Page 142 - R2P Front Desk Manual v1

Cancellation/No Show Log

The purpose of this log is to track cancellations and no shows that occur INSIDE 24 HOURS of
a scheduled appointment. Each location has a separate log in Google Drive that is updated
weekly by the evening Clinic Coordinator. Cancellations and no shows reset every three months
(quarterly), as shown on the logs. The logs are reviewed by Matt on a bi-weekly basis and used
to flag patients for collection of fees.
Note: Do not record on the log or charge for a cancelled/no show initial evaluation, as
the patient has not yet been informed of the clinic’s policy.

1. On the WebPT schedule in the upper right hand corner (light blue toolbar), there are
three white boxes: No Show, Cancelled, and Legend.
2. Click the No Show & Cancelled boxes, which will turn the boxes from white to light
gray.

3. On the schedule, any cancelled appointments will be gray and no shows will be white.
4. Open each patient’s chart that shows a cancellation or no show and review the reason.
a. Reminder! If a patient calls OUTSIDE of 24 hours, DELETE the appointment
from the schedule (do NOT cancel), as there is no fee and it skews the clinic’s
data.
b. If inside 24 hours, a judgement call may be needed and should be communicated
to Matt regarding the reason for a cancellation (emergency, weather, etc.).
5. Open the appropriate location’s Cancel/No Show List in Drive.
a. Confirm you are recording on the correct sheet for the quarter. The quarters are
displayed across the bottom of the spreadsheet.

6. Add the Patient’s name (Last Name, First Initial) in alphabetical order to the log and
record the date of the cancelled/no show appointment in the appropriate month’s
Cancel and/or No Show columns.

Last Update: 7/10/19