Tips to Reduce Cancellations

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Tips To Reduce Cancellations in Your Alternative Health Practice

You should have a written policy for cancellations, which should be included on your intake form, which should state something, like this, “24 Hour Cancellation Policy. I understand that there is a 24 hour cancellation policy, and that if I cancel my appointment with less than 24 hours notice, or do not show up, I will be charged for the appointment.” Some people will charge the full amount of the appointment, and other will charge a cancellation fee such as $30 or half of the appointment fee. It is a personal choice and is up to you.

You should also call every client two days before his or her appointment, and just say that you are calling to remind them about their appointment on Thursday at 6:00. If someone has booked an appointment a month in advance or more, you should call them one week before and give them a reminder and also one day before.

At the end of your answering machine message, you should state, “Please be respectful of my 24 hour cancellation policy.” This works because it reminds clients of your policy every time they call you. It also states that not following the policy is disrespectful, and most people do not want to be seen as disrespectful.

These steps will greatly minimize cancellations. In the event that you still have a few cancellations, you can use the following form letter:

Missed Appointment Notice

Dear Client:

You had an appointment booked on Tuesday, April 12 th at 2:00. Because I did not see you for this appointment and you did not cancel with 24 hours notice, which is my policy, I do have to charge you for this appointment.

If I have made a mistake and you had a different time scheduled for your appointment, or there was some kind of emergency, please contact me. Otherwise, I have enclosed a stamped, addressed envelope for your payment of $75.

It is very difficult for me to run my business when I don't receive 24 hours notice. If I was given notice, I could have filled the spot with someone else.

I really appreciate your business and your understanding.

Sincerely,

Most people will just pay the fee. If they do not, you will have to decide if you want to continue working with them. I usually do not charge them for their first missed appointment, but I will remind them of the policy and let them know they will be charged if it happens again. On the rare occasion that an extremely loyal and reliable regular customer has an emergency and cancels at the last minute, I usually will not charge them.

Some people do not feel comfortable charging a cancellation fee, and what they do instead is use a three strikes and you are out policy. If a client either does not show up or cancels at the last minute three times, the practitioner will refuse to continue seeing that client.