Table 2.

Strategies Used by Exemplary Practices to Reduce No-Shows Rates (n = 11)

MethodPractices Using Method No. (%)
*Open access defined as no appointments made beyond 1 week ahead; complete open access defined as no advance appointments; partial open access defined as some advance appointments.
Patient education10 (91)
    On enrollment in practice7 (64)
    When each appointment is made6 (55)
    When reminded of appointment4 (36)
    After each no-show7 (64)
    After repeated no-shows5 (45)
    No. of education strategies, median (range)3 (0–5)
Patient reminders9 (82)
    Telephone call to all patients9 (82)
    Telephone call to high-risk patients2 (18)
    Letter/card to all patients1 (9)
    Letter/card to high-risk patients1 (9)
    No. of reminder strategies, median (range)1 (0–3)
Patient sanctions9 (82)
    Expelled from practice9 (82)
    Required to walk-in (no appointments)1 (9)
Open access*9 (82)
    Complete3 (27)
    Partial (lots of work-in slots)6 (55)
Continuity emphasis
    Residents work in small teams7 (64)
Scheduling rules
    Residents cannot schedule appointments6 (55)
Work with individual residents
    Try to determine cause for no-shows2(25)