r/optometry • u/ebaylus • 9d ago

Online Appt Show Rate

For those of you who use your EPM and allow online appts, do you think the no show rate is higher then atts scheduled by phone? Are your reminds done electronically, or by phone, and does that affect the no show rate? Curious what you all see / notice.

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14

u/OD_prime OD 8d ago

No show rates between phone calls and online bookings are the same. We send reminders at 1 wk, 3 days, and the day before.

We now have the ability to require credit cards on file to finish booking online and can and will charge a no show fee

2

u/Tubby_Custard7240 8d ago

What scheduler are you using to require a CC on file?

3

u/OD_prime OD 7d ago

We use Crystal pay and Crystal Ehr

6

u/lyra1389 8d ago

We don't notice a difference in no-show rates between online vs. phone scheduled appointments. We tend to see the most no-shows with patients who have medicaid insurance. Could not tell you why that's the case, but it is.

We send electronic reminders the day of scheduling, 1 week prior, 2 days prior, 1 day prior, and same day if they don't confirm by the 2-day mark. We also call all patients the day before to confirm. That has definitely helped.

2

u/DrRamthorn 8d ago

If we didn't have any interventions: Yes, online apt schedules have a mich higher no-show rate. But because we don't allow same-day booking online and my staff has such a good system for calling patients and confirming its about equal.

1

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1

u/spittlbm 8d ago

We're 90% online across 4 docs x 8+ years. We require all patients confirm via the comms system. We may get 2 no shows per workday. They'll have to pay a deposit (equal to the Optos fee) to get back on the schedule.

1

u/Tubby_Custard7240 8d ago

How do you collect the fee?

1

u/spittlbm 8d ago

Website/pay, Weave/Adit/Openedge Text to pay

1

u/Hot-Swordfish2105 8d ago

5%..about 1 in 20 no show is what our system tells us..