PatientEngagementHIT

Case Study: Nationally-recognized provider cuts no-shows to 3%, recaptures $2.3M in revenue

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Sponsored by: Nuance

With more than 1 million clinic visits annually and nearly 2 million calls into its contact center, patient engagement was a big (and daunting) task for this large Malcom Baldrige National Award-winning provider. Their existing appointment reminder solution — which primarily delivered lackluster, unengaging robocalls — was unsophisticated and unreliable.

By replacing it with a modern appointment management solution that engages patients through an orchestrated mix of text, voice, email and smartphone push notifications, the results were immediate and ongoing:

  • 25% reduction in the no-show rate in the first 3 months — with no-show rates dropping to just 3%
  • $2.3 million in recaptured revenue, thanks to real-time integration with other systems that allows canceled appointments to be freed up for rebooking
  • 75% reduction in live-agent costs after starting to use the system to encourage patients to schedule screenings and other services
  • 126% improvement in patient engagement metric

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