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No-Shows Hurt Everyone—Here’s How We Fixed It
Imagine preparing for a session, setting aside time for a client, and then… they don’t show up. It’s frustrating, it wastes time, and it can even hurt the progress of the client. No-shows can create scheduling chaos, lost income, and missed opportunities to help people who genuinely need therapy.
At BioEquity, we found a way to drastically reduce no-shows in our clinics. And the best part? It’s simple and effective.
If your clinic is struggling with client no-shows, steal this strategy today.
Step 1: Set Clear Expectations from Day One
The most important part of reducing no-shows is making sure clients know what’s expected of them.
✅ Include a full-priced no-show fee in your intake paperwork.
✅ Have therapists discuss it during the first session to set expectations.
✅ Make it clear that missed appointments take valuable time away from others who need help.
When clients understand the value of their appointment and the impact of missing it, they’re far more likely to show up.
Step 2: Use Reminders to Keep Clients Engaged
Even the most committed clients sometimes forget their appointments. Life gets busy, and a little reminder can go a long way.
At our clinics, we:
✅ Send email and text reminders before every appointment.
✅ Call clients who haven’t shown up within 5 minutes—sometimes it’s just a tech issue or they’re lost.
✅ Follow up with an email if they miss the session completely.
This simple system ensures clients stay engaged, reducing accidental no-shows while keeping communication open.
Step 3: Handle No-Shows with Professionalism & Compassion
Even with reminders, some clients will still miss appointments. But how you handle those situations makes all the difference.
After a no-show, we immediately email the client with the following message:
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SUBJECT: Follow-Up Regarding Your Missed Appointment
"Hello CLIENT,
I just wanted to follow up with you regarding your missed appointment. Please see the invoice attached for details. As per our cancellation policy, which was outlined in your informed consent and discussed during your intake session, the normal session fee is charged for missed appointments.
If you have extenuating circumstances that you believe should exempt you from this fee (e.g. serious illness, an emergency situation), please let us know.
Would you like me to process the payment on your VISAMASTERCARD ending in FOURDIGITS, or would you prefer another method of payment?
Thank you in advance for your understanding. Please let me know if you have any questions or concerns."
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This keeps it firm yet professional, ensuring that clients take responsibility while leaving space for valid emergencies.
We wait up to a week before processing the fee, giving clients time to respond. Most people have a real reason for missing (illness, emergency, etc.), but some simply say, “Oops, I slept in.” In those cases, the fee is charged.
Step 4: Offer One-Time Grace and Set Future Boundaries
For first-time no-shows, we often waive the fee as a gesture of goodwill. But we make it clear that future missed sessions will be charged. Here’s the email we send:
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SUBJECT: Follow-Up Regarding Your Missed Appointment
Hello CLIENT,
I just wanted to follow up with you regarding your missed appointment on DATE. As per our cancellation policy, which was outlined in your informed consent and discussed in your intake session, missed appointments are charged. However, given the circumstances, we will make an exception and waive the fee this time.
Please be aware that if you cancel an appointment less than 48 hours in advance, there will be a $90 cancellation fee next time. Missed appointments are charged the full session amount.
Take care.
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This keeps clients accountable while showing compassion, which strengthens their trust in the clinic.
Why This System Works
By combining clear policies, friendly reminders, immediate follow-ups, and professional communication, we were able to drastically reduce no-shows in our clinics.
✅ Clients respect the boundaries because they are clearly communicated.
✅ Reminders prevent forgetfulness and encourage responsibility.
✅ Handling no-shows professionally ensures clients understand the importance of attendance.
✅ Giving grace for first-time no-shows builds trust while reinforcing future boundaries.
The result? More attended sessions, better client progress, and a thriving clinic.
Want to Reduce No-Shows and Scale Your Clinic? Partner with BioEquity
At BioEquity, we don’t just buy psychotherapy and psychology clinics—we help them grow and operate efficiently.
Our team includes:
🚀 World-class administrators who handle no-shows, scheduling, and client communication seamlessly.
🚀 Top-tier clinic growth experts who optimize operations for efficiency and success.
🚀 An elite network of trainers and consultants in EMDR, couples therapy, eating disorders, addictions, sex therapy, and more.
We believe that mental health services should be more accessible, and we’re dedicated to working with excellent clinicians who want to improve, grow, and scale their practice.
📩 Ready to take your clinic to the next level? Contact BioEquity today to get started!
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