Rehab administrators answer questions regarding cancellation rates/processes. IPRC archives information collected by the Pediatric Rehab Administrator’s ListServ as a public service to the entire Pediatric Rehabilitation Community. All information is posted in summary format and has been de-identified. Search through past queries for responses to rehabilitation related questions.

Original Question(s):

We are working to lower our NS and patient initiated late cancellation rates (PILC=less than 24 hour notice) for OT/PT/SLP and Audiology.  Our average NS rate YTD is 9.67 and PILC 10.94.

We have worked on this for years and have many great systems in place to minimize no shows and late cancellations, but just can’t seem to get any lower than our current rates.  We know we will see some improvement when COVID is over as families are being responsible and cancelling the day of if anyone is sick/exposed (although, we try hard to change that to a video visit if appropriate). 

1. Would you be willing to share your NS and PILC rates and what divisions that involves?
2. Are there any new procedures or policies you have implemented that you feel have been very effective in lowering these rates?
3. Do your families have he ability to cancel without calling and talking to someone personally (i.e. cancelling via the reminder text or in their Mykidschart if you have EMR)?
4. Do your therapists track NS/CX or is this the responsibility of the office staff (or shared?)?

Summary of Responses