Treat no-shows as a system signal

The move: test one change before changing the rulebook. PDSA stands for Plan, Do, Study, Act. In clinic management, it is especially useful when the problem is real but the cause is uncertain. No-shows are a good example. They look like one number on a dashboard, but they may represent different problems for intakes, medication follow-ups, therapy visits, group sessions, and telehealth appointments. Plan Define the exact client segment, change, prediction, and measure. Avoid vague aims like 'reduce no-shows.' Use a testable aim: 'For Spanish-language first intakes scheduled more than 10 days out, a bilingual welcome call will increase kept…

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