Adding $3M in Additional Appointment Revenue Using Automated Appointment Reminders

BACKGROUND

The team at Community Health Network, a non-profit health system with more than 200 sites of care and affiliates throughout central Indiana, sought to find a flexible appointment reminder solution.

Why Community Health Network chose CipherHealth:

1. Ability to integrate with their scheduling solution to allow patients to self-schedule
2. Flexible messaging capability, given ever-changing visitor restriction guidelines during COVID-19
3. Robust reporting and analysis to ensure the program was outcomes-driven

HIGHLIGHTS

• Compared to patients that did not respond to their 5-Day Standard Appointment Reminder confirmation, patients who responded were 70% less likely to no-show, 15% less likely to cancel and 14% more likely to complete their visit.
• No-show rates for patients that did not respond to their 5-Day Standard Appointment Reminder confirmation were higher for certain departments like infectious diseases and gastroenterology.
• Patients who were reached by any Appointment Reminder notification were 19% less likely to no-show compared to those that did not answer any call.

Post-Implementation of Automated Appointment Reminders