What to Do When Patients Don’t Complete Their Forms Ahead of Time

In the our last post, we talked about why sending patient forms before the appointment is such a game changer for clinic workflow, admin efficiency, and patient experience.

But real clinics don’t run in perfect conditions.

So what happens when you do everything right, you send the intake form, and the patient… just doesn’t complete it?

This post is about what to do then.

Not in theory, but in real practice, with real patients, real admin pressure, and real-world constraints.

First, let’s normalise this

Not every patient will complete their forms ahead of time. And that doesn’t mean your system is broken.

There are genuine reasons this happens, including:

• Elderly patients with limited tech confidence

• Patients without reliable internet access

• Landline-only patients with no email or mobile

• Patients whose appointment was booked by a family member

• People who started the form but didn’t realise there were multiple steps

• Emails that were never received due to typos or spam filters

• The patient simply forgot about it

Your goal isn’t 100 percent compliance.

Your goal is majority completion, with a system that supports exceptions without derailing your day.

A mindset shift that matters

This is usually a systems and communication issue, not a patient problem.

Occasionally, yes, someone will ignore reminders. But most of the time, forms aren’t completed because of timing, clarity, delivery, or expectations.

When you approach this with flexibility and structure, rather than frustration, everything gets easier.

The “Is It Worth Chasing?” Decision Tree

This is the decision-making framework I use in my own practice and teach clients to use as well.

Before chasing a form, ask yourself these questions in order.

Step 1: Will this affect the appointment if it’s not completed?

Ask:

• Does the practitioner need this information beforehand?

• Will it impact preparation, safety, or appointment flow?

If no, it may be perfectly reasonable to complete it on the day.

If yes, move to the next step.

Step 2: Is this patient likely to complete it independently?

Consider:

• Age and tech confidence

• Internet access

• Whether they’ve completed forms successfully before

If yes, follow up digitally.

If no, move to the next step.

Step 3: Is admin capacity available to support this?

If admin time allows, options include:

• Calling the patient and completing the intake form over the phone

• Helping them troubleshoot the form

• Resending with clearer instructions

If admin capacity is stretched, you may decide to defer to on-the-day completion.

This framework removes guesswork and helps your team make consistent decisions.

Set expectations at the time of booking

One of the most effective ways to improve completion rates happens before the form is even sent.

At the time of booking, simply tell the patient:

“You’ll receive an email shortly with an intake form to complete before your appointment. This helps your practitioner prepare, so if you can complete it as soon as possible, that would be great.”

That one sentence:

• Removes surprise

• Gives purpose

• Increases follow-through

If patients know what’s coming, they’re far more likely to act on it.

A clear escalation ladder (for patients and staff)

This is where clarity protects everyone’s time.

Here’s a simple escalation process you can adapt to your clinic.

Step 1: Initial send

The intake form is sent automatically with online bookings or manually when the appointment is booked.

Step 2: Follow-up reminder

If the form hasn’t been completed and there’s still time before the appointment, resend it with a gentle reminder.

Step 3: Firm reminder with consequences

If the appointment is approaching, send a message that clearly states:

• The form must be completed by a specific date or time

• What will happen if it isn’t (rescheduled, postponed, or cancelled)

• How the patient can contact you if they’re having difficulty

This isn’t about punishment. It’s about protecting practitioner time and ensuring safe, prepared appointments.

Step 4: Escalate the channel

Depending on timing and previous engagement:

• Start with email (free)

• Escalate to SMS if emails haven’t been opened or the appointment is close

• Call only when necessary

Consistency here makes this easier for staff and clearer for patients.

Use Halaxy to understand what’s really happening

Before assuming a patient is ignoring you, check the communication status in Halaxy.

In the patient record, you can see whether:

• Emails were sent

• Emails were opened

• Emails bounced

If emails have bounced, it’s likely the email address is incorrect.

If emails were sent but never opened, they may be in spam or the patient hasn’t seen them.

A helpful clue many clinics miss

If you notice that some patient details (like date of birth, address, or Medicare number) have appeared in Halaxy, even though the form isn’t complete, it usually means:

The patient started the intake form but didn’t finish it.

Often this happens because:

• They got interrupted

• They didn’t realise there were multiple pages

• They thought saving one page was enough

In this case, a simple message like:
“I can see you’ve started the form but haven’t finished it yet”
is often all it takes.

Choosing email vs SMS intentionally

In most practices, a simple rule works well:

• Email first, because it’s free and less intrusive

• SMS second, if the form isn’t completed or the appointment is close

SMS is especially useful:

• On the day of the appointment

• When the patient is already onsite

• When emails haven’t been opened

This keeps costs controlled while still getting results.

Preventing resistance before it happens

The less surprising your process is, the smoother it runs.

You can reduce resistance by:

• Mentioning intake forms during booking calls

• Including a note on your website booking page explaining the process

• Referring to the form in appointment confirmations and reminders

• Reassuring patients that the form comes from your clinic email

Repetition builds trust. Surprises create hesitation.

If you want to improve form completion without overhauling your system, start here.

This week’s quick win:

• Review how you explain intake forms at the time of booking

• Set up or refine email and SMS templates for form follow-ups

Even one clear sentence about why the form matters can significantly improve completion rates.

Want to make this easier long-term?

If managing intake forms still feels messy or inconsistent, it’s usually not about effort, it’s about structure.

Halaxy Patient Forms Made Simple walks you through:

• What to include in your forms

• How to structure them properly

• How to use forms beyond basic intake

• How to reduce admin rather than create more of it

https://www.klrmedical.com.au/halaxyforms 

If you’d like to see practical workflows and real examples, you can also register for the Intake Forms That Run Your Practice webinar, where we break this down step by step.
https://www.klrmedical.com.au/intakeformswebinar

Final thoughts

Patients not completing intake forms is part of real practice life.

With clear expectations, flexible systems, and a structured response, it doesn’t have to derail your workflow or your day.

You don’t need perfection.
You need processes that support people.

FAQs

Should I require forms to be completed before every appointment?
That depends on your workflow. The key is deciding when it’s essential and being consistent.

What if a patient genuinely can’t complete the form?
Have a fallback option, such as phone completion or on-the-day forms, without letting it disrupt your entire system.

How many reminders is too many?
There’s no single rule. Escalate based on timing, importance, and engagement, not a fixed number.