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Re: Cancellations and No Shows defined

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Guest guest

Posted
Posted

Matt,

Cancels at our facility are any patient that calls to cancel the same day or

fails to show. I figure the number of cancels over the number of scheduled

patients to come up with a %. We like less than 12% for the year although we

are seeing months as high as 25% due to weather in Dec., Jan., and Feb., (we

live in South Dakota). Summers are as low as 5-6%. We discuss this as a staff

as needed to keep cancels down.

Matt Dvorak, PT

Yankton, SD

________________________________

From: PTManager on behalf of mclark_29926

Sent: Tue 1/18/2011 8:45 AM

To: PTManager

Subject: Cancellations and No Shows defined

I " m trying to do an accurate job of tracking our Cancels and No Shows and I'm

curious how others out there define each to track? Also, what would you do if a

person calls the day before to cancel for their next 2 appointments, are they

both Cancelled or is one simply deleted?

Matt , PT

Hilton Head, SC

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Guest guest

Guest guest

Posted
Posted

Matt,

Cancels at our facility are any patient that calls to cancel the same day or

fails to show. I figure the number of cancels over the number of scheduled

patients to come up with a %. We like less than 12% for the year although we

are seeing months as high as 25% due to weather in Dec., Jan., and Feb., (we

live in South Dakota). Summers are as low as 5-6%. We discuss this as a staff

as needed to keep cancels down.

Matt Dvorak, PT

Yankton, SD

________________________________

From: PTManager on behalf of mclark_29926

Sent: Tue 1/18/2011 8:45 AM

To: PTManager

Subject: Cancellations and No Shows defined

I " m trying to do an accurate job of tracking our Cancels and No Shows and I'm

curious how others out there define each to track? Also, what would you do if a

person calls the day before to cancel for their next 2 appointments, are they

both Cancelled or is one simply deleted?

Matt , PT

Hilton Head, SC

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Guest guest

Guest guest

Posted
Posted

Matt,

Cancels at our facility are any patient that calls to cancel the same day or

fails to show. I figure the number of cancels over the number of scheduled

patients to come up with a %. We like less than 12% for the year although we

are seeing months as high as 25% due to weather in Dec., Jan., and Feb., (we

live in South Dakota). Summers are as low as 5-6%. We discuss this as a staff

as needed to keep cancels down.

Matt Dvorak, PT

Yankton, SD

________________________________

From: PTManager on behalf of mclark_29926

Sent: Tue 1/18/2011 8:45 AM

To: PTManager

Subject: Cancellations and No Shows defined

I " m trying to do an accurate job of tracking our Cancels and No Shows and I'm

curious how others out there define each to track? Also, what would you do if a

person calls the day before to cancel for their next 2 appointments, are they

both Cancelled or is one simply deleted?

Matt , PT

Hilton Head, SC

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Posted
Posted

We are toying with a new idea. Cancellations that are filled with a

" waiting list " patient or another patient that normally would not have

been seen are not counted as cancelled but rather cancelled and filled.

We strive to keep that percentage high

It became apparent after chasing reasons for no shows/cancels that our

emphasis/energy should be on filling the spot to maintain productivity.

A cancellation now puts into motion plans to fill the spot, and includes

our network of offices

Ron Barbato PT

Administrative Director, Rehabilitation Services

Program Director, Cancer Support Services

Ephraim McDowell Health

Voice:

Fax:

rbarbato@...

PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

that is privileged subject to attorney-client privilege or attorney work

product, confidential and/or exempt from disclosure under applicable

law. If you are not the intended recipient, then please do not read it

and be aware that any disclosure, copying, distribution, or use of the

information contained herein (including any reliance thereon) is

STRICTLY PROHIBITED. If you received this transmission in error, please

immediately advise me, by reply e-mail, and delete this message and any

attachments without retaining a copy in any form. Thank you.

Cancellations and No Shows defined

I " m trying to do an accurate job of tracking our Cancels and No Shows

and I'm curious how others out there define each to track? Also, what

would you do if a person calls the day before to cancel for their next

2 appointments, are they both Cancelled or is one simply deleted?

Matt , PT

Hilton Head, SC

------------------------------------

In ALL messages to PTManager you must identify yourself, your discipline

and your location or else your message will not be approved to send to

the full group.

Physician Self Referal/Referral for Profit {POPTS} is a serious threat

to our professions. PTManager is not available to support POPTS-model

practices. The description of PTManager group includes the following:

" PTManager believes in and supports Therapist-owned Therapy Practices

ONLY "

Messages relating to " how to set up a POPTS " will not be approved

PTManager encourages participation in your professional association.

Join APTA, AOTA or ASHA and participate now!

Follow Kovacek, PT on Facebook or Twitter.

PTManager blog: http://ptmanager.posterous.com/

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Guest guest

Guest guest

Posted
Posted

Group:

Great topic with weather & other challenges impacting show rate. Ron's

overall approach could be considered best-practice methodology. Maintaining

a wait list can be automated by some practice management systems, some to

include a PHR component.

To speak specifically to Cancellations: determine a policy, post it(in

office, verbally and on statements) and adhere to it. Make use of Reschedule

in the software over Cancel/Delete as the history of the patient event

differs. If your software allows, it is key to also know 'why' the

cancellation occurred, especially if you handle work-comp cases.

Matt - out of curiosity, what PM system are you using and does it allow for

some/any of the functionality mentioned above?

Elias | medquest | solution.design.firm

Voice:

karen.elias@...

>

>

> We are toying with a new idea. Cancellations that are filled with a

> " waiting list " patient or another patient that normally would not have

> been seen are not counted as cancelled but rather cancelled and filled.

> We strive to keep that percentage high

>

> It became apparent after chasing reasons for no shows/cancels that our

> emphasis/energy should be on filling the spot to maintain productivity.

>

> A cancellation now puts into motion plans to fill the spot, and includes

> our network of offices

>

> Ron Barbato PT

> Administrative Director, Rehabilitation Services

> Program Director, Cancer Support Services

> Ephraim McDowell Health

> Voice:

> Fax:

> rbarbato@... <rbarbato%40emrmc.org>

>

>

>

> PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

> that is privileged subject to attorney-client privilege or attorney work

> product, confidential and/or exempt from disclosure under applicable

> law. If you are not the intended recipient, then please do not read it

> and be aware that any disclosure, copying, distribution, or use of the

> information contained herein (including any reliance thereon) is

> STRICTLY PROHIBITED. If you received this transmission in error, please

> immediately advise me, by reply e-mail, and delete this message and any

> attachments without retaining a copy in any form. Thank you.

>

>

> Cancellations and No Shows defined

>

> I " m trying to do an accurate job of tracking our Cancels and No Shows

> and I'm curious how others out there define each to track? Also, what

> would you do if a person calls the day before to cancel for their next

> 2 appointments, are they both Cancelled or is one simply deleted?

>

> Matt , PT

> Hilton Head, SC

>

> ------------------------------------

>

>

> In ALL messages to PTManager you must identify yourself, your discipline

> and your location or else your message will not be approved to send to

> the full group.

>

> Physician Self Referal/Referral for Profit {POPTS} is a serious threat

> to our professions. PTManager is not available to support POPTS-model

> practices. The description of PTManager group includes the following:

> " PTManager believes in and supports Therapist-owned Therapy Practices

> ONLY "

> Messages relating to " how to set up a POPTS " will not be approved

>

> PTManager encourages participation in your professional association.

> Join APTA, AOTA or ASHA and participate now!

>

> Follow Kovacek, PT on Facebook or Twitter.

> PTManager blog: http://ptmanager.posterous.com/

>

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Share on other sites
Guest guest

Guest guest

Posted
Posted

Group:

Great topic with weather & other challenges impacting show rate. Ron's

overall approach could be considered best-practice methodology. Maintaining

a wait list can be automated by some practice management systems, some to

include a PHR component.

To speak specifically to Cancellations: determine a policy, post it(in

office, verbally and on statements) and adhere to it. Make use of Reschedule

in the software over Cancel/Delete as the history of the patient event

differs. If your software allows, it is key to also know 'why' the

cancellation occurred, especially if you handle work-comp cases.

Matt - out of curiosity, what PM system are you using and does it allow for

some/any of the functionality mentioned above?

Elias | medquest | solution.design.firm

Voice:

karen.elias@...

>

>

> We are toying with a new idea. Cancellations that are filled with a

> " waiting list " patient or another patient that normally would not have

> been seen are not counted as cancelled but rather cancelled and filled.

