Reducing Patient No-Shows
Martin Surks, M.D., M.A.C.P.
Professor of Medicine and Pathology
Historically, the no-show rate for new patients and consultations varied from 30 to 38% in the practice of Dr. Martin Surks, a Montefiore gland specialist.
In July 2010, Dr. Surks' office implemented a new policy. Three weeks before a scheduled appointment, a form letter is sent to all booked new patients and consultations reminding them of the appointment and informing them that
they must call one week prior to confirm that they will keep the appointment. If the patient does not respond by the date specified, the appointment is cancelled and given to a patient on the office's expedited list.
This initiative required an office administrator to generate approximately fifteen letters a week. Results were seen immediately; the office's no-show rate for new patients and consults has decreased to approximately 5%.