For many sleep centers, COVID-19 caused a shift from mostly PSGs to growth in HSATs. Disposables, drop-ship and curbside pick up options increased the convenience of providing qualified patients access to HSATs. However, many clinics still have trouble getting those patients into the clinic to return the device and receive their results and treatment.
Sleep centers face similar challenges with patients requiring in-lab testing. The fear of COVID-19 exposure, inconvenience of added protocols and processes, and undervaluing the significance of proper testing and treatment has led to an increase in appointment cancelations and patient no shows over the past year.
To help sleep centers overcome this challenge, we created a list of seven tips that can be easily implemented in your clinic to encourage patients to keep their appointments and minimize no shows at your sleep center.
It’s also critical to communicate the health implications for not receiving necessary treatment. Utilize patient testimonials in follow-up emails or text reminders. Group testimonials by co-morbid condition so they resonate with each patient’s individual health situation. Send text messages and make follow-up phone calls to check in with patients to encourage CPAP usage, help troubleshoot issues, and answer patients’ questions.
When patients have the proper education and resources, sleep technicians can help move them from an HSAT to autoPAP treatments, automatically bring them in after a NPSG, or provide them with extra education on better sleep practices. All of which can be covered by the patient’s insurance. Read our guide How to Use and Bill for Patient Education Codes, for tips on getting reimbursed for these important appointments.
1. Send Text Reminders
Implement a patient engagement solution that includes the option to send patients text reminders for various steps in the testing process. These messages can be useful for:- Communicating protocols and check-in processes for the day of the appointment
- Setting expectations for in-lab testing
- Providing instructions for a successful HSAT experience and outcome
- Asking patients to bring the HSAT device back to the office after home testing is complete
- Reminding patients of their follow-up appointment with the clinician for results and treatment.
- Periodically checking in with the patient on adherence
2. Make Phone Calls
For patients who do not opt in to receive text reminders, phone calls are still a viable method for patient recall. Create a list of patients with appointments scheduled for the upcoming week. Reach out to them both one week before and one day prior to the appointment. This is not just a task for daytime techs, night techs can try to contact people in the evening hours when patients might be easier to reach. Make patients feel more comfortable by providing answers to questions about their upcoming appointment such as: What should I bring? Do I take normal medications? When will I leave in the morning? Often, the patient will ask more questions of their own when they are talking to the actual night technologist who understands the process and has the clinical background.3. Educate Patients
Educate your patients on the importance of coming back into your clinic after testing for results and treatment. Include educational materials with the HSAT device that explain the process and timeframe for treatment (download the image here to use in your sleep center educational materials).