> We strive to keep that percentage high

>

> It became apparent after chasing reasons for no shows/cancels that our

> emphasis/energy should be on filling the spot to maintain productivity.

>

> A cancellation now puts into motion plans to fill the spot, and includes

> our network of offices

>

> Ron Barbato PT

> Administrative Director, Rehabilitation Services

> Program Director, Cancer Support Services

> Ephraim McDowell Health

> Voice:

> Fax:

> rbarbato@... <rbarbato%40emrmc.org>

>

>

>

> PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

> that is privileged subject to attorney-client privilege or attorney work

> product, confidential and/or exempt from disclosure under applicable

> law. If you are not the intended recipient, then please do not read it

> and be aware that any disclosure, copying, distribution, or use of the

> information contained herein (including any reliance thereon) is

> STRICTLY PROHIBITED. If you received this transmission in error, please

> immediately advise me, by reply e-mail, and delete this message and any

> attachments without retaining a copy in any form. Thank you.

>

>

> Cancellations and No Shows defined

>

> I " m trying to do an accurate job of tracking our Cancels and No Shows

> and I'm curious how others out there define each to track? Also, what

> would you do if a person calls the day before to cancel for their next

> 2 appointments, are they both Cancelled or is one simply deleted?

>

> Matt , PT

> Hilton Head, SC

>

> ------------------------------------

>

>

> In ALL messages to PTManager you must identify yourself, your discipline

> and your location or else your message will not be approved to send to

> the full group.

>

> Physician Self Referal/Referral for Profit {POPTS} is a serious threat

> to our professions. PTManager is not available to support POPTS-model

> practices. The description of PTManager group includes the following:

> " PTManager believes in and supports Therapist-owned Therapy Practices

> ONLY "

> Messages relating to " how to set up a POPTS " will not be approved

>

> PTManager encourages participation in your professional association.

> Join APTA, AOTA or ASHA and participate now!

>

> Follow Kovacek, PT on Facebook or Twitter.

> PTManager blog: http://ptmanager.posterous.com/

>

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Share on other sites
Guest guest

Guest guest

Posted
Posted

Group:

Great topic with weather & other challenges impacting show rate. Ron's

overall approach could be considered best-practice methodology. Maintaining

a wait list can be automated by some practice management systems, some to

include a PHR component.

To speak specifically to Cancellations: determine a policy, post it(in

office, verbally and on statements) and adhere to it. Make use of Reschedule

in the software over Cancel/Delete as the history of the patient event

differs. If your software allows, it is key to also know 'why' the

cancellation occurred, especially if you handle work-comp cases.

Matt - out of curiosity, what PM system are you using and does it allow for

some/any of the functionality mentioned above?

Elias | medquest | solution.design.firm

Voice:

karen.elias@...

>

>

> We are toying with a new idea. Cancellations that are filled with a

> " waiting list " patient or another patient that normally would not have

> been seen are not counted as cancelled but rather cancelled and filled.

> We strive to keep that percentage high

>

> It became apparent after chasing reasons for no shows/cancels that our

> emphasis/energy should be on filling the spot to maintain productivity.

>

> A cancellation now puts into motion plans to fill the spot, and includes

> our network of offices

>

> Ron Barbato PT

> Administrative Director, Rehabilitation Services

> Program Director, Cancer Support Services

> Ephraim McDowell Health

> Voice:

> Fax:

> rbarbato@... <rbarbato%40emrmc.org>

>

>

>

> PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

> that is privileged subject to attorney-client privilege or attorney work

> product, confidential and/or exempt from disclosure under applicable

> law. If you are not the intended recipient, then please do not read it

> and be aware that any disclosure, copying, distribution, or use of the

> information contained herein (including any reliance thereon) is

> STRICTLY PROHIBITED. If you received this transmission in error, please

> immediately advise me, by reply e-mail, and delete this message and any

> attachments without retaining a copy in any form. Thank you.

>

>

> Cancellations and No Shows defined

>

> I " m trying to do an accurate job of tracking our Cancels and No Shows

> and I'm curious how others out there define each to track? Also, what

> would you do if a person calls the day before to cancel for their next

> 2 appointments, are they both Cancelled or is one simply deleted?

>

> Matt , PT

> Hilton Head, SC

>

> ------------------------------------

>

>

> In ALL messages to PTManager you must identify yourself, your discipline

> and your location or else your message will not be approved to send to

> the full group.

>

> Physician Self Referal/Referral for Profit {POPTS} is a serious threat

> to our professions. PTManager is not available to support POPTS-model

> practices. The description of PTManager group includes the following:

> " PTManager believes in and supports Therapist-owned Therapy Practices

> ONLY "

> Messages relating to " how to set up a POPTS " will not be approved

>

> PTManager encourages participation in your professional association.

> Join APTA, AOTA or ASHA and participate now!

>

> Follow Kovacek, PT on Facebook or Twitter.

> PTManager blog: http://ptmanager.posterous.com/

>

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Share on other sites
Guest guest

Guest guest

Posted
Posted

Thank you all so far for the feedback and Ron, that's a great idea/perspective.

, we use Theraoffice and yes we actually have each patient sign our cxl/ns

policy at the time of their initial eval. We have a $25 fee for any appointment

missed with <24 hour notice. We also are able to track in our software the

reason for the missed appointment if the pt calls to give it to us which allows

some discretion in applying the cxl charge (we tend to give 1 freebie to

everyone, although the patients are not told of this ahead of time). Despite

these policies and procedures we continue to have both a very high patient

satisfaction rating (>98%) and a high cxl/ns rate (>18%) which is why I was

curious if I was comparing " apples to apples " with reference to the way we

calculate this number.

Thanks again for your Feedback.

Matt

Hilton Head, SC

>

> >

> >

> > We are toying with a new idea. Cancellations that are filled with a

> > " waiting list " patient or another patient that normally would not have

> > been seen are not counted as cancelled but rather cancelled and filled.

> > We strive to keep that percentage high

> >

> > It became apparent after chasing reasons for no shows/cancels that our

> > emphasis/energy should be on filling the spot to maintain productivity.

> >

> > A cancellation now puts into motion plans to fill the spot, and includes

> > our network of offices

> >

> > Ron Barbato PT

> > Administrative Director, Rehabilitation Services

> > Program Director, Cancer Support Services

> > Ephraim McDowell Health

> > Voice:

> > Fax:

> > rbarbato@... <rbarbato%40emrmc.org>

> >

> >

> >

> > PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

> > that is privileged subject to attorney-client privilege or attorney work

> > product, confidential and/or exempt from disclosure under applicable

> > law. If you are not the intended recipient, then please do not read it

> > and be aware that any disclosure, copying, distribution, or use of the

> > information contained herein (including any reliance thereon) is

> > STRICTLY PROHIBITED. If you received this transmission in error, please

> > immediately advise me, by reply e-mail, and delete this message and any

> > attachments without retaining a copy in any form. Thank you.

> >

> >

> > Cancellations and No Shows defined

> >

> > I " m trying to do an accurate job of tracking our Cancels and No Shows

> > and I'm curious how others out there define each to track? Also, what

> > would you do if a person calls the day before to cancel for their next

> > 2 appointments, are they both Cancelled or is one simply deleted?

> >

> > Matt , PT

> > Hilton Head, SC

> >

> > ------------------------------------

> >

> >

> > In ALL messages to PTManager you must identify yourself, your discipline

> > and your location or else your message will not be approved to send to

> > the full group.

> >

> > Physician Self Referal/Referral for Profit {POPTS} is a serious threat

> > to our professions. PTManager is not available to support POPTS-model

> > practices. The description of PTManager group includes the following:

> > " PTManager believes in and supports Therapist-owned Therapy Practices

> > ONLY "

> > Messages relating to " how to set up a POPTS " will not be approved

> >

> > PTManager encourages participation in your professional association.

> > Join APTA, AOTA or ASHA and participate now!

> >

> > Follow Kovacek, PT on Facebook or Twitter.

> > PTManager blog: http://ptmanager.posterous.com/

> >

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Share on other sites
Guest guest

Guest guest

Posted
Posted

Thank you all so far for the feedback and Ron, that's a great idea/perspective.

