Evaluating the Impact of Patient No-Shows on Service Quality
No-shows are long-standing issues affecting resource utilization and posing risks to the quality of services. They also lead to a loss of anticipated revenue, particularly in services where resources are expensive and in great demand.
The No-Show Rate
A no-show occurs when a visitor has a booked appointment but, as the word says, he or she does not show up! Now to calculate the rate, simply divide that by the total number of visitors.
You want to have the minimum rate you possibly can. When someone does not show up at a booked hour, you lose all the work you have done in preparation for that person, not just that hour.
The No-Show phenomenon is a behavioural trend in the service industry.
In the last few years, this client behaviour has become increasingly widespread in many different service industries including hotels, restaurants, events, airline companies, transport, health care, and even the wellness sector.
With the increasing demand and cost pressures, it is imperative for organisations to improve the effectiveness and efficiency of their services. Despite huge efforts, there are inevitable events leading to higher costs and underutilization. No-shows are great examples that significantly trigger the mismatch between supply and expected demand. Therefore, they have an impact on service quality and system performance.
TIPS TO DECREASE NO-SHOWS:
- Be punctual, always keep to schedule
Your visitors will not want to wait too long in the waiting area, as this will generate either turnover or they will not care about being punctual too for their next appointment. Commit to them and always set an example.
- Remind your visitors about their appointment
Set reminders for their appointments! Most of the time a visitor doesn’t show up because they simply forget they had a booked hour to begin with.
If you set a prepayment, chances are they will come, as they have already paid for a service they have not yet acquired. This of course will not be possible in all services; you will have to pay attention to your area of business.
- Follow up
Know why your visitors are not showing up. Always ask them such, as this will be the only way to find out how you can improve your management and administrative style. By treating people carefully and showing that you care, regardless of whether they show up or not, you will most likely reduce the no-show rate in the future.
- Be grateful when they do show up
Motivate people when their behaviour is positive: A friendly environment is a welcoming one!
THE KEY TO SUCCESS
No matter the service, the key is organisation.
With Bloom, Q-Better’s most advanced customer queue and flow management system, you can improve the service experience.
It is convenient and organised, and you can communicate continuously with your customers through an informative cross-platform system, avoiding uncertainty and showing respect for your customers’ time.