Case Study

Reducing No-Show Rates by 50% with Automated Patient Communication

The Challenge

A busy multi-specialty clinic in Los Angeles was struggling with high no-show rates, which were impacting revenue and creating scheduling gaps. The clinic’s no-show rate hovered at 30%, costing them an estimated $475,000 in lost annual revenue. Their manual process of making reminder calls was time-consuming for staff, and patients often ignored calls from unknown numbers. The clinic needed a reliable, scalable solution to ensure patients showed up for their appointments.

The Solution

The clinic partnered with Intelligent Voice AI to implement a two-way automated communication system. The Evolve AI agents were designed to:

  • Send personalized, conversational text messages 48, 24 and 6 hours before each appointment.

  • Allow patients to confirm, cancel, or reschedule directly via text.

  • Provide automated voice reminders to patients who did not respond to text.

  • Send pre-visit instructions and links to patient forms.

The Results

  1. No-Show Reduction: Within the first 90 days, the clinic’s no-show rate dropped from 30% to just 7.5%, a 75% reduction

  2. Increased Revenue: The reduced no-show rate resulted in an additional $345,000 in revenue captured within the first year.

  3. Staff Time Savings: Staff time spent on manual reminder calls was reduced by 90%, freeing them up to focus on direct patient support.

  4. Improved Compliance: Patients who received automated pre-visit instructions were 40% more likely to arrive with their forms completed, improving intake efficiency.

Future Implications

The clinic is now using the system to automate post-visit follow-ups and surveys, further solidifying the patient relationship and improving care coordination. The project demonstrated that AI is not just about efficiency; it's about building a better, more reliable patient-provider relationship.

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