, we use Theraoffice and yes we actually have each patient sign our cxl/ns

policy at the time of their initial eval. We have a $25 fee for any appointment

missed with <24 hour notice. We also are able to track in our software the

reason for the missed appointment if the pt calls to give it to us which allows

some discretion in applying the cxl charge (we tend to give 1 freebie to

everyone, although the patients are not told of this ahead of time). Despite

these policies and procedures we continue to have both a very high patient

satisfaction rating (>98%) and a high cxl/ns rate (>18%) which is why I was

curious if I was comparing " apples to apples " with reference to the way we

calculate this number.

Thanks again for your Feedback.

Matt

Hilton Head, SC

>

> >

> >

> > We are toying with a new idea. Cancellations that are filled with a

> > " waiting list " patient or another patient that normally would not have

> > been seen are not counted as cancelled but rather cancelled and filled.

> > We strive to keep that percentage high

> >

> > It became apparent after chasing reasons for no shows/cancels that our

> > emphasis/energy should be on filling the spot to maintain productivity.

> >

> > A cancellation now puts into motion plans to fill the spot, and includes

> > our network of offices

> >

> > Ron Barbato PT

> > Administrative Director, Rehabilitation Services

> > Program Director, Cancer Support Services

> > Ephraim McDowell Health

> > Voice:

> > Fax:

> > rbarbato@... <rbarbato%40emrmc.org>

> >

> >

> >

> > PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

> > that is privileged subject to attorney-client privilege or attorney work

> > product, confidential and/or exempt from disclosure under applicable

> > law. If you are not the intended recipient, then please do not read it

> > and be aware that any disclosure, copying, distribution, or use of the

> > information contained herein (including any reliance thereon) is

> > STRICTLY PROHIBITED. If you received this transmission in error, please

> > immediately advise me, by reply e-mail, and delete this message and any

> > attachments without retaining a copy in any form. Thank you.

> >

> >

> > Cancellations and No Shows defined

> >

> > I " m trying to do an accurate job of tracking our Cancels and No Shows

> > and I'm curious how others out there define each to track? Also, what

> > would you do if a person calls the day before to cancel for their next

> > 2 appointments, are they both Cancelled or is one simply deleted?

> >

> > Matt , PT

> > Hilton Head, SC

> >

> > ------------------------------------

> >

> >

> > In ALL messages to PTManager you must identify yourself, your discipline

> > and your location or else your message will not be approved to send to

> > the full group.

> >

> > Physician Self Referal/Referral for Profit {POPTS} is a serious threat

> > to our professions. PTManager is not available to support POPTS-model

> > practices. The description of PTManager group includes the following:

> > " PTManager believes in and supports Therapist-owned Therapy Practices

> > ONLY "

> > Messages relating to " how to set up a POPTS " will not be approved

> >

> > PTManager encourages participation in your professional association.

> > Join APTA, AOTA or ASHA and participate now!

> >

> > Follow Kovacek, PT on Facebook or Twitter.

> > PTManager blog: http://ptmanager.posterous.com/

> >

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Share on other sites
Guest guest

Guest guest

Posted
Posted

Thank you all so far for the feedback and Ron, that's a great idea/perspective.

, we use Theraoffice and yes we actually have each patient sign our cxl/ns

policy at the time of their initial eval. We have a $25 fee for any appointment

missed with <24 hour notice. We also are able to track in our software the

reason for the missed appointment if the pt calls to give it to us which allows

some discretion in applying the cxl charge (we tend to give 1 freebie to

everyone, although the patients are not told of this ahead of time). Despite

these policies and procedures we continue to have both a very high patient

satisfaction rating (>98%) and a high cxl/ns rate (>18%) which is why I was

curious if I was comparing " apples to apples " with reference to the way we

calculate this number.

Thanks again for your Feedback.

Matt

Hilton Head, SC

>

> >

> >

> > We are toying with a new idea. Cancellations that are filled with a

> > " waiting list " patient or another patient that normally would not have

> > been seen are not counted as cancelled but rather cancelled and filled.

> > We strive to keep that percentage high

> >

> > It became apparent after chasing reasons for no shows/cancels that our

> > emphasis/energy should be on filling the spot to maintain productivity.

> >

> > A cancellation now puts into motion plans to fill the spot, and includes

> > our network of offices

> >

> > Ron Barbato PT

> > Administrative Director, Rehabilitation Services

> > Program Director, Cancer Support Services

> > Ephraim McDowell Health

> > Voice:

> > Fax:

> > rbarbato@... <rbarbato%40emrmc.org>

> >

> >

> >

> > PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

> > that is privileged subject to attorney-client privilege or attorney work

> > product, confidential and/or exempt from disclosure under applicable

> > law. If you are not the intended recipient, then please do not read it

> > and be aware that any disclosure, copying, distribution, or use of the

> > information contained herein (including any reliance thereon) is

> > STRICTLY PROHIBITED. If you received this transmission in error, please

> > immediately advise me, by reply e-mail, and delete this message and any

> > attachments without retaining a copy in any form. Thank you.

> >

> >

> > Cancellations and No Shows defined

> >

> > I " m trying to do an accurate job of tracking our Cancels and No Shows

> > and I'm curious how others out there define each to track? Also, what

> > would you do if a person calls the day before to cancel for their next

> > 2 appointments, are they both Cancelled or is one simply deleted?

> >

> > Matt , PT

> > Hilton Head, SC

> >

> > ------------------------------------

> >

> >

> > In ALL messages to PTManager you must identify yourself, your discipline

> > and your location or else your message will not be approved to send to

> > the full group.

> >

> > Physician Self Referal/Referral for Profit {POPTS} is a serious threat

> > to our professions. PTManager is not available to support POPTS-model

> > practices. The description of PTManager group includes the following:

> > " PTManager believes in and supports Therapist-owned Therapy Practices

> > ONLY "

> > Messages relating to " how to set up a POPTS " will not be approved

> >

> > PTManager encourages participation in your professional association.

> > Join APTA, AOTA or ASHA and participate now!

> >

> > Follow Kovacek, PT on Facebook or Twitter.

> > PTManager blog: http://ptmanager.posterous.com/

> >

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Guest guest

Guest guest

Posted
Posted

Hi Matt, thanks for the question and the input. I'm curious - how are you

applying that charge?  Do you take their credit card at the initial eval and

just run it when needed?  Charge them at next visit?  It always seems that

PT's have trouble enforcing cancel/no show fees.

 

Dan Lorenz

Olathe, KS

Subject: Re: Cancellations and No Shows defined

To: PTManager

Date: Wednesday, January 19, 2011, 7:42 AM

 

Thank you all so far for the feedback and Ron, that's a great idea/perspective.

, we use Theraoffice and yes we actually have each patient sign our cxl/ns

policy at the time of their initial eval. We have a $25 fee for any appointment

missed with <24 hour notice. We also are able to track in our software the

reason for the missed appointment if the pt calls to give it to us which allows

some discretion in applying the cxl charge (we tend to give 1 freebie to

everyone, although the patients are not told of this ahead of time). Despite

these policies and procedures we continue to have both a very high patient

satisfaction rating (>98%) and a high cxl/ns rate (>18%) which is why I was

curious if I was comparing " apples to apples " with reference to the way we

calculate this number.

Thanks again for your Feedback.

Matt

Hilton Head, SC

>

> >

> >

> > We are toying with a new idea. Cancellations that are filled with a

> > " waiting list " patient or another patient that normally would not have

> > been seen are not counted as cancelled but rather cancelled and filled.

> > We strive to keep that percentage high

> >

> > It became apparent after chasing reasons for no shows/cancels that our

> > emphasis/energy should be on filling the spot to maintain productivity.

> >

> > A cancellation now puts into motion plans to fill the spot, and includes

> > our network of offices

> >

> > Ron Barbato PT

> > Administrative Director, Rehabilitation Services

> > Program Director, Cancer Support Services

> > Ephraim McDowell Health

> > Voice:

> > Fax:

> > rbarbato@... <rbarbato%40emrmc.org>

> >

> >

> >

> > PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

> > that is privileged subject to attorney-client privilege or attorney work

> > product, confidential and/or exempt from disclosure under applicable

> > law. If you are not the intended recipient, then please do not read it

> > and be aware that any disclosure, copying, distribution, or use of the

> > information contained herein (including any reliance thereon) is

> > STRICTLY PROHIBITED. If you received this transmission in error, please

> > immediately advise me, by reply e-mail, and delete this message and any

> > attachments without retaining a copy in any form. Thank you.

