Scheduling Optimisation
New York Area Hospital, USA
The Challenge
- No-show appointments create a significant drag on both utilisation of resources and ability to provide timely patient care
- Many reasons why patients miss appointments, making a single solution difficult
- Incorrect contact information is spotted too late to make a difference in attendance
The Solution
- Outbound call campaign utilising a blend of automated reminder and live reminder calls
- Analysis of clinic-specific response data to tailor approach and decrease no-shows
The Results
- Appointment reminder programme: 95% of clinics decreased their no-show rates
- Range from 15-43% decrease in no-shows when compared to baseline
- Standardisation of operating procedures across clinics enabling best practice sharing
