A client in Scotland tells me today that his appointment cancellation rate has increased in the last 10 days because his patients are concerned that they will not have enough petrol to make the journey to his surgery. This latest problem will pass, like all others, but we had to discuss ways to reduce the problem in the short term. The answer harks back to last Friday’s post about loyalty. There has to be a loyalty award to those patients who make the journey, even though petrol may be scarce. Question is – what is the loyalty reward? Any ideas?