Any appointment-based medical practice must have a robust cancelation policy. One of the worst things that can happen to these practices is no-shows and appointment cancelations, losing both time and money. A cancelation can policy keeps patients accountable for this loss.

However, this must be handled with great care, as it runs the risk of alienating the patient base and driving them away. Follow these steps to create the perfect cancelation policy:

Decide what to include

The policy should make it abundantly clear what actions can and cannot be penalized by the practice to ensure patients have a thorough understanding of the rules. Answer the following questions:

• Under what circumstances can appointments be canceled without penalties?
• What time frame does the cancelation have to occur?
• How expensive is the penalty for cancelation?
• Are you more lenient for returning patients or those with extenuating circumstances?

Include the policy in the intake process

To ensure patients are fully informed regarding the cancelation policy it should be included in the intake process. Ensuring patients are informed of the particulars of this policy by having them accept it before they even arrive is far more efficient than wasting staff time taking them through it.

It is also important for patients to know what to expect in the case of a cancelation so that they are not taken by surprise if the practice is forced to impose any penalties. A separate page discussing the policy on the website will further ensure that the vast majority of patients are well informed.

How to deal with no-shows?

A patient missing an appointment without a cancelation is a no-show, resulting in a similar waste of time and loss of earning potential for the practice. To determine how to deal with these situations, try to answer the following questions:

• Should a cancelation fee be charged?
• How much should the cancelation fee be?
• When will the charge be applicable, and why?
• What is the timeframe for which cancelations are free and which are charged?

A high fee or unreasonable time frame may prevent appointment bookings entirely, with patients afraid of the consequences should extenuating circumstances cause them to miss their appointment. Long-term patients that are hit with the high fee might also reconsider their affiliation with the practice. on the other hand, however, the practice does need to properly value its time and availability. A missed appointment means lost revenue, and the prospect of a cancelation fee will encourage patients to do their best to keep their appointments.