Working as a therapist in private practice is incredibly rewarding, but it’s not without its challenges. We’re often working with people at a difficult time in their lives. Things may be chaotic and stressful for them, so it’s not uncommon for someone to occasionally get the time or day of their appointment wrong. Some even forget completely. Although it’s completely understandable, this can have a negative impact on your business so it’s important you have processes in place to deal with late cancellations and no-shows when they arise.
What’s Your Cancellation Policy?
I think a late cancellation or no-show policy should be one that, if it were imposed on you, you would be happy with it. I recently missed an appointment at my dentist for the first time ever. It was a genuine error and I was completely mortified, so I really appreciated their compassionate response.
What feels fair will vary from one individual to the next. You can’t make everyone happy, so you need to do what’s right for you. After all, your business should be a lovely place to work. It needs to feel secure, boundaried and fair.
Personally, I require 24 hours’ notice to cancel a therapy session without incurring a charge. If a client’s appointment is on a Monday, they must cancel no later than the Friday before. If less than 24 hours’ notice is provided, I reserve the right to charge half the cost of their session to cover incurred costs. If they fail to attend a session without any notice, full payment for that session will be required before booking any further sessions, and their file will be placed on hold.
How to Communicate and Enforce Your Policy
As with most boundaries, you need to be clear about your cancellation policy and repeat it multiple times. I communicate my policy on my website, in therapy agreements, in the email confirming appointments and during a client’s first session. Despite this, people can still be unaware.
If someone doesn’t show up for their first therapy session, I discharge them. I don’t give this any energy at all. If an existing client misses an appointment, I send a quick email to check they’re ok and keep the lines of communication open. I also use this as an opportunity to repeat my cancellation policy and explain they’ll be charged if it happens again.
Text and email reminders have been a game-changer for me. They’ve significantly reduced the likelihood someone will forget their appointment. We all have busy lives and people seem to really appreciate receiving a gentle nudge to help them remember.
Ten Ideas to Effectively Manage Late Cancellations
- Clear Cancellation Policy: Establish a clear and comprehensive cancellation policy that outlines expectations regarding notice periods, fees for late cancellations or no-shows, and the process for rescheduling appointments. Communicate this policy to clients during intake and ensure they understand its importance.
- Reminder System: Implement a reminder system to send automated reminders to clients a day or two before their scheduled appointments. This can be done through text messages, emails, or appointment management software. Reminders help reduce the likelihood of forgetfulness or miscommunication.
- Flexible Rescheduling Options: Offer flexible rescheduling options for clients who need to change their appointments. This shows understanding and allows clients to make necessary adjustments without resorting to cancellations or no-shows.
- Cancellation Fees: Enforce your cancellation policy by charging a fee for late cancellations or no-shows. Clearly communicate this fee in your cancellation policy and discuss it with clients during the initial sessions. This can help deter last-minute cancellations and encourage clients to honour their scheduled appointments.
- Waiving Fees for Emergencies: Have a compassionate approach by considering waiving cancellation fees in case of genuine emergencies. This shows empathy while still maintaining the importance of adhering to the cancellation policy.
- Waitlist System: Implement a waitlist system for clients who wish to be notified of any available appointments due to cancellations. This helps fill vacant slots and reduces the impact of last-minute cancellations or no-shows.
- Overbooking Strategy: Consider a strategic overbooking approach by allowing for a small buffer period in your schedule. However, use this technique judiciously to avoid excessive stress and ensure adequate time for each client.
- Client Education: Educate clients about the impact of late cancellations and no-shows on your practice and other clients. Help them understand the importance of honouring appointments and the consequences of repeated cancellations or no-shows.
- Follow-Up Communication: After a late cancellation or no-show, reach out to the client to understand the reason behind it. This conversation can provide insights into any challenges they may face and allow you to address concerns or make necessary adjustments.
- Evaluate and Adapt: Regularly evaluate the effectiveness of your cancellation management strategies and make adjustments as needed. Analyze patterns and trends to identify recurring issues and proactively find solutions to minimize late cancellations and no-shows.
The Financial Impact
Things can be pretty tight financially during the first few years of running a private practice. Late cancellations and no-shows can affect your profit and income when building a caseload. The best thing to do is accept it will happen and plan plan plan!
My pricing accounts for the fact that most people will fail to attend at least one session or have to cancel late during therapy. I also overbook my clinics by one to two clients a week to cover the costs of rearranging cancellations or appointments.
Some therapists have a pre-pay system, meaning clients pay for their sessions when they book. Although it makes perfect sense from a business point of view, this doesn’t sit well with me. It would feel like too much commitment if I had to pay for my hair appointment upon booking. I really don’t want someone to come to a therapy session just because they’ve paid and can’t get out of it. I’d rather have the no-show.
When Things Get Messy
Don’t panic. Start from the position of trusting the person and being respectful of what is happening for them. If a client fails to attend an appointment or cancels late, you can send an invoice for the session. If it’s the first time this has happened, I use it as an opportunity to remind the person of my policies. On the second occasion, I would email an invoice straight over.
During the many years, I’ve been in private practice, I’ve only had to chase this payment once. I sent the individual a final notice letter following guidance published on the GOV.UK website and the invoice was quickly paid. I also know therapists who have had success taking unpaid invoices to the small claims court. You can find all the information you need here.
The first couple of times you experience a late cancellation or no-show, talk it through with your supervisor. Are you annoyed or irritated? Are you worried about the lack of income or a dwindling caseload? Recognise these are your own feelings and don’t let them enter into your dialogue with the client.
You can also reframe the situation and see it as an opportunity to review and improve your policies and processes. Putting harsh or overly strict rules in place after a bad experience can be tempting, but you shouldn’t let one person shape your business. Remember your core values and act accordingly. With experience, no-shows will have very little impact, I promise.
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