> >

> >

> > Cancellations and No Shows defined

> >

> > I " m trying to do an accurate job of tracking our Cancels and No Shows

> > and I'm curious how others out there define each to track? Also, what

> > would you do if a person calls the day before to cancel for their next

> > 2 appointments, are they both Cancelled or is one simply deleted?

> >

> > Matt , PT

> > Hilton Head, SC

> >

> > ------------------------------------

> >

> >

> > In ALL messages to PTManager you must identify yourself, your discipline

> > and your location or else your message will not be approved to send to

> > the full group.

> >

> > Physician Self Referal/Referral for Profit {POPTS} is a serious threat

> > to our professions. PTManager is not available to support POPTS-model

> > practices. The description of PTManager group includes the following:

> > " PTManager believes in and supports Therapist-owned Therapy Practices

> > ONLY "

> > Messages relating to " how to set up a POPTS " will not be approved

> >

> > PTManager encourages participation in your professional association.

> > Join APTA, AOTA or ASHA and participate now!

> >

> > Follow Kovacek, PT on Facebook or Twitter.

> > PTManager blog: http://ptmanager.posterous.com/

> >

Link to comment
Share on other sites
Guest guest

Guest guest

Posted
Posted

Hi Matt, thanks for the question and the input. I'm curious - how are you

applying that charge?  Do you take their credit card at the initial eval and

just run it when needed?  Charge them at next visit?  It always seems that

PT's have trouble enforcing cancel/no show fees.

 

Dan Lorenz

Olathe, KS

Subject: Re: Cancellations and No Shows defined

To: PTManager

Date: Wednesday, January 19, 2011, 7:42 AM

 

Thank you all so far for the feedback and Ron, that's a great idea/perspective.

, we use Theraoffice and yes we actually have each patient sign our cxl/ns

policy at the time of their initial eval. We have a $25 fee for any appointment

missed with <24 hour notice. We also are able to track in our software the

reason for the missed appointment if the pt calls to give it to us which allows

some discretion in applying the cxl charge (we tend to give 1 freebie to

everyone, although the patients are not told of this ahead of time). Despite

these policies and procedures we continue to have both a very high patient

satisfaction rating (>98%) and a high cxl/ns rate (>18%) which is why I was

curious if I was comparing " apples to apples " with reference to the way we

calculate this number.

Thanks again for your Feedback.

Matt

Hilton Head, SC

>

> >

> >

> > We are toying with a new idea. Cancellations that are filled with a

> > " waiting list " patient or another patient that normally would not have

> > been seen are not counted as cancelled but rather cancelled and filled.

> > We strive to keep that percentage high

> >

> > It became apparent after chasing reasons for no shows/cancels that our

> > emphasis/energy should be on filling the spot to maintain productivity.

> >

> > A cancellation now puts into motion plans to fill the spot, and includes

> > our network of offices

> >

> > Ron Barbato PT

> > Administrative Director, Rehabilitation Services

> > Program Director, Cancer Support Services

> > Ephraim McDowell Health

> > Voice:

> > Fax:

> > rbarbato@... <rbarbato%40emrmc.org>

> >

> >

> >

> > PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

> > that is privileged subject to attorney-client privilege or attorney work

> > product, confidential and/or exempt from disclosure under applicable

> > law. If you are not the intended recipient, then please do not read it

> > and be aware that any disclosure, copying, distribution, or use of the

> > information contained herein (including any reliance thereon) is

> > STRICTLY PROHIBITED. If you received this transmission in error, please

> > immediately advise me, by reply e-mail, and delete this message and any

> > attachments without retaining a copy in any form. Thank you.

> >

> >

> > Cancellations and No Shows defined

> >

> > I " m trying to do an accurate job of tracking our Cancels and No Shows

> > and I'm curious how others out there define each to track? Also, what

> > would you do if a person calls the day before to cancel for their next

> > 2 appointments, are they both Cancelled or is one simply deleted?

> >

> > Matt , PT

> > Hilton Head, SC

> >

> > ------------------------------------

> >

> >

> > In ALL messages to PTManager you must identify yourself, your discipline

> > and your location or else your message will not be approved to send to

> > the full group.

> >

> > Physician Self Referal/Referral for Profit {POPTS} is a serious threat

> > to our professions. PTManager is not available to support POPTS-model

> > practices. The description of PTManager group includes the following:

> > " PTManager believes in and supports Therapist-owned Therapy Practices

> > ONLY "

> > Messages relating to " how to set up a POPTS " will not be approved

> >

> > PTManager encourages participation in your professional association.

> > Join APTA, AOTA or ASHA and participate now!

> >

> > Follow Kovacek, PT on Facebook or Twitter.

> > PTManager blog: http://ptmanager.posterous.com/

> >

Link to comment
Share on other sites
Guest guest

Guest guest

Posted
Posted

Hi Matt, thanks for the question and the input. I'm curious - how are you

applying that charge?  Do you take their credit card at the initial eval and

just run it when needed?  Charge them at next visit?  It always seems that

PT's have trouble enforcing cancel/no show fees.

 

Dan Lorenz

Olathe, KS

Subject: Re: Cancellations and No Shows defined

To: PTManager

Date: Wednesday, January 19, 2011, 7:42 AM

 

Thank you all so far for the feedback and Ron, that's a great idea/perspective.

, we use Theraoffice and yes we actually have each patient sign our cxl/ns

policy at the time of their initial eval. We have a $25 fee for any appointment

missed with <24 hour notice. We also are able to track in our software the

reason for the missed appointment if the pt calls to give it to us which allows

some discretion in applying the cxl charge (we tend to give 1 freebie to

everyone, although the patients are not told of this ahead of time). Despite

these policies and procedures we continue to have both a very high patient

satisfaction rating (>98%) and a high cxl/ns rate (>18%) which is why I was

curious if I was comparing " apples to apples " with reference to the way we

calculate this number.

Thanks again for your Feedback.

Matt

Hilton Head, SC

>

> >

> >

> > We are toying with a new idea. Cancellations that are filled with a

> > " waiting list " patient or another patient that normally would not have

> > been seen are not counted as cancelled but rather cancelled and filled.

> > We strive to keep that percentage high

> >

> > It became apparent after chasing reasons for no shows/cancels that our

> > emphasis/energy should be on filling the spot to maintain productivity.

> >

> > A cancellation now puts into motion plans to fill the spot, and includes

> > our network of offices

> >

> > Ron Barbato PT

> > Administrative Director, Rehabilitation Services

> > Program Director, Cancer Support Services

> > Ephraim McDowell Health

> > Voice:

> > Fax:

> > rbarbato@... <rbarbato%40emrmc.org>

> >

> >

> >

> > PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

> > that is privileged subject to attorney-client privilege or attorney work

> > product, confidential and/or exempt from disclosure under applicable

> > law. If you are not the intended recipient, then please do not read it

> > and be aware that any disclosure, copying, distribution, or use of the

> > information contained herein (including any reliance thereon) is

> > STRICTLY PROHIBITED. If you received this transmission in error, please

> > immediately advise me, by reply e-mail, and delete this message and any

> > attachments without retaining a copy in any form. Thank you.

> >

> >

> > Cancellations and No Shows defined

> >

> > I " m trying to do an accurate job of tracking our Cancels and No Shows

> > and I'm curious how others out there define each to track? Also, what

> > would you do if a person calls the day before to cancel for their next

> > 2 appointments, are they both Cancelled or is one simply deleted?

> >

> > Matt , PT

> > Hilton Head, SC

> >

> > ------------------------------------

> >

> >

> > In ALL messages to PTManager you must identify yourself, your discipline

> > and your location or else your message will not be approved to send to

> > the full group.

> >

> > Physician Self Referal/Referral for Profit {POPTS} is a serious threat

> > to our professions. PTManager is not available to support POPTS-model

> > practices. The description of PTManager group includes the following:

> > " PTManager believes in and supports Therapist-owned Therapy Practices

> > ONLY "

> > Messages relating to " how to set up a POPTS " will not be approved

> >

> > PTManager encourages participation in your professional association.

> > Join APTA, AOTA or ASHA and participate now!

> >

> > Follow Kovacek, PT on Facebook or Twitter.

> > PTManager blog: http://ptmanager.posterous.com/

> >

Link to comment
Share on other sites
Guest guest

Guest guest

Posted
Posted

Dan,

We (administratively) create a monthly report of cxl/ns, review reasons they

have missed and then, if appropriate, add the charge to their monthly billing

statements with the line item: Cxl/Ns fee.

