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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.

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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

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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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