MDNews - Long Island

BY S O M E E S T I M AT E S , A physicia n ca n lose $50,000–$150,000 annually from missed appointments, notes The American Congress of Obstetricians and Gynecologists. The reasons patients fail to show up range from their overbooked schedules to simple forgetfulness, according to Barron H. Lerner, MD, PhD, Professor of Medicine and Population Health at New York University School of Medicine. In his experience, some patients reschedule promptly, while others are harder to pin down. "We need to be less casual about missed appointments," Dr. Lerner says. "Our job is not complete merely by scheduling follow-up tests and visits. We need to put systems in place to make sure these appointments actually occur." Dr. Lerner's staff calls patients in advance of their appoint- ments. This has helped increase the rate of patients who show up for their appointments from 50 percent to approximately 80 percent, but he fi nds patients drop off when they are referred to other specialists or for medical testing. "One would hope other providers would put in their own systems," Dr. Lerner says. "The underlying issue, of course, is paying staff to do this. To me, it seems like a worthy investment of resources." Other ways to get patients in the door: + Ask — and answer — the right questions. "One of the most common reasons cited by patients is the fear that the appointment will be too costly," says Colin Hung, SVP of Marketing at PatientPrompt and co-founder of #hcldr Twitter chat. "Physicians can address this concern by highlighting the various payment options or clarifying what the deductible actually is prior to the appointment." + Reach out and repeat. "Repetition is important because patients forget much of the information provided during the visit," says Victoria H. Rollins, MHA, RN, CPHRM, CPPS, Director of Patient Safety Programs at The Doctors Company, a physician-owned medical malpractice insurer. "A variety of tools should be used — written, video and verbal — to reinforce the teaching and meet the learning style of each patient." Rollins notes that some practices charge for missed visits, but patients may view this as punishment and seek care elsewhere. On the Record Physicians have a legal responsibility to follow up with hard- to-reach patients. Documentation can protect the physician. "If phone calls or emails do not have the desired effect, a written letter to the patient is another strong approach," Rollins says. "A copy of the letter would be saved in the patient medical record." Whatever approach physicians use, there are no easy answers, Hung says. "It takes a combination of technology, process, discipline and good old-fashioned customer service," he says. "Physicians … must remain vigilant and continue to invest time and effort into making their practices a place where patients want to come." ■ Navigating By Rachel Stewart FROM AN UNANTICIPATED RECOVERY TO AN EXCITING NEW TREATMENT, A PHYSICIAN THRIVES ON THE UNEXPECTED. NO-SHOW PATIENTS, HOWEVER, ARE AN UNWELCOME CHALLENGE TO EXPECTATIONS — ONE THAT COULD COST A PRACTICE THOUSANDS OF DOLLARS. HOW CAN PHYSICIANS KEEP PATIENTS FROM FALLING THROUGH THE CRACKS? NO-SHOWS NO-SHOWS ++++++++++++++++++++++++++++++ + +++ + +++ ++++++++++++++++++++++++++++++ PRACTICE MANAGEMENT 2 6 | Long Island MD NEWS ■ M D N E W S . CO M

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