We do get some calls and c/o with reference to this fee but the pt both signs a

form to acknowledge the fee and we have posted signs in each office at our front

desk where they make their appointments. In addition, it is usually only applied

to those who are habitual no shows or last minute cxl's

Matt , PT

Hilton Head, SC

> >

> > >

> > >

> > > We are toying with a new idea. Cancellations that are filled with a

> > > " waiting list " patient or another patient that normally would not have

> > > been seen are not counted as cancelled but rather cancelled and filled.

> > > We strive to keep that percentage high

> > >

> > > It became apparent after chasing reasons for no shows/cancels that our

> > > emphasis/energy should be on filling the spot to maintain productivity.

> > >

> > > A cancellation now puts into motion plans to fill the spot, and includes

> > > our network of offices

> > >

> > > Ron Barbato PT

> > > Administrative Director, Rehabilitation Services

> > > Program Director, Cancer Support Services

> > > Ephraim McDowell Health

> > > Voice:

> > > Fax:

> > > rbarbato@ <rbarbato%40emrmc.org>

> > >

> > >

> > >

> > > PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

> > > that is privileged subject to attorney-client privilege or attorney work

> > > product, confidential and/or exempt from disclosure under applicable

> > > law. If you are not the intended recipient, then please do not read it

> > > and be aware that any disclosure, copying, distribution, or use of the

> > > information contained herein (including any reliance thereon) is

> > > STRICTLY PROHIBITED. If you received this transmission in error, please

> > > immediately advise me, by reply e-mail, and delete this message and any

> > > attachments without retaining a copy in any form. Thank you.

> > >

> > >

> > > Cancellations and No Shows defined

> > >

> > > I " m trying to do an accurate job of tracking our Cancels and No Shows

> > > and I'm curious how others out there define each to track? Also, what

> > > would you do if a person calls the day before to cancel for their next

> > > 2 appointments, are they both Cancelled or is one simply deleted?

> > >

> > > Matt , PT

> > > Hilton Head, SC

> > >

> > > ------------------------------------

> > >

> > >

> > > In ALL messages to PTManager you must identify yourself, your discipline

> > > and your location or else your message will not be approved to send to

> > > the full group.

> > >

> > > Physician Self Referal/Referral for Profit {POPTS} is a serious threat

> > > to our professions. PTManager is not available to support POPTS-model

> > > practices. The description of PTManager group includes the following:

> > > " PTManager believes in and supports Therapist-owned Therapy Practices

> > > ONLY "

> > > Messages relating to " how to set up a POPTS " will not be approved

> > >

> > > PTManager encourages participation in your professional association.

> > > Join APTA, AOTA or ASHA and participate now!

> > >

> > > Follow Kovacek, PT on Facebook or Twitter.

> > > PTManager blog: http://ptmanager.posterous.com/

> > >

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Share on other sites
Guest guest

Guest guest

Posted
Posted

Thank you...good to know. Glad that's working! It certainly should - every place

else gets to charge for that.

From: matthew.clark@...

Subject: Re: Cancellations and No Shows defined

To: PTManager

Date: Wednesday, January 19, 2011, 3:32 PM

 

Dan,

We (administratively) create a monthly report of cxl/ns, review reasons they

have missed and then, if appropriate, add the charge to their monthly billing

statements with the line item: Cxl/Ns fee.

We do get some calls and c/o with reference to this fee but the pt both signs a

form to acknowledge the fee and we have posted signs in each office at our front

desk where they make their appointments. In addition, it is usually only applied

to those who are habitual no shows or last minute cxl's

Matt , PT

Hilton Head, SC

> >

> > >

> > >

> > > We are toying with a new idea. Cancellations that are filled with a

> > > " waiting list " patient or another patient that normally would not have

> > > been seen are not counted as cancelled but rather cancelled and filled.

> > > We strive to keep that percentage high

> > >

> > > It became apparent after chasing reasons for no shows/cancels that our

> > > emphasis/energy should be on filling the spot to maintain productivity.

> > >

> > > A cancellation now puts into motion plans to fill the spot, and includes

> > > our network of offices

> > >

> > > Ron Barbato PT

> > > Administrative Director, Rehabilitation Services

> > > Program Director, Cancer Support Services

> > > Ephraim McDowell Health

> > > Voice:

> > > Fax:

> > > rbarbato@ <rbarbato%40emrmc.org>

> > >

> > >

> > >

> > > PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

> > > that is privileged subject to attorney-client privilege or attorney work

> > > product, confidential and/or exempt from disclosure under applicable

> > > law. If you are not the intended recipient, then please do not read it

> > > and be aware that any disclosure, copying, distribution, or use of the

> > > information contained herein (including any reliance thereon) is

> > > STRICTLY PROHIBITED. If you received this transmission in error, please

> > > immediately advise me, by reply e-mail, and delete this message and any

> > > attachments without retaining a copy in any form. Thank you.

> > >

> > >

> > > Cancellations and No Shows defined

> > >

> > > I " m trying to do an accurate job of tracking our Cancels and No Shows

> > > and I'm curious how others out there define each to track? Also, what

> > > would you do if a person calls the day before to cancel for their next

> > > 2 appointments, are they both Cancelled or is one simply deleted?

> > >

> > > Matt , PT

> > > Hilton Head, SC

> > >

> > > ------------------------------------

> > >

> > >

> > > In ALL messages to PTManager you must identify yourself, your discipline

> > > and your location or else your message will not be approved to send to

> > > the full group.

> > >

> > > Physician Self Referal/Referral for Profit {POPTS} is a serious threat

> > > to our professions. PTManager is not available to support POPTS-model

> > > practices. The description of PTManager group includes the following:

> > > " PTManager believes in and supports Therapist-owned Therapy Practices

> > > ONLY "

> > > Messages relating to " how to set up a POPTS " will not be approved

> > >

> > > PTManager encourages participation in your professional association.

> > > Join APTA, AOTA or ASHA and participate now!

> > >

> > > Follow Kovacek, PT on Facebook or Twitter.

> > > PTManager blog: http://ptmanager.posterous.com/

> > >

Link to comment
Share on other sites
Guest guest

Guest guest

Posted
Posted

Thank you...good to know. Glad that's working! It certainly should - every place

else gets to charge for that.

From: matthew.clark@...

Subject: Re: Cancellations and No Shows defined

To: PTManager

Date: Wednesday, January 19, 2011, 3:32 PM

 

Dan,

We (administratively) create a monthly report of cxl/ns, review reasons they

have missed and then, if appropriate, add the charge to their monthly billing

statements with the line item: Cxl/Ns fee.

We do get some calls and c/o with reference to this fee but the pt both signs a

form to acknowledge the fee and we have posted signs in each office at our front

desk where they make their appointments. In addition, it is usually only applied

to those who are habitual no shows or last minute cxl's

Matt , PT

Hilton Head, SC

> >

> > >

> > >

> > > We are toying with a new idea. Cancellations that are filled with a

> > > " waiting list " patient or another patient that normally would not have

> > > been seen are not counted as cancelled but rather cancelled and filled.

> > > We strive to keep that percentage high

> > >

> > > It became apparent after chasing reasons for no shows/cancels that our

> > > emphasis/energy should be on filling the spot to maintain productivity.

> > >

> > > A cancellation now puts into motion plans to fill the spot, and includes

> > > our network of offices

> > >

> > > Ron Barbato PT

> > > Administrative Director, Rehabilitation Services

> > > Program Director, Cancer Support Services

> > > Ephraim McDowell Health

> > > Voice:

> > > Fax:

> > > rbarbato@ <rbarbato%40emrmc.org>

> > >

> > >

> > >

> > > PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

> > > that is privileged subject to attorney-client privilege or attorney work

> > > product, confidential and/or exempt from disclosure under applicable

> > > law. If you are not the intended recipient, then please do not read it

> > > and be aware that any disclosure, copying, distribution, or use of the

> > > information contained herein (including any reliance thereon) is

> > > STRICTLY PROHIBITED. If you received this transmission in error, please

> > > immediately advise me, by reply e-mail, and delete this message and any

> > > attachments without retaining a copy in any form. Thank you.

> > >

> > >

> > > Cancellations and No Shows defined

> > >

> > > I " m trying to do an accurate job of tracking our Cancels and No Shows

> > > and I'm curious how others out there define each to track? Also, what

> > > would you do if a person calls the day before to cancel for their next

> > > 2 appointments, are they both Cancelled or is one simply deleted?

