Decreasing the Number of No-Shows & Cancellations by New Physical Therapy Patients

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Team ID: 
429
College / Administrative Unit: 
Student Affairs
Date Started: 
February 2001
Objective: 
Implemented a cancellation policy and a new fee schedule for no-shows and cancellations in the Physical Therapy department in order to decrease the number of no-shows and cancellations.
Desired Results: 

Results & Problem:
- 9.2% of new patients were no-shows
- 42.4% of new patients were cancellations

Our Goals Were Met:
September 1999 through June 2000
- 19 Patients (3.3%) did not show up for their initial evaluation appointments
- 92 Patients (15.7%) cancelled their initial evaluation appointments
July through December 2000
- 15 Patients (5.0%) did not show up for their initial evaluation appointments
- 47 Patients (15.5%) cancelled their initial evaluation appointments

Name: 
Lorraine Flaherty
Members:
  • University Health Services Quality Improvement Committee, Sponsor
  • Lorraine Flaherty, Leader
  • Linda Eck, Facilitator
  • Ellen Jankowski, Member
  • Chad Long, Member
  • Paula McCartney, Member
  • Judy Stuck, Member