Appointment no shows, last minute cancellations deter 354th MDG productivity

  • Published
  • By Capt. James Robertson
  • 354th Medical Group executive officer
EIELSON AIR FORCE BASE, Alaska --  In the 354th Medical Group, our goal is to provide all our beneficiaries with the best possible medical care to meet their healthcare needs.

In order for us to be effective in this endeavor, our beneficiaries need to have access to our services. Medical appointment no-shows and patient cancellations have been a constant challenge because they have a negative impact on our beneficiaries' access to our services.

When a no-show or a patient cancellation occurs without adequate time to re-book the appointment, the clinical team (the provider and his/her staff) suddenly have time on their hands that should have been spent in direct patient care.

Even though at times, this extra time may be appreciated by the clinical teams to complete administrative duties, the productivity and revenue lost cannot be made up.

In addition to revenue lost, the patient out there with a legitimate health care need who could have utilized that appointment suffers. Additionally, many times individuals who no-show or cancel an appointment without giving adequate time for potential re-booking of the appointment, use another appointment to be seen for the same issue. Patients who do this use two appointments that could have been taken care of with one.

In Fiscal Year 2007, there were a total of 1,682 no-show appointments throughout the medical group (Primary Care, Flight Medicine, Optometry, Physical Therapy, and Mental Health). This cost the clinic over $132 thousand in lost productivity.

During that same fiscal year, the Primary Care Clinic (Family Practice and Pediatrics) experienced a total of 781 patient cancelled appointments that were not re-booked, costing the clinic an additional $61 thousand in internal operating funds. The majority were cancelled without adequate time to rebook, and were therefore wasted.

Even more important to the patient than the lost productivity is accessibility to medical care. When supply is low and demand is high as it was in most of FY 2007, it is absolutely vital that every appointment be utilized to meet the needs of our beneficiary population.

Many of the difficulties that patients had accessing medical care could have been greatly alleviated, if not eliminated, by patients simply cancelling their appointments at least 24 hours beforehand or showing up to the appointments that they scheduled.

We realize that life is not always predictable and that unforeseen events occur. When these things happen, we ask that you, as 354th Medcial Group beneficiaries, call us at 377-1847 at least 24 hours ahead of time to cancel your appointments. Please don't cancel at the last minute or even worse, simply not show up. This will enable us to provide you the best health care possible. Have a happy and healthy 2008.