No-Show:
A no-show for the purposes of this policy is when a patient:
Does not join a telehealth visit within the first 6-10 minutes
Does not join their appointment at all
Joins a scheduled visit and drops but does not rejoin within the first 7 minutes
Last Minute Cancellation:
The patient cancels the appointment or requests to cancel the appointment within 4 hours of their scheduled visit time
No-Shows in the Medicaid Population
Across healthcare industries, Medicaid patients tend to have higher no-show rates. While our internal marketing and clinical operations teams are working on reducing the no-show rate as much as possible, we know that often, circumstances can change very quickly for a Medicaid patient and can result in missed visits. As their provider, we encourage you to forge a strong provider-patient relationship with your patient, so that you are a safe space for them to come back to, and to leverage Foodsmart Bucks as extra motivation for them to come back to their visits.
No-Show/Last Minute Cancelation Protocols
You call the patient twice at the time of the visit.
Text the patient within 5 minutes of the appointment time
If you don’t hear back, cancel the visit as “Patient No Show” within 6–10 minutes of the scheduled start time.
Check your calendar immediately after canceling for any available On Demand appointments and use the “Fill On Demand” button to add one to your schedule
**If you cancel a no-show AFTER 20 minutes after scheduled appointment time you will not be compensated for the no-show.
**If a member no-shows for 2 consecutive visits you can cancel their remaining scheduled visits.