Modern clinics are obsessed with the no-show. This is the clinic patient who makes an appointment but never arrives.

Clinics spend a tremendous amount of time trying to solve the no-show. They begin with operational strategy sessions. Then they call, ping, and survey the no-show. Because in a fee-for-service model in a high demand specialty, the no-show is a liability. Holes are spaces where the clinic doesn’t get paid and the next patient has to wait longer.

While there may be good reasons patients don’t show, there are probably better reasons why patients show up.

If we spent as much time thinking about the experience of the patients that show up, maybe the no-shows would be fewer and far between.

It’s not the only solution, but it’s a good place to start and a great perspective for your clinic. And it’s a really different way of looking at where we spend our time.

Image modified via the Library of Congress.