No-shows for appointments wastes time, money

  • Published
  • By Maj. Michael Roberts
  • 60th Medical Operations Squadron
TRAVIS AIR FORCE BASE, Calif. --  Since the start of 2006, the David Grant USAF Medical Center has experienced a significant increase in people failing to show up for scheduled appointments. 

Overall, there were 1,709 “no-shows” across DGMC which represents 6.4 percent of the appointments that were available for the month of January. 

DGMC’s primary care clinics: primary care, family practice, internal medicine, pediatrics, flight medicine and the McClellan Satellite Clinic collectively experienced a 7.14 percent no show rate for January. 

This amounts to 524 previously scheduled appointments that were skipped by DGMC beneficiaries who failed to call in to cancel. Of these 524 appointments, 142 were active duty appointments, 145 were active duty family members and 237 were by retirees, their family members or others. 

Primary care clinic had approximately 150 no-show appointments for February, according to Master Sgt. Timothy Brush, NCOIC of the primary care clinic. That averages out to five missed appointments per day. 

This no-show problem is not just isolated to DGMC’s primary care clinics. The optometry clinic — which is currently understaffed by two providers — experienced 47 no-shows in January, or 6.8 percent of total optometry appointments available.
Podiatry, which is staffed with one provider, experienced 15 no-shows, or 10.5 percent of its total for January. 

“We have a huge no-show problem [at the preventative health assessment clinic],” said Master Sgt. Samir Shahin, section chief family practice flight. 

The preventative health assessment clinic has a 10-15 percent no show rate. 

“People have a hard time getting access to our clinic,” Sergeant Shahin said. “[No-shows] compound the problem of access.” 

Unfortunately, no shows waste tight financial and human resources. It also creates a strain on the ability of your DGMC healthcare staff to provide adequate medical services to their enrolled population. 

“It’s a vicious cycle,” Sergeant Brush said. 

These missed appointments could have been used by people who were turned away.
In January, 566 people were sent off-base for care because, at the time, there was no available care within DGMC. 

If each of those 1,709 no-shows had taken the time to cancel their appointment, the number of people sent downtown would have been far less. 

“[No shows] double our workload,” Sergeant Shahin said. “The doctor doesn’t sit and do nothing and the patient’s problem doesn’t just go away.” 

Air Force Medical Service funds DGMC based upon its productivity rates, with revenue estimated at $32.61 per primary care visit. Conversely, every no-show appointment reduces DGMC’s operating budget by $32.61 because of this lack of productivity. The total cost caused by missed appointments in January in the primary care clinics amounted to $17,088.44 in lost funding. 

If allowed to continue for the remainder of the year, it would add up to a reduction of $205,061.28 in DGMC’s annual operating revenue. 

The preventative health assessment clinic sends out a letter to first sergeants for the first missed appointment. For a second no show a letter goes to the person’s commander. 

“[The letter] holds people accountable,” Sergeant Shahin said. 

If after making an appointment and a member’s situation changes for any reason, they should call and cancel the appointment. 

It is helpful to everyone if appointments are canceled a minimum of 24 hours before the scheduled appointment time, thereby allowing adequate time for appropriate rescheduling. 

For more information, call the DGMC Central Appointments desk at 423-3000.