> > >

> > > Matt , PT

> > > Hilton Head, SC

> > >

> > > ------------------------------------

> > >

> > >

> > > In ALL messages to PTManager you must identify yourself, your discipline

> > > and your location or else your message will not be approved to send to

> > > the full group.

> > >

> > > Physician Self Referal/Referral for Profit {POPTS} is a serious threat

> > > to our professions. PTManager is not available to support POPTS-model

> > > practices. The description of PTManager group includes the following:

> > > " PTManager believes in and supports Therapist-owned Therapy Practices

> > > ONLY "

> > > Messages relating to " how to set up a POPTS " will not be approved

> > >

> > > PTManager encourages participation in your professional association.

> > > Join APTA, AOTA or ASHA and participate now!

> > >

> > > Follow Kovacek, PT on Facebook or Twitter.

> > > PTManager blog: http://ptmanager.posterous.com/

> > >

Link to comment
Share on other sites
Guest guest

Guest guest

Posted
Posted

Matt,

Your process and data appear sound. During my implementation days, we would

not only template a 'wave' but we encouraged automated wait lists. The wave

accounted for early/late patients as well as booking at 120 percent (if

feasible within your group).

Although it may go without say, using a web based auto appointment reminder

tool is the remaining component to the scheduling cycle.

Feel free to contact me directly if this is a solution you'd like to

explore.

Elias | medquest

Voice:

On Wed, Jan 19, 2011 at 7:42 AM, mclark_29926 <

matthew.clark@...> wrote:

>

>

> Thank you all so far for the feedback and Ron, that's a great

> idea/perspective.

>

> , we use Theraoffice and yes we actually have each patient sign our

> cxl/ns policy at the time of their initial eval. We have a $25 fee for any

> appointment missed with <24 hour notice. We also are able to track in our

> software the reason for the missed appointment if the pt calls to give it to

> us which allows some discretion in applying the cxl charge (we tend to give

> 1 freebie to everyone, although the patients are not told of this ahead of

> time). Despite these policies and procedures we continue to have both a very

> high patient satisfaction rating (>98%) and a high cxl/ns rate (>18%) which

> is why I was curious if I was comparing " apples to apples " with reference to

> the way we calculate this number.

>

> Thanks again for your Feedback.

>

> Matt

> Hilton Head, SC

>

>

>

> >

> > >

> > >

> > > We are toying with a new idea. Cancellations that are filled with a

> > > " waiting list " patient or another patient that normally would not have

> > > been seen are not counted as cancelled but rather cancelled and filled.

> > > We strive to keep that percentage high

> > >

> > > It became apparent after chasing reasons for no shows/cancels that our

> > > emphasis/energy should be on filling the spot to maintain productivity.

> > >

> > > A cancellation now puts into motion plans to fill the spot, and

> includes

> > > our network of offices

> > >

> > > Ron Barbato PT

> > > Administrative Director, Rehabilitation Services

> > > Program Director, Cancer Support Services

> > > Ephraim McDowell Health

> > > Voice:

> > > Fax:

> > > rbarbato@... <rbarbato%40emrmc.org>

>

> > >

> > >

> > >

> > > PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

> > > that is privileged subject to attorney-client privilege or attorney

> work

> > > product, confidential and/or exempt from disclosure under applicable

> > > law. If you are not the intended recipient, then please do not read it

> > > and be aware that any disclosure, copying, distribution, or use of the

> > > information contained herein (including any reliance thereon) is

> > > STRICTLY PROHIBITED. If you received this transmission in error, please

> > > immediately advise me, by reply e-mail, and delete this message and any

> > > attachments without retaining a copy in any form. Thank you.

> > >

> > >

> > > Cancellations and No Shows defined

> > >

> > > I " m trying to do an accurate job of tracking our Cancels and No Shows

> > > and I'm curious how others out there define each to track? Also, what

> > > would you do if a person calls the day before to cancel for their next

> > > 2 appointments, are they both Cancelled or is one simply deleted?

> > >

> > > Matt , PT

> > > Hilton Head, SC

> > >

> > > ------------------------------------

> > >

> > >

> > > In ALL messages to PTManager you must identify yourself, your

> discipline

> > > and your location or else your message will not be approved to send to

> > > the full group.

> > >

> > > Physician Self Referal/Referral for Profit {POPTS} is a serious threat

> > > to our professions. PTManager is not available to support POPTS-model

> > > practices. The description of PTManager group includes the following:

> > > " PTManager believes in and supports Therapist-owned Therapy Practices

> > > ONLY "

> > > Messages relating to " how to set up a POPTS " will not be approved

> > >

> > > PTManager encourages participation in your professional association.

> > > Join APTA, AOTA or ASHA and participate now!

> > >

> > > Follow Kovacek, PT on Facebook or Twitter.

> > > PTManager blog: http://ptmanager.posterous.com/

> > >

Link to comment
Share on other sites
Guest guest

Guest guest

Posted
Posted

Matt,

Your process and data appear sound. During my implementation days, we would

not only template a 'wave' but we encouraged automated wait lists. The wave

accounted for early/late patients as well as booking at 120 percent (if

feasible within your group).

Although it may go without say, using a web based auto appointment reminder

tool is the remaining component to the scheduling cycle.

Feel free to contact me directly if this is a solution you'd like to

explore.

Elias | medquest

Voice:

On Wed, Jan 19, 2011 at 7:42 AM, mclark_29926 <

matthew.clark@...> wrote:

>

>

> Thank you all so far for the feedback and Ron, that's a great

> idea/perspective.

>

> , we use Theraoffice and yes we actually have each patient sign our

> cxl/ns policy at the time of their initial eval. We have a $25 fee for any

> appointment missed with <24 hour notice. We also are able to track in our

> software the reason for the missed appointment if the pt calls to give it to

> us which allows some discretion in applying the cxl charge (we tend to give

> 1 freebie to everyone, although the patients are not told of this ahead of

> time). Despite these policies and procedures we continue to have both a very

> high patient satisfaction rating (>98%) and a high cxl/ns rate (>18%) which

> is why I was curious if I was comparing " apples to apples " with reference to

> the way we calculate this number.

>

> Thanks again for your Feedback.

>

> Matt

> Hilton Head, SC

>

>

>

> >

> > >

> > >

> > > We are toying with a new idea. Cancellations that are filled with a

> > > " waiting list " patient or another patient that normally would not have

> > > been seen are not counted as cancelled but rather cancelled and filled.

> > > We strive to keep that percentage high

> > >

> > > It became apparent after chasing reasons for no shows/cancels that our

> > > emphasis/energy should be on filling the spot to maintain productivity.

> > >

> > > A cancellation now puts into motion plans to fill the spot, and

> includes

> > > our network of offices

> > >

> > > Ron Barbato PT

> > > Administrative Director, Rehabilitation Services

> > > Program Director, Cancer Support Services

> > > Ephraim McDowell Health

> > > Voice:

> > > Fax:

> > > rbarbato@... <rbarbato%40emrmc.org>

>

> > >

> > >

> > >

> > > PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

> > > that is privileged subject to attorney-client privilege or attorney

> work

> > > product, confidential and/or exempt from disclosure under applicable

> > > law. If you are not the intended recipient, then please do not read it

> > > and be aware that any disclosure, copying, distribution, or use of the

> > > information contained herein (including any reliance thereon) is

> > > STRICTLY PROHIBITED. If you received this transmission in error, please

> > > immediately advise me, by reply e-mail, and delete this message and any

> > > attachments without retaining a copy in any form. Thank you.

> > >

> > >

> > > Cancellations and No Shows defined

> > >

> > > I " m trying to do an accurate job of tracking our Cancels and No Shows

> > > and I'm curious how others out there define each to track? Also, what

> > > would you do if a person calls the day before to cancel for their next

> > > 2 appointments, are they both Cancelled or is one simply deleted?

> > >

> > > Matt , PT

> > > Hilton Head, SC

> > >

> > > ------------------------------------

> > >

> > >

> > > In ALL messages to PTManager you must identify yourself, your

> discipline

> > > and your location or else your message will not be approved to send to

> > > the full group.

> > >

> > > Physician Self Referal/Referral for Profit {POPTS} is a serious threat

> > > to our professions. PTManager is not available to support POPTS-model

> > > practices. The description of PTManager group includes the following:

> > > " PTManager believes in and supports Therapist-owned Therapy Practices

> > > ONLY "

> > > Messages relating to " how to set up a POPTS " will not be approved

> > >

> > > PTManager encourages participation in your professional association.

> > > Join APTA, AOTA or ASHA and participate now!

> > >

> > > Follow Kovacek, PT on Facebook or Twitter.

> > > PTManager blog: http://ptmanager.posterous.com/

> > >

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Guest guest

Posted
Posted

Dan,

and insurance is paying for the ns/cxl charges? And or the pt doesn’t yell

about the charge if billed to them? We have had little success with either,

we just use it as an idle threat of being billed

Mark Niles PT, MS, CSCS

Orthopedic Specialists PA

mniles@...

x3

fax

This message, together with any attachments, is intended only for the

addressee. It may contain information which is legally privileged,

confidential and exempt from disclosure. If you are not the intended

recipient, you are hereby notified that any disclosure, copying,

distribution, use, or any action or reliance on this communication is

strictly prohibited. If you have received this e-mail in error, please

notify the sender immediately by telephone ( x3) or by return

e-mail and delete the message, along with any attachments

From: PTManager [mailto:PTManager ] On Behalf

Of matthew.clark@...

Sent: Wednesday, January 19, 2011 4:33 PM

To: PTManager

Subject: Re: Cancellations and No Shows defined

Dan,

We (administratively) create a monthly report of cxl/ns, review reasons they

have missed and then, if appropriate, add the charge to their monthly

billing statements with the line item: Cxl/Ns fee.

We do get some calls and c/o with reference to this fee but the pt both

signs a form to acknowledge the fee and we have posted signs in each office

at our front desk where they make their appointments. In addition, it is

usually only applied to those who are habitual no shows or last minute cxl's

Matt , PT

Hilton Head, SC

> >

> > >

> > >

> > > We are toying with a new idea. Cancellations that are filled with a

> > > " waiting list " patient or another patient that normally would not have

> > > been seen are not counted as cancelled but rather cancelled and

filled.

> > > We strive to keep that percentage high

> > >

> > > It became apparent after chasing reasons for no shows/cancels that our

> > > emphasis/energy should be on filling the spot to maintain

productivity.

> > >

> > > A cancellation now puts into motion plans to fill the spot, and

includes

> > > our network of offices

> > >

> > > Ron Barbato PT

> > > Administrative Director, Rehabilitation Services

> > > Program Director, Cancer Support Services

> > > Ephraim McDowell Health

> > > Voice:

> > > Fax:

> > > rbarbato@ <rbarbato%40emrmc.org>

> > >

> > >

> > >

> > > PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

> > > that is privileged subject to attorney-client privilege or attorney

work

> > > product, confidential and/or exempt from disclosure under applicable

> > > law. If you are not the intended recipient, then please do not read it

> > > and be aware that any disclosure, copying, distribution, or use of the

> > > information contained herein (including any reliance thereon) is

> > > STRICTLY PROHIBITED. If you received this transmission in error,

please

> > > immediately advise me, by reply e-mail, and delete this message and

any

> > > attachments without retaining a copy in any form. Thank you.

> > >

> > >

> > > Cancellations and No Shows defined

> > >

> > > I " m trying to do an accurate job of tracking our Cancels and No Shows

> > > and I'm curious how others out there define each to track? Also, what

> > > would you do if a person calls the day before to cancel for their next

> > > 2 appointments, are they both Cancelled or is one simply deleted?

> > >

> > > Matt , PT

> > > Hilton Head, SC

> > >

> > > ------------------------------------

> > >

> > >

> > > In ALL messages to PTManager you must identify yourself, your

discipline

> > > and your location or else your message will not be approved to send to

> > > the full group.

> > >

> > > Physician Self Referal/Referral for Profit {POPTS} is a serious threat

> > > to our professions. PTManager is not available to support POPTS-model

> > > practices. The description of PTManager group includes the following:

> > > " PTManager believes in and supports Therapist-owned Therapy Practices

> > > ONLY "

> > > Messages relating to " how to set up a POPTS " will not be approved

> > >

> > > PTManager encourages participation in your professional association.

> > > Join APTA, AOTA or ASHA and participate now!

> > >

> > > Follow Kovacek, PT on Facebook or Twitter.

> > > PTManager blog: http://ptmanager.posterous.com/

> > >

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Share on other sites
Guest guest

Guest guest

Posted
Posted

Hi Mark,

We bill the pt. directly for this. We do get some calls with some c/o (perhaps

5-10% of those who receive the fee) but they typically fall into 2 categories

(1: people with valid excuses 2: Chronic/Habitual NS pts who we wouldn't really

mind if they didn't return). The real purpose of the exercise is to reduce

Cxl/NS and not to produce revenue so we always err on the side of the pt when

possible.

Overall though our % remains high but we've been counting any appointment not

seen in that week as a cxl/ns. Meaning if someone was scheduled for 3x in the

week and they only come for 2 then 1 appointment has either been cxl or ns. We

impose the fee if the cxl is with less than 24 notice or they simply ns. My

reason for creating this thread was to see how others view cxl and ns and how

they calculate their rate so I could better compare against industry norms.

Matt , PT

Hilton Head

> > >

> > > >

> > > >

> > > > We are toying with a new idea. Cancellations that are filled with a

> > > > " waiting list " patient or another patient that normally would not have

> > > > been seen are not counted as cancelled but rather cancelled and

> filled.

> > > > We strive to keep that percentage high

> > > >

> > > > It became apparent after chasing reasons for no shows/cancels that our

> > > > emphasis/energy should be on filling the spot to maintain

> productivity.

> > > >

> > > > A cancellation now puts into motion plans to fill the spot, and

> includes

> > > > our network of offices

> > > >

> > > > Ron Barbato PT

> > > > Administrative Director, Rehabilitation Services

> > > > Program Director, Cancer Support Services

> > > > Ephraim McDowell Health

> > > > Voice:

> > > > Fax:

> > > > rbarbato@ <rbarbato%40emrmc.org>

> > > >

> > > >

> > > >

> > > > PRIVILEGED AND CONFIDENTIAL: This transmission may contain information

> > > > that is privileged subject to attorney-client privilege or attorney

> work

> > > > product, confidential and/or exempt from disclosure under applicable

> > > > law. If you are not the intended recipient, then please do not read it

> > > > and be aware that any disclosure, copying, distribution, or use of the

> > > > information contained herein (including any reliance thereon) is

> > > > STRICTLY PROHIBITED. If you received this transmission in error,

> please

> > > > immediately advise me, by reply e-mail, and delete this message and

> any

> > > > attachments without retaining a copy in any form. Thank you.

> > > >

> > > >

> > > > Cancellations and No Shows defined

> > > >

> > > > I " m trying to do an accurate job of tracking our Cancels and No Shows

> > > > and I'm curious how others out there define each to track? Also, what

> > > > would you do if a person calls the day before to cancel for their next

> > > > 2 appointments, are they both Cancelled or is one simply deleted?

> > > >

> > > > Matt , PT

> > > > Hilton Head, SC

> > > >

> > > > ------------------------------------

> > > >

> > > >

> > > > In ALL messages to PTManager you must identify yourself, your

> discipline

> > > > and your location or else your message will not be approved to send to

> > > > the full group.

> > > >

> > > > Physician Self Referal/Referral for Profit {POPTS} is a serious threat

> > > > to our professions. PTManager is not available to support POPTS-model

> > > > practices. The description of PTManager group includes the following:

> > > > " PTManager believes in and supports Therapist-owned Therapy Practices

> > > > ONLY "

> > > > Messages relating to " how to set up a POPTS " will not be approved

> > > >

> > > > PTManager encourages participation in your professional association.

> > > > Join APTA, AOTA or ASHA and participate now!

> > > >

> > > > Follow Kovacek, PT on Facebook or Twitter.

> > > > PTManager blog: http://ptmanager.posterous.com/

> > > >

Link to comment
Share on other sites
Guest guest

Guest guest

Posted
Posted

Thank you, what do you charge? Is there any therapist incentive to try and

micro manage by case load?

Mark Niles PT, MS, CSCS

Orthopedic Specialists PA

mniles@...

x3

fax

This message, together with any attachments, is intended only for the

addressee. It may contain information which is legally privileged,

confidential and exempt from disclosure. If you are not the intended

recipient, you are hereby notified that any disclosure, copying,

distribution, use, or any action or reliance on this communication is

strictly prohibited. If you have received this e-mail in error, please

notify the sender immediately by telephone ( x3) or by return

e-mail and delete the message, along with any attachments

From: PTManager [mailto:PTManager ] On Behalf

Of matthew.clark@...

Sent: Saturday, January 22, 2011 11:55 AM

To: PTManager

Subject: Re: Cancellations and No Shows defined

Hi Mark,

We bill the pt. directly for this. We do get some calls with some c/o

(perhaps 5-10% of those who receive the fee) but they typically fall into 2

categories (1: people with valid excuses 2: Chronic/Habitual NS pts who we

wouldn't really mind if they didn't return). The real purpose of the

exercise is to reduce Cxl/NS and not to produce revenue so we always err on

the side of the pt when possible.

Overall though our % remains high but we've been counting any appointment

not seen in that week as a cxl/ns. Meaning if someone was scheduled for 3x

in the week and they only come for 2 then 1 appointment has either been cxl

or ns. We impose the fee if the cxl is with less than 24 notice or they

simply ns. My reason for creating this thread was to see how others view cxl

and ns and how they calculate their rate so I could better compare against

industry norms.

Matt , PT

Hilton Head

> > >

> > > >

> > > >

> > > > We are toying with a new idea. Cancellations that are filled with a

> > > > " waiting list " patient or another patient that normally would not

have

> > > > been seen are not counted as cancelled but rather cancelled and

> filled.

> > > > We strive to keep that percentage high

> > > >

> > > > It became apparent after chasing reasons for no shows/cancels that

our

> > > > emphasis/energy should be on filling the spot to maintain

> productivity.

> > > >

> > > > A cancellation now puts into motion plans to fill the spot, and

> includes

> > > > our network of offices

> > > >

> > > > Ron Barbato PT

> > > > Administrative Director, Rehabilitation Services

> > > > Program Director, Cancer Support Services

> > > > Ephraim McDowell Health

> > > > Voice:

> > > > Fax:

> > > > rbarbato@ <rbarbato%40emrmc.org>

> > > >

> > > >

> > > >

> > > > PRIVILEGED AND CONFIDENTIAL: This transmission may contain

information

> > > > that is privileged subject to attorney-client privilege or attorney

> work

> > > > product, confidential and/or exempt from disclosure under applicable

> > > > law. If you are not the intended recipient, then please do not read

it

> > > > and be aware that any disclosure, copying, distribution, or use of

the

> > > > information contained herein (including any reliance thereon) is

> > > > STRICTLY PROHIBITED. If you received this transmission in error,

> please

> > > > immediately advise me, by reply e-mail, and delete this message and

> any

> > > > attachments without retaining a copy in any form. Thank you.

> > > >

> > > >

> > > > Cancellations and No Shows defined

> > > >

> > > > I " m trying to do an accurate job of tracking our Cancels and No

Shows

> > > > and I'm curious how others out there define each to track? Also,

what

> > > > would you do if a person calls the day before to cancel for their

next

> > > > 2 appointments, are they both Cancelled or is one simply deleted?

> > > >

> > > > Matt , PT

> > > > Hilton Head, SC

> > > >

> > > > ------------------------------------

> > > >

> > > >

> > > > In ALL messages to PTManager you must identify yourself, your

> discipline

> > > > and your location or else your message will not be approved to send

to

> > > > the full group.

> > > >

> > > > Physician Self Referal/Referral for Profit {POPTS} is a serious

threat

> > > > to our professions. PTManager is not available to support

POPTS-model

> > > > practices. The description of PTManager group includes the

following:

> > > > " PTManager believes in and supports Therapist-owned Therapy

Practices

> > > > ONLY "

> > > > Messages relating to " how to set up a POPTS " will not be approved

> > > >

> > > > PTManager encourages participation in your professional association.

> > > > Join APTA, AOTA or ASHA and participate now!

> > > >

> > > > Follow Kovacek, PT on Facebook or Twitter.

> > > > PTManager blog: http://ptmanager.posterous.com/

> > > >

Link to comment
Share on other sites
Guest guest

Guest guest

Posted
Posted

Mat,

Thanks see you charge $25, same as us.

Mark Niles PT, MS, CSCS

Orthopedic Specialists PA

mniles@...

x3

fax

This message, together with any attachments, is intended only for the

addressee. It may contain information which is legally privileged,

confidential and exempt from disclosure. If you are not the intended

recipient, you are hereby notified that any disclosure, copying,

distribution, use, or any action or reliance on this communication is

strictly prohibited. If you have received this e-mail in error, please

notify the sender immediately by telephone ( x3) or by return

e-mail and delete the message, along with any attachments

From: PTManager [mailto:PTManager ] On Behalf

Of matthew.clark@...

Sent: Saturday, January 22, 2011 11:55 AM

To: PTManager

Subject: Re: Cancellations and No Shows defined

Hi Mark,

We bill the pt. directly for this. We do get some calls with some c/o

(perhaps 5-10% of those who receive the fee) but they typically fall into 2

categories (1: people with valid excuses 2: Chronic/Habitual NS pts who we

wouldn't really mind if they didn't return). The real purpose of the

exercise is to reduce Cxl/NS and not to produce revenue so we always err on

the side of the pt when possible.

Overall though our % remains high but we've been counting any appointment

not seen in that week as a cxl/ns. Meaning if someone was scheduled for 3x

in the week and they only come for 2 then 1 appointment has either been cxl

or ns. We impose the fee if the cxl is with less than 24 notice or they

simply ns. My reason for creating this thread was to see how others view cxl

and ns and how they calculate their rate so I could better compare against

industry norms.

Matt , PT

Hilton Head

> > >

> > > >

> > > >

> > > > We are toying with a new idea. Cancellations that are filled with a

> > > > " waiting list " patient or another patient that normally would not

have

> > > > been seen are not counted as cancelled but rather cancelled and

> filled.

> > > > We strive to keep that percentage high

> > > >

> > > > It became apparent after chasing reasons for no shows/cancels that

our

> > > > emphasis/energy should be on filling the spot to maintain

> productivity.

> > > >

> > > > A cancellation now puts into motion plans to fill the spot, and

> includes

> > > > our network of offices

> > > >

> > > > Ron Barbato PT

> > > > Administrative Director, Rehabilitation Services

> > > > Program Director, Cancer Support Services

> > > > Ephraim McDowell Health

> > > > Voice:

> > > > Fax:

> > > > rbarbato@ <rbarbato%40emrmc.org>

> > > >

> > > >

> > > >

> > > > PRIVILEGED AND CONFIDENTIAL: This transmission may contain

information

> > > > that is privileged subject to attorney-client privilege or attorney

> work

> > > > product, confidential and/or exempt from disclosure under applicable

> > > > law. If you are not the intended recipient, then please do not read

it

> > > > and be aware that any disclosure, copying, distribution, or use of

the

> > > > information contained herein (including any reliance thereon) is

> > > > STRICTLY PROHIBITED. If you received this transmission in error,

> please

> > > > immediately advise me, by reply e-mail, and delete this message and

> any

> > > > attachments without retaining a copy in any form. Thank you.

> > > >

> > > >

> > > > Cancellations and No Shows defined

> > > >

> > > > I " m trying to do an accurate job of tracking our Cancels and No

Shows

> > > > and I'm curious how others out there define each to track? Also,

what

> > > > would you do if a person calls the day before to cancel for their

next

> > > > 2 appointments, are they both Cancelled or is one simply deleted?

> > > >

> > > > Matt , PT

> > > > Hilton Head, SC

> > > >

> > > > ------------------------------------

> > > >

> > > >

> > > > In ALL messages to PTManager you must identify yourself, your

> discipline

> > > > and your location or else your message will not be approved to send

to

> > > > the full group.

> > > >

> > > > Physician Self Referal/Referral for Profit {POPTS} is a serious

threat

> > > > to our professions. PTManager is not available to support

POPTS-model

> > > > practices. The description of PTManager group includes the

following:

> > > > " PTManager believes in and supports Therapist-owned Therapy

Practices

> > > > ONLY "

> > > > Messages relating to " how to set up a POPTS " will not be approved

> > > >

> > > > PTManager encourages participation in your professional association.

> > > > Join APTA, AOTA or ASHA and participate now!

> > > >

> > > > Follow Kovacek, PT on Facebook or Twitter.

> > > > PTManager blog: http://ptmanager.posterous.com/

> > > >

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