A missed appointment may stem from unclear instructions, changed availability, or missing confirmation. Before sending more reminders, check whether the person knows where, when, and why to attend.
What may be happening
Separate notified cancellations from unannounced absences. Check that booking showed clear local time and an easy rescheduling method.
What to change first
- Send confirmation with service, date, time, and format. Include access instructions only where relevant.
- Allow confirmation, cancellation, or change requests without a long exchange. Update availability when replies arrive.
- Adjust reminders to preferences and service conditions. Avoid sensitive information visible in a notification.
An example to adapt
Example: for an online assessment, provide the correct link and explain who will attend. For a physical visit, confirm the meeting point and how to report a delay.
How to check progress
Calculate absences among confirmed appointments and record known reasons. Use the data to improve coordination rather than blame customers.
Questions about this problem
Do more reminders always reduce absences?
No. Repeated messages can annoy people if instructions or rescheduling remain unclear.
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