MISSED APPOINTMENT - NO SHOW **

Effective Date: 
Sun, 07/01/2012
Reviewed: 
Wed, 07/14/2021
Revised: 
Fri, 07/16/2021
Procedure: 

When a patient is a “No Show” for an appointment the MA:

  1. Right clicks on the appointment and changes the status to “No Show” (pink/purple).
  2. Opens a “Primary Care- Missed Appointment Chart Note” for the patient and notes reason for visit.
  3. Sends the note to the Clinician (using the “send” link in the upper right corner). The missed appointment will show up in the clinician’s unsigned notes.
  4. The clinician will complete the note by: documenting whether follow up is necessary, what the follow up plan is, checking the “Missed Appointment” E/M box and signing the note.
  5. Arranging Follow-up (options):

    a. For urgent follow-up, the clinician personally arranges the follow-up & documents the plan

    b. If the follow-up arrangements can wait until the next day: The clinician "CCs" or "Sends" the “Missed Appointment Note” including specific instructions as to the type of follow-up appt needed, (i.e. “Priority F/U” vs. “Routine Primary Care”) and within what time frame, to the generic "Reception Provider".  Reception staff regularly check this in-box at a minimum 3 times per day.   The staff member making the appointment will generate a “Phone Encounter” to document contact with the patient to arrange follow up. If the appointment scheduler is unable to contact the patient after 2 attempts (1 call and 1 secure message), the scheduler documents attempts in the Phone Encounter chart note, signs the note, and IMs the clinician to inform them. The clinician documents whether or not further efforts at contact should be made. Clinicians can consider sending a registered letter for high risk situations.

    c. If the follow-up arrangements need to be initiated the same day, the clinician cc’s “Missed Appointment Note” to the generic "Charge Nurse" provider. In order for this to happen in a timely manner, the clinician must send the note before 4:30 pm. The Charge Nurse is responsible for checking the "Charge Nurse" in-box at a minimum every 2 hours.

  6. If the staff member wants the missed appointment charge waived, an IM is sent to billing requesting to waive the charge. All waived missed appointment charges requested after the first courtesy waived charge will be reviewed by the Medical Director or designee.
  7. At the end of the day the Charge Nurse checks the days schedule to be sure all “No Show” & “left without being seen” appointments have been addressed.

Cancellations:

  • All Eating Disorder & Colpo appointment cancellations are IM’d to the clinician by the staff member canceling the appointment
  • Any canceled “Same Day” or “Follow-up” appointments do not require Clinician notification.