An hour's biomechanical slot, and nobody comes
The diary had a biomechanical assessment booked for an hour, with the treadmill and pressure plate ready. The patient does not arrive. Another patient cancels their nail surgery at eight in the morning on the day. A routine patient forgets. The podiatrist has a gap in the morning and a waiting list of people who would have taken those slots.
Most podiatry clinics have a cancellation policy on the website. Few apply it consistently, because it feels awkward, and because taking a fee after the event is hard to do politely.
Why podiatry appointments are missed
- Longer appointments are booked weeks ahead, and patients forget or their plans change.
- Reminders are generic and do not say how long the appointment is or what to bring.
- Some patients are unsure what a biomechanical assessment involves and quietly avoid it.
- The cancellation policy is not mentioned at booking, so patients do not take it seriously.
- Charging a fee after a no-show means chasing a payment, so it rarely happens.
- Freed slots are not offered to anyone quickly, so a late cancellation becomes an empty slot.
What empty slots cost
Lost treatment time, especially on long appointments. Patients on the waiting list who could have been seen. Staff frustration. And inconsistency: some patients are charged, some are not, depending on who is on the desk, which feels unfair to everyone.
| Appointment type | Impact of a no-show | What helps |
|---|---|---|
| Routine care | Short gap, easy to absorb | Reminder and rebook link |
| New patient assessment | Longer gap, lost first visit | Confirmation explaining what happens |
| Biomechanical assessment | Long gap, equipment prepared | Deposit or card on file, if you choose |
| Nail surgery | Theatre time and preparation lost | Pre-appointment check-in and a clear policy |
How we build it
- Confirmations and reminders are set per appointment type, telling the patient what the appointment involves, how long it lasts, what to bring and your cancellation policy in plain words.
- Reminders include a confirm or cancel link, so patients can cancel early rather than simply not turning up.
- For the appointment types you choose, a card is saved at booking through Stripe, or a deposit is taken, with the policy shown clearly before the patient agrees.
- When a no-show or late cancellation happens, the desk sees the policy and the patient's history and chooses whether to apply the fee. Nothing is charged automatically unless you decide it should be.
- Freed slots are offered by text to patients on a short-notice list who asked for an earlier date, first to reply gets it.
- A monthly view shows missed and late-cancelled appointments by type and practitioner, and fees applied or waived.
We connect to your clinic system, such as Cliniko or WriteUpp, which already handles many reminders, and add only the parts it does not do.
Nail surgery deserves its own handling. The patient is sent a check-in a few days before, confirming they are still able to attend and have read the pre-operative information your clinic provides. If they cannot come, there is still time to offer the session to someone waiting, rather than finding out on the morning.
What changes in the diary
Patients know what they are coming for and what the policy is. More cancel early instead of missing. Freed slots go to people who want them. Fees, where you use them, are applied consistently and without awkward chasing. And you can see which appointment types need more attention.
Is your diary leaking?
- Long appointments are missed often enough to disrupt the day.
- Your cancellation policy exists but is rarely applied.
- Reminders do not explain what the appointment involves.
- Late cancellations usually become empty slots.
- Patients on the waiting list would take short-notice appointments if offered.