Determining Cancellation Policy

[Guest guest]

I think that moms change their minds about consults for many reasons-that is not the issue raised here.The issue is: a private practice LC who has created a business for breastfeeding support has identified a trend that impacts her revenue stream, as well as patient flow.To sustain a for-profit (and 501c) business, the (slightly yucky) issue of money and fee's comes to the forefront. Without revenue, she can't keep her business going, change breastfeeding rates, support moms in pain, or make a difference. PPLC's are in it for breastfeeding and families-we have to be, ain't none of us getting rich any time soon. Yet, if we are not practical with money, time, or any of our resources, our businesses fail. We fail. There are only so many hours the LC is available to assist moms in need-and with private practice, it's ALWAYS the train wreck mom. The nature of the problem/work also requires a big chunk of time spent on the individual. A mom who calls during an already full day will have to be rerouted; to another practice, or another day. When a time slot is wasted waiting for a mom who scheduled it, then never calls or shows, it's a missed opportunity for two moms, not one. The flow is disrupted and that time slot is rendered useless for breastfeeding support. There are a whole lot of potentials for failure for that rerouted mom to consider as well. Of course, common courtesy is a factor as well-don't we deserve a simple phone call from someone in that household?I rarely get cancellations, because I am primarily home visits. However, I do have periodic no-shows for my prenatal classes, which are limited in size. If I saw a trend like yours, I would first try to ID where the problem is. Asking the moms may help, but I am not sure you will get honest answers because of their own discomfort; they may very well duck your calls, lie, or think you will preach to them. Think about your tone and delivery when setting up the appointment, is it professional like a business owner or mellow-yellow like a League Leader? It may be that the perception on the mom's end is that canceling with no call is like not showing at a support group meeting; no big deal. Something to consider.I also believe your best bet is to make a decision on your policy regarding cancellations. Then write it down, to the last detail, making changes or alterations. Read it through (out loud) until you are comfortable with it. Then, make it part of the spiel, just like you do your fee, how you work, and all the rest. Be very clear about your expectations. For example, when concluding the conversation, state:"Now, Mrs Freaked-Out, I will expect you at our office tomorrow morning at 9am. I have reserved this spot for you only, so if something happens and you can't be here then, you or a family member need to let me know by 6am so I can use it for another mom if needed. We have to charge a cancellation fee of $25 for no call/no shows so it's better to just leave me a message or shoot me an email." (Sometimes it's easier to say "we". It implies that this is a group policy which always seems more acceptable. I use "we" a lot-particularly when dealing with refund issues. The "we" in my group is made up of me, myself and I <g>. In addition, the words "something happens" gives her an out so she doesn't have to explain if she doesn't want to. "Family member" is another out if she is feeling cowardly).And then follow through with your words and policy. This is your gig, you can choose when to be flexible. If a mom calls at 7 instead of 6 are you going to be hardcore? Probably not. But having it straight in your mind first, then communicating your expectations clearly should help reduce waste and help allow you to make positive change in your community.

Altman RN, IBCLC, LCCEAll The Bestwww.feedyourbaby.comStart the year off right. Easy ways to stay in shape in the new year.