With the average cost of an appointment now at $75, excessive ‘no-show’ appointments have a direct impact on the facility in the form of budget and staffing reductions. No-shows cause longer wait times and the inability to effectively provide service to all patients. These reductions in healthcare assets could also force patients to use caregivers at other, less convenient, healthcare facilities in the area.

According to statistics, there have been 1503 no-shows at the Naval Health Clinic so far in 2008.That equates to $112,725 in wasted resources. Fifty one percent of those 1503 missed appointments were for, or by, active duty service members.

Not only do no shows affect the financial aspect of the clinic, they affect the timeliness of patient care. When a patient misses an appointment without calling to cancel or reschedule there is a time period that gets unused and the patient who missed his or her appointment will have to be fit into a slot on a future date. Both are time periods that could have gone to another patient in need of care and both patients will experience a delay in care because of the no-show.

Missed appointments also impact clinic staffing and productivity. This creates the false perception of a shrinking need for care by NHC Pax beneficiaries. Therefore, higher authority could reduce staffing and resources. Again, this would result in longer wait times and perhaps the inability to effectively provide service to all patients.

Patients who use civilian sector clinics all have one thing in common, the long wait time. In many civilian doctors’ offices patients might not be seen for 30-45 minutes past their appointment times. These wait times do not happen at NHC Pax. The clinic strives to get each patient in on time, every time.

So, why the difference in wait times? Some civilian counterparts double- and triple-book appointments, to reduce the impact of no-shows. The unfortunate result of this over-booking is a longer wait time. NHC Pax recognizes its patients’ time is valuable and never double-books appointments.

There is a simple trade off for the shorter wait times that directly affects each patient and the clinic’s ability to serve them. Patients are required to keep all appointments or call in early enough to cancel or re-schedule. If a patient fails to do this, the end result is a reduction in the clinic’s opportunities to help other beneficiaries who also have a healthcare need.

It is the goal of NHC Pax to ensure prompt access to quality and cost-effective health and wellness services. For this to happen patients must cooperate by showing up on time or canceling appointments as soon as possible.

NHC Pax understands there are circumstances where an appointment will need to be cancelled. If possible, cancel appointments at least 24 hours in advance. This can be done by calling the appointment line at 301-342-1506 or by choosing the cancellation option when contacted by the Audiocare appointment reminder system.

When scheduling an appointment the clinic’s appointing staff will ask patients to arrive 20 minutes before their scheduled appointment time. Early arrival will help ensure patients are seen on time.

It is also helpful if all patients’ contact information is up to date in CHCS and DEERS. NHC Pax is technology savvy and provides a courtesy automated appointment reminder call to beneficiaries. This system is useless if the clinic does not have a patient’s most current telephone number and address. Patients should take the time to verify this information is correct.

NHC Pax is dedicated to providing premier healthcare services that is timely, effective, and efficient. It all begins with a partnership between the clinic and its beneficiaries. Success is contingent upon patient input and satisfaction in the care and services received.

These simple steps can help ensure NHC Pax can continue to provide and maintain the conveniences of the Military Healthcare System.