Do you "overbook" for initial outpatient appointment slots?
13. Do you offer the opportunity for walk-in intakes in addition to or instead of scheduled initial outpatient appointments?
14. Does it typically take more than 7 calendar days for clients to be seen for their initial outpatient appointment?
15. Does it typically take more than 14 calendar days for clients to be seen for their initial outpatient appointment?
16. Does your organization have a written policy for the management of initial no-shows?
17. Have you established an organizational target or goal for initial no-shows?
18. Would most clients report that your initial outpatient appointment location was easy to find?
19. When scheduling intakes, do you routinely make it clear that they may not be able to get another appointment if they do not show for the initial outpatient appointment?
20. Are clients routinely informed that the length of the initial outpatient appointment will be one hour (or less) when they schedule the initial outpatient appointment?
21. Are transportation issues/barriers/concerns routinely addressed when setting up the initial outpatient appointment?
22. Are financial/fee issues/concerns routinely addressed when setting up the initial outpatient appointment?
23. When scheduling initial outpatient appointments, are clients routinely asked if there is anything that might interfere with them keeping the appointment?
24. Do you require clients to call to confirm their appointments a couple of days prior to the appointment?
Please List Other Methods Used to Minimize Initial No-Shows.