What goes wrong today
A policy nobody communicates is not a policy. Most practices have one written down and almost none surface it at the moment it matters, which is when the appointment is booked and again when it is confirmed.
Policy
Cancellation and No-Show Policy
What you charge, what you forgive, and how it is communicated.
What you charge, what you forgive, and how it is communicated.
A policy nobody communicates is not a policy. Most practices have one written down and almost none surface it at the moment it matters, which is when the appointment is booked and again when it is confirmed.
What good looks like
The policy stated at booking, restated in the reminder, and applied consistently — because inconsistent enforcement is worse for patient relationships than a clear rule.
- Stated at booking, not buried in paperwork
- Restated in the reminder
- Consistent application across providers
- An exceptions path that is documented rather than ad hoc
What to measure
Agree these before changing anything, so the effect is visible rather than argued about.
- No-show rate before and after communication changes
- Fees applied vs waived
- Complaints about the policy
Where we stand: Available now
Policy language is delivered at booking and in reminders today.
Rollout checklist
- Document how this is handled today, and by whom.
- Put a number on the hours or dollars involved.
- Decide which cases must always reach a person.
- Agree the metrics you will judge success on.
Frequently asked questions
Do you solve this today?
Policy language is delivered at booking and in reminders today.
How do we know if this is our biggest gap?
The Front Desk Opportunity Scan ranks this against every other area using your own volumes.
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