Healthcare
Appointment and reminder automation for a clinic group
Automated booking confirmations, reminders and pre-visit questionnaires across four clinics, with no-shows re-offered to the waitlist.
- Client
- Multi-site outpatient clinic group
- Industry
- Healthcare
- Capabilities
- Workflow automation, AI agents & voice
Headline result
11 hrssaved at reception weekly
- no-show rate
- 6% (decrease)
- reception hours saved weekly
- 11 hrs (increase)
- cancelled slots refilled
- 62%
- clinics live
- 4
Challenge
Reception staff phoned every patient the day before their appointment. No-shows still ran at 14%, and cancelled slots were rarely refilled.
Approach
We worked with the practice manager to agree message wording, consent rules and which data could leave the booking system.
Solution
Confirmations and reminders go out by SMS and WhatsApp with one-tap reschedule. Cancellations trigger an offer to the next patient on the waitlist, and questionnaires are attached to the patient record before the visit.
Results
No-shows fell to 6% within two months, and reception spends the recovered time with patients at the desk instead of on the phone.
Gallery
Inside theproject
“They cared as much about patient consent and message tone as about the automation itself. Reception finally has time for the people in front of them.”
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