How HealthPlus Clinic Reduced No-Shows by 30%
HealthPlus Clinic struggled with patient no-shows that disrupted schedules and revenue. In three months, Mobiize implemented a messaging-first program across SMS and WhatsApp with EHR scheduling integration and intelligent follow-ups.
-30%
No-show rate
No-show rate
+18%
Appointment confirmations
Appointment confirmations
-22%
Average wait time
Average wait time
Objectives
- Reduce missed appointments while keeping a great patient experience.
- Automate reminders, confirmations, and rescheduling.
- Give staff real-time visibility and audit trails.
What we built
- Two-way SMS & WhatsApp: “Reply 1 to confirm, 2 to reschedule”.
- Smart timing: Reminder T-48h, T-24h, T-3h with quiet hours respected.
- EHR sync: Status updates and reschedule links mirrored to calendar.
- Agent handoff: Exceptions escalate to staff inbox with full context.
- Analytics: Delivery/CTR/confirmations and no-show delta by department.
Results
Within 12 weeks, automated workflows replaced manual calls. Patients appreciated concise reminders and simple options, while staff saved hours weekly.
Key lessons
- Offer one clear action in each message.
- Respect quiet times; send earlier nudges on Mondays and post-holiday periods.
- Close the loop: status must update everywhere — inbox, EHR, analytics.