Put a STOP to same-day cancellations and no-shows
Without punishing patients or creating drama.
Do you struggle with a high number of same-day cancellations and no-shows?
Do you have specific ‘problem patients’ that consistently cancel or no-show?
Does your team have difficulty managing your Cx policy or charging a fee?
In order to help our patients get the care they need to recover, we need them to:
Schedule out their plan of care
Arrive for their scheduled appointments
And if they can’t attend an appointment, we need them to provide enough notice so we can help someone else get in for care they need and deserve.
One question that comes up most often is: 'how do we teach our front desk staff to manage patients, prevent cancellations and no-shows while also not creating anger or upset for that patient?'
I totally get it. This was our practice in 2011; in fact our cancellation rate per day was around 25%! On top of that, our front office team didn't want to upset patients or charge the fee. But, every same-day cancellation and no-show kept another patient from getting the care they needed and deserved. And I knew I needed a solution to this problem.
Imagine having a system that literally prevents same-day cancellations and no-shows without causing major patient upsets or your PCCs having to constantly charge fees. Imagine being in control of your schedule
My proven Cancellation Prevention Program is an essential segment of the Patient Care Coordinator Program and your team will learn:
Why patients late cancel and no-show.
How to educate a patient to achieve maximal results.
How to properly handle a patient when they call to cancel to prevent the cancellation.
Why it’s never about charging a fee, but about preventing the cancellation in the first place.
How to properly track and measure arrival rate.
What corrections to make when arrival rate drops.
If you answer yes to any of these, your front desk WILL benefit from my training and coaching:
Are your daily patient arrivals below 92%? (Greater than 8% of your patients cancel every day?)
Do your staff lack certainty and consistency when handling patients who cancel or no-show appointments?
Are you looking for a proven system to prevent same-day cancellations and no-shows?
Not sure if your front desk would benefit from my Cancellation Prevention Training?
Download my FREE Cancellation Symptoms Checklist to take the next step.
Brandi Labhart, PT
Director of Operations
Advanced Rehab, Indiana
"Our office had a wonderful experience in one on one coaching with Dee.
The coaching sessions were so helpful in that they could be tailored to our specific needs. When we had a section that proved difficult for the staff, we took extra time and Dee helped problem solved for us. Having these scripts and baseline processes have proven invaluable. Can’t wait to see what 2021 brings our company now that our front desk systems are fine tuned. It’s really eye opening going through this process and being rewarded with increased visits and completed plans of care!
I highly recommend!"
RX Rehab, Utah
"We recently went through the front office guru program and it was amazing! We are a new physical therapy practice and have only been in business full time for about a year. With that comes so many things to figure out and learn.
Dee helped us set up our systems in our front office. Without her we would still be struggling and trying to figure out front office systems that work. She helped us fast track this process.
Her program exceeded our expectations and still continues to do so. If you are thinking about front office guru I would say go for it!
Dee and her program are amazing!"
Marc Stewart, PT
PT Practice Owner
Johns Creek PT, Georgia
"I completed Dee’s Arrival Program about a year ago. I signed up for her course after we had over 400 cancellations the first six months of 2018.
Dee’s training is thorough, intense, and effective! After implementing the strategies we learned from Dee we regularly have multiple days each week with 100% of our scheduled patients arrive for their appointment. In fact, last week we only had one, yes just ONE, same day cancellation.
If you want to learn how to get your patients arrive for their appointment, sign up for one of Dee’s classes! You won’t regret it!"