Team # 429 -- Decreasing the Number of No-Shows & Cancellations by New Physical Therapy Patients
Student Affairs

February 2001

Objective

Implemented a cancellation policy and a new fee schedule for no-shows and cancellations in the Physical Therapy department in order to decrease the number of no-shows and cancellations.

Team Membership

  • University Health Services Quality Improvement Committee, Sponsor
  • Lorraine Flaherty, Leader
  • Linda Eck, Facilitator
  • Ellen Jankowski, Member
  • Chad Long, Member
  • Paula McCartney, Member
  • Judy Stuck, Member

Results Achieved to Date

  • Results & Problem:
    - 9.2% of new patients were no-shows
    - 42.4% of new patients were cancellations

    Our Goals Were Met:
    September 1999 through June 2000
    - 19 Patients (3.3%) did not show up for their initial evaluation appointments
    - 92 Patients (15.7%) cancelled their initial evaluation appointments
    July through December 2000
    - 15 Patients (5.0%) did not show up for their initial evaluation appointments
    - 47 Patients (15.5%) cancelled their initial evaluation appointments

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The Pennsylvania State University
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