Why do so many new patients cancel or no-show, and what can I do about it? First, you have to know the number, because most offices don't. Track how many booked callers actually arrive versus how many cancel or never show. Until you measure it, you cannot fix it. Once you see the rate, it usually points straight back to the phone call that booked them. A caller who was rushed, never asked why they wanted to come in, or never felt a real connection on that first call is a caller who feels no obligation to keep the appointment. The [...]