What should a Patient Service Representative (PSR) do if a patient misses an appointment?

Following up with the patient to reschedule and offer support is the appropriate action for a Patient Service Representative (PSR) when a patient misses an appointment. This approach demonstrates a commitment to patient care and engagement. By reaching out, the PSR acknowledges the importance of the appointment and allows the patient the opportunity to explain any circumstances surrounding the missed visit. This can help in understanding any underlying issues the patient might be facing and allows the PSR to provide necessary support, whether that’s rescheduling the appointment promptly or providing information about available services.

Moreover, rescheduling can help to improve patient adherence to treatment plans, ultimately benefiting their health outcomes. It shows that the healthcare facility values the patient’s needs and is invested in their wellbeing, which can foster trust and a better patient-provider relationship.

Offering support and ensuring proper communication are essential skills for a PSR, enhancing patient satisfaction and encouraging them to remain engaged in their care journey.