The short answer: It is primarily a clinical team responsibility, supported by the front desk—not the other way around. The common, but flawed, model we often see: Front desk à scheduling, reminders, rescheduling Clinicians à “just treat whoever shows up” This typically results in: High cancellation and no-show rates (>15%) Low patient engagement Blame gets pushed to “patients” or “scheduling” High-performing departments shift ownership. Service Value The Clinician be