GI Unit Leadership: Shaping a High-Performing Endoscopy Unit (Virtual) | February 2026-Strategies for Managing Cancellations and No Shows

Video Transcription

Video Summary

This video discusses strategies to manage cancellations and no-shows in endoscopy units using a system-oriented approach. National benchmarks show cancellation/no-show rates typically range from 3%-12%, with high-performing units aiming for under 5%. Digital navigation and multi-touch patient reminders are effective in reducing no-shows by about 30%-50%. Key causes include illness, scheduling conflicts, transportation, and forgetfulness. The strategy framework focuses on three pillars: predictive prevention, early detection, and rapid recovery or backfill of canceled slots. Nursing staff are integral to this process through personalized outreach and education. A well-maintained waitlist and daily team huddles facilitate quick backfill, improving utilization and patient access. Overbooking can be cautiously applied when no-show rates exceed 8%. Dashboards tracking cancellation rates, time to appointment, and backfill success are essential for monitoring progress. Small improvements significantly boost revenue, promote equity, enhance patient care, and prevent delayed diagnoses. Overall, consistent workflow improvements translate into better access and outcomes in endoscopy services.

Asset Subtitle

Tsion Abdi, MD, MPH

Keywords

endoscopy cancellations

no-show management

patient reminders

predictive prevention

backfill strategy

healthcare workflow improvement