Quite often I see Osteopaths, Dentists and the like displaying large notices on their walls and websites threatening to charge patients for not turning up for an appointment.
This jars with me somewhat and personally I feel very uncomfortable about being treated like this. As a regular customer or patient, I don’t expect to be warned in advance as if I’m going to behave badly! And the implication that they will somehow remove money from me for overlooking my appointment seems a little sinister.
Instead of a threat, make a bargain!
Besides, we don’t always know what people are coping with in their lives or the pressures that they are under. Indeed a quick call a day or two later to check that they are alright would be thoughtful and maintain the relationship.
Because this practice has become the norm for many Practitioners, I’m not sure how much thought has been given to it. Perhaps some just accept that the threat of punishment will ensure that patients make more effort to turn up on time.
I don’t agree however. I think there’s another way. How does the following sound instead:
“If either of us is unable to keep our appointment, every attempt should be made to make contact to cancel prior to the time. We will call you if necessary and you can ring this number 000000000 to cancel.”
At least this puts the onus on both parties as a fair agreement, which I find to be a gentler method. It is highly annoying that sometimes you end up with free appointments if you have a waiting list desperate to see you but I don’t see punishment as the way forward.
At least the chance to have a cuppa, catch up on some calls and put those feet up for a minute is very welcome.
Ultimately, if you’ve got a serial no-show patient, then (in the nicest possible way) simply sack him!
