How do physiotherapists reduce no-shows and cancellations?
Send reminders before every session, book the whole course at the first visit, and set a clear cancellation policy that patients see when they book. Many physio no-shows happen mid-course when the pain eases, so a short message about why the next session matters helps too.
By Sammy Morgan, who runs M1 Studio in Chichester. Updated .
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- Industry
- Physiotherapy clinics
- Problem
- No-shows
- The fix
- Online Booking & Deposits, £1,800
- Do it yourself?
- Yes, the first steps below
Why it happens to physiotherapy clinics.
- Patients feel better and stop coming
- Once the pain eases, the third or fourth session can feel optional, even when the rehab isn’t finished.
- Sessions booked one at a time
- If each follow-up is booked at the end of the last one, it’s easy for a patient to leave without one and never rebook.
- Insured patients assume someone else pays
- Patients claiming on health insurance may not realise a missed session can still be charged to them under your policy.
- Cancelling is awkward
- If the only way to cancel is to call during clinic hours, when you’re treating, patients often just don’t turn up.
What to do, in order.
Turn on reminders
Many clinic booking systems can send a text or email reminder. Check it goes out for every session, with a cancel or rebook link.
Book the course up front
At the first appointment, agree the plan and book the next few sessions together. It sets the expectation that the course matters.
Write a clear policy
How much notice you need to cancel and what happens if they don’t. Show it when people book, not only on the invoice.
Check in between sessions
A short message about their exercises reminds them why the next session matters.
Take deposits for new patients
Online Booking & Deposits lets new self-pay patients book on your website and pay a deposit, with reminders and your rules shown.
Where M1 can do it for you.
Fixed prices, or a fixed quote before any work starts. No VAT is charged. Any running costs are listed before you agree.
- Online Booking & Deposits £1,800
New self-pay patients book their first session on your website and pay a deposit, with reminders and your cancellation rules shown.
Bookings taken online, with a deposit paid up front.
- Missed-Call Rescue £800
It adds automatic reminders and texts back callers you miss while you’re with a patient.
Missed calls get a text back, automatically.
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Before you decide.
Something else? Ask Sammy on WhatsApp.
Should physios charge for missed appointments?
Many clinics do, for self-pay patients, as long as the policy is clear before booking. Check how any insurer you work with handles missed sessions, as their terms can differ.
Do I need new software for this?
Often not. Check what your clinic system already does first. Online Booking & Deposits is for clinics whose website can’t take bookings and deposits yet. The booking tool’s monthly fee and card fees are paid directly by you, and listed before you agree.
Keep reading.
Know what to fix. Then decide.
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