Missed appointments can be a pretty big thorn in the side. They eat into time that could be spent meeting with clients or catching up on admin work. Most importantly, missed appointments mean our clients aren’t getting the care they need when they need it. To help cut back on missed appointments and better provide our clients with the best possible services and care, we are introducing a new missed appointment procedure on September 5. 

Here’s how it works. Starting September 5, we will consider it a missed appointment when:

• A client does not show for their appointment OR
• A client checks in 15 minutes or more past their scheduled appointment time

It’s important to note that missed appointments are different than late appointments. Not sure the distinction between late and missed appointment? Here’s what we consider a late appointment:

• A client shows up less than 15 minutes past their assigned appointment time AND
• A client is still able to be seen within their allotted appointment time

We know that missed appointments happen and we will not penalize clients for missing appointments, nor will it affect their ability to receive care. But capturing missed appointment data is important because it can help us keep clients on track when it comes to making their future appointments, and it helps us improve our scheduling practices and make better use of staff members’ time. If a client does miss an appointment, staff members should follow the same follow-up and tracking procedures as they've always done. 

In the lead up to the new procedure, we’ve been working with clients to get their feedback and let them know about the new changes coming up. In the days ahead, we’ll begin posting and giving out flyers around the new procedure. Please share this information with clients and keep an eye out for flyers that will be placed around check-in desks for clients.