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Team # 1009 -- Physical Therapy Late Appointment Cancellations
Student Affairs

October 2011

Objective

The purpose is to reduce the number of late cancellations in order to limit the number of PT appointment slots that remain unfilled from day to day. July’s late cancellations were at 20% and August’s late cancels were at 28% of the total cancellations.

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Team Membership

• Linda Eck, Leader
• Ken Hurd, Member
• Ellen Jankowski, Member
• Kristin Taylor, Member

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Results Achieved to Date

• ExpectedResults:
  
  The goal is to reduce the number of late cancellations to 10% or less of the total cancellations for the month.
• Team Update
  
  September - October 2011 percentage of late cancels to total cancellations remained high, 27%-31%.
  
  November 2011 - January 2012 total cancellations decreased but the percentage of late cancels did not decrease as much as hoped.
  
  Late cancellations and total cancellations remain high even with fee incurred and with consistent reminders to our patients.
  
  Changed our cancellation policy from 2 hours to 24 hour notice to avoid late cancellation slots remaining unfilled. Appointment staff and PT staff consistently reminded patient of the late fee charges. Changed all web site information and appointment cards to reflect the change in our cancellation policy.
  
  Anticipated our numbers initially would increase but anticipated they would then decrease which happened at a slower rate than anticipated.
  
  June 8, 2012

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