No-shows can be frustrating—especially if you’re running a busy, thriving practice with patients on waitlists hoping to secure those popular appointment slots. Fortunately, there are effective ways to minimize no-shows while keeping your schedule running smoothly.
At Align My Practice, we cover this topic extensively in our Front Desk Success Training course, teaching teams how to implement systems that reduce no-shows and late cancellations. It all comes down to setting clear expectations with patients from the very beginning—so they don’t develop bad habits like being late, canceling last-minute, or skipping their appointment altogether. Just as you train your team to follow office policies and procedures, you need to condition your patients to do the same.
Start with a Strong Appointment Reminder System
A well-structured reminder system is key to preventing no-shows. We recommend:
- A reminder at the time of booking
- A follow-up reminder one week prior
- Another one day before the appointment
- A same-day, two-hour friendly reminder
If a patient isn’t confirming after receiving multiple reminders, don’t hesitate to pick up the phone and make a personal call. A simple conversation can make all the difference in reinforcing commitment.
Set Clear Expectations in Writing
Before a patient ever misses an appointment, they should already be aware of your no-show policy. Ensure that your patient consent forms include clear language about the policy, including any potential fees for repeated no-shows.
In my years of managing practices, I rarely had to charge a no-show fee—but simply having a signed agreement in place gives you leverage when addressing the issue. If a patient starts to abuse the system, you can refer back to their signed acknowledgment as a gentle but firm reminder.
Make Rescheduling Less Convenient
One of the most effective strategies for reducing no-shows is applying Cialdini’s principle of scarcity, something we emphasize in our Align My Practice coaching. If a patient no-shows multiple times, don’t make it too easy for them to reschedule at their preferred time.
For example, if a patient habitually misses late afternoon appointments, let them know those time slots are now limited and offer an earlier time instead. The conversation might go like this:
“Oh, I’m so sorry—we don’t have another 4 PM appointment available for quite some time. Actually, 90% of our patients pre-book their next visits to secure their preferred time. Right now, I can offer you Wednesday at 9 AM or Thursday at 10 AM. Which works best for you?”
This approach, which combines scarcity with consensus (showing them that most patients commit in advance), encourages better appointment habits while keeping your schedule efficient.
Invest in Scheduling Coordinator Training
Your Scheduling Coordinators are the first line of defense against no-shows. By equipping them with the right communication skills and strategies, they can proactively minimize late cancellations, no-shows, and last-minute walk-ins.
If you want to take control of your schedule and reduce no-shows in your practice, join our Front Desk Success Course for expert training on patient communication, scheduling strategies, and more.
Let’s keep your practice running smoothly and efficiently!
Best,
~Shelley 😊
Owner, Align My Practice
https://alignmypractice.com/
shelley@alignmypractice.com
949.329.4620