Currently, no show rates are at 6.8 percent at Bayne Jones Army Community Hospital. This equates to nearly 2,000 missed appointments per month. These “no shows” result in wasted financial and staff resources as well as a missed opportunity to provide care to other patients.


Currently, no show rates are at 6.8 percent at Bayne Jones Army Community Hospital. This equates to nearly 2,000 missed appointments per month. These “no shows” result in wasted financial and staff resources as well as a missed opportunity to provide care to other patients.
Soldiers and family members who miss appointments cost the Army time, resources and money. Each missed appointment costs the Army an average of $70 in earnings, according to BJACH’s Chief of Business Operations, Maj. Shonnel Makwakwa.
“BJACH experienced 1,826 no shows in the month of September, resulting in these appointments going unfilled and costing our hospital more than $120,000 in prospective earnings,” Makwakwa said.
A “no show” is defined as an individual who misses or is late to an appointment without cancelling or rescheduling. At BJACH, patients are considered a no-show if they are more than 15 minutes late. The hospital asks that appointments are cancelled at least two hours prior to the scheduled appointment times so that the appointment can be offered to another beneficiary.
To make or cancel an appointment, call (337) 531-3011. Patients can also schedule and cancel appointments by visiting TRICARE Online 24 hours a day, seven days a week at tricareonline.com. New users to TOL will need to establish a login and password by selecting the link on the right hand side of the home page called "Register Now on TOL" and following the step-by-step instructions. Registered users can schedule, view and cancel both primary care and select self-referral specialty appointments on behalf of themselves or for their authorized family members, including adults (who have granted access) and minor children (under 18 years of age), with the new feature called TOL Booking Appointments for Minors, or TBAM.
Patients can also receive an automated reminder call up to two days before the appointment. Additionally, BJACH will offer appointment text reminders to patients who opt into the service.
BJACH reminds patients that if they cannot make their scheduled appointment to cancel it as soon as possible to ensure that the hospital can use that slot to provide another soldier or family member with necessary care. Cancelled appointment timeslots are used for other patients that need an appointment as well as patients waiting to be seen in the emergency room.