Reducing No-shows to Virtual Appointments: ATTC/NIATx Service Improvement Blog
Todd Molfenter, Ph.D.
Director, Great Lakes ATTC, MHTTC, and PTTC
Is this a familiar scenario for your organization?
Day 1: Stay-at-home order: Your agency enacts social distancing guidelines.
Day 3: Your agency has switched in-person counseling to telephonic or video-based counseling.
Day 12: Virtual services, particularly telephone, have increased engagement rates!
Day 30: The honeymoon is over: show rates to virtual appointments are decreasing, especially among new consumers.
In the COVID-19 era, an old nemesis has returned: appointment no-shows. While telehealth has removed some barriers to behavioral health services, other engagement challenges are emerging. Agencies can take the “how exactly are we going to do this?” approach that COVID-19 has thrust us into since the beginning.
Another way is to turn to existing tools and proven practices to address the new no-show dilemma.