What actually works (and why)
SMS reminders consistently improve attendance. The modern upgrade is targeting: don’t spam everyone with multiple reminders—reserve heavier sequences for higher-risk visits.
Modern tactic: use “micro‑commitment” — ask the patient to reply
C to confirm or R to reschedule. That single action reduces “forgot” no‑shows.No-show risk scoring (simple version)
You don’t need machine learning. Start with a simple score (0–6):
- +2: history of no-show
- +1: new patient
- +1: appointment after 4pm
- +1: long lead time (booked >14 days out)
- +1: high friction visit (imaging, procedures)
Score ≥3 gets the heavier reminder sequence.
SMS sequence (copy/paste)
| Timing | Low risk | High risk |
|---|---|---|
| 48h | “Reminder: [Clinic] visit [Day] at [Time]. Reply C to confirm or R to reschedule.” | Same as low risk |
| 24h | — | “Quick check-in: can you still make it tomorrow at [Time]? Reply C or R.” |
| 2h | “We’re ready for you at [Time]. Address: [link]. Reply C to confirm.” | Same as low risk |
Behavioral nudge (optional): “If you can’t attend, please cancel so we can offer the slot to another patient.” (Respectful, not guilt-trippy.)
Waitlist fill system (10-minute rule)
- Maintain a waitlist with 3 categories: same-day, within 48h, next week.
- When cancellation happens, start calling/texting from the same-day list.
- Script: “We had an opening today at [time]. Want us to reserve it?”
- Track fill rate weekly. If it’s low, your waitlist is not ‘alive’.
KPIs that make this measurable
- No-show % overall and by provider
- High-risk no-show % (should drop first)
- Waitlist fill rate
- Confirmation reply rate (C/R)
Implementation checklist (copy/paste)
- Choose the KPI you want to move.
- Implement one workflow change (SOP + checklist).
- QA sample 10 items/day for 5 days.
- Publish a 1‑page weekly report: KPI, blockers, next action.
Educational resource only — not legal/medical/billing advice.