Reducing the Number of Missed Appointments-Medicaid SSI and BC+

The following suggestions will reduce missed appointments for all patients, including BadgerCare Plus members. When scheduling appointments, providers should explain to members the importance of keeping appointments and the office rules regarding missed appointments.

• Contact the member by telephone or postcard prior to the appointment and remind the member of the time and place of the appointment and the importance of canceling scheduled appointments in advance.
• Require members to verify their appointment by calling the dental office, using the following procedures:
  • Explain the policy carefully to members when they make appointments.
  • Send postcards to remind members of their appointments, of the office policy regarding confirming their appointments, and of the need to call immediately to confirm the upcoming appointment.
  • If members do not call by a given day before their appointment, give the appointment to another patient.
• If the appointment is made through the HealthCheck screen or targeted case management programs, encourage staff from those programs to ensure that scheduled appointments are kept.
  • Call the local city/county health department for information about HealthCheck services in the area. Individual dentists may agree only to accept referrals from HealthCheck providers such as the local public health agencies and physicians. Some health departments have outreach staff who may be able to assist members in getting to their dental appointments
  • Contact programs and agencies, such as Head Start, sheltered workshops, or human service departments, to develop a referral system. Some of these agencies may assist members in finding transportation and keeping dental appointments.
  • Non-emergency medical transportation (NEMT) is available through the DHS NEMT manager. The NEMT manager arranges and pays for rides to covered services for members who have no other way to receive a ride. Non-emergency medical transportation can include rides using:
    • Public transportation, such as a city bus
    • Non-emergency ambulances
    • Specialized medical vehicles
    • Other types of vehicles, depending on a member’s medical and ride needs
    • Also, if a member uses their own vehicle for rides to and from your covered health care visits, they may be paid back for miles.
  • Schedule rides at least two business days before your visit. You can schedule a routine ride by calling the NEMT manager at 1-866-907-1493 (or TTY 1-800-855-2880), Monday through Friday, from 7:00 a.m. until 6:00 p.m. You may also schedule rides for urgent visits. A ride to an urgent visit will be provided in three